Support Policy for Idukki Spice Trails

At Idukki Spice Trails, we are dedicated to providing excellent customer service and support. Our support policy outlines how we assist our customers and address any issues that may arise with their purchases.

1. Customer Support Channels

• Email Support: You can reach our customer support team via email at support@idukkispicetrails.com. We aim to respond to all inquiries within 24 hours.
• Phone Support: For immediate assistance, please call our support line at [Insert Phone Number]. Our phone support is available Monday to Friday, from 9 AM to 6 PM IST.
• Live Chat: Our website features a live chat option for real-time support. Live chat is available Monday to Friday, from 9 AM to 6 PM IST.

2. Types of Support Provided

• Order Assistance: Help with placing orders, tracking shipments, and handling cancellations.
• Product Information: Detailed information about our spices, including sourcing, quality, and usage.
• Technical Support: Assistance with website navigation, account setup, and troubleshooting technical issues.
• Return and Refund Support: Guidance through our return process and assistance with refund requests.

3. Response Time

• We strive to respond to all email and live chat inquiries within 24 hours.
• Phone calls will be answered immediately during business hours. If you reach us outside of business hours, please leave a message, and we will return your call the next business day.

4. Resolution Time

• Simple Inquiries: Most general questions and issues will be resolved within 24-48 hours.
• Complex Issues: More complex problems, such as order discrepancies or technical issues, may take up to 5 business days to resolve. We will keep you informed throughout the process.

5. Escalation Process If you are not satisfied with the initial resolution, you may request to escalate your issue. Please email our support team with the subject line "Escalation Request" and provide your case details. A senior support representative will review your case and respond within 48 hours.

6. Feedback and Complaints We value your feedback and are committed to improving our services. If you have any suggestions, complaints, or feedback, please email us at feedback@idukkispicetrails.com. All feedback is reviewed by our management team, and we strive to address any issues promptly.

7. Service Limitations While we aim to provide comprehensive support, please note that:

• We may not be able to assist with issues related to third-party services or products not purchased from Idukki Spice Trails.
• Support is available in English and Malayalam.

8. Contact Us If you have any questions or need further assistance, please contact our support team:

• Email: support@idukkispicetrails.com
• Live Chat: Available on our website