Support Policy

At MartKit, we are committed to providing exceptional customer support to ensure a seamless shopping experience. This Support Policy outlines the services we offer and how you can reach us for assistance.

1. Support Services

1.1 Order Assistance:

• Help with placing, tracking, or modifying your orders.
• Resolving payment issues or discrepancies.

1.2 Product Inquiries:

• Assistance with product details, availability, and specifications.
• Guidance on using purchased products (where applicable).

1.3 Returns and Refunds:

• Support with initiating returns or exchanges.
• Updates on the status of your refund requests.

1.4 Technical Issues:

• Troubleshooting website or app-related issues.
• Resolving login problems or account-related concerns.

1.5 General Queries:

• Answering questions about MartKit policies, promotions, and services.

2. Support Channels

2.1 Email Support:

• Reach us at support@martkit.com for non-urgent queries and detailed assistance.
• Response time: Within 24 hours.

2.2 Phone Support:

• Call us at  +8801605229868 for immediate assistance.
• Available: 9:00 AM to 8:00 PM (local time).

2.3 Live Chat:

• Use our website’s live chat feature for quick, real-time support.
• Available: 10:00 AM to 10:00 PM (local time).

2.4 Help Center:

• Visit the Help Center on our website for FAQs, tutorials, and self-help articles.

3. Response Times

3.1 Standard Queries:

• Email and live chat responses: Within 24 hours.
• Phone responses: Immediate during operating hours.

3.2 Complex Issues:

• Issues requiring investigation or third-party coordination may take up to 3 business days to resolve. We will keep you informed of progress.

4. Customer Responsibilities

4.1 Provide accurate information when contacting support to help us resolve your issue promptly. 4.2 Be respectful when communicating with our support team. Abusive language or behavior will not be tolerated.

5. Limitations of Support

5.1 MartKit is not responsible for:

• Issues caused by third-party service providers (e.g., delivery couriers, payment gateways).
• Problems arising from misuse of products.

5.2 Support is only provided for purchases made through official MartKit platforms.

6. Feedback and Escalation

6.1 Feedback: We value your feedback to improve our services. Email us at feedback@martkit.com. 6.2 Escalation: If your issue remains unresolved, request escalation to a supervisor or manager via email or phone.

7. Policy Updates

MartKit reserves the right to update this Support Policy as needed. Changes will be effective upon posting on our website.

Contact Us

If you need assistance, don’t hesitate to contact us:

• Email: support@martkit.com
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Thank you for choosing MartKit. We’re here to support you every step of the way!