Support Policy

Customer Support Policy

At Sri Mathiya Infra, we are committed to providing reliable and timely support to ensure a smooth customer experience before, during, and after your purchase.

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1. Support Availability

Our customer support team is available during the following hours:
Monday to Saturday: 9:30 AM – 7:00 PM
(Support hours may vary on public holidays)

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2. Support Channels

Customers can reach us through:

• Phone support
• Email support
• Website contact form
• WhatsApp support (if available)

We aim to respond to all queries within 24 hours during business days.

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3. Pre-Sales Support

We assist customers with:

• Product information and specifications
• Pricing and offers
• Product recommendations based on requirements

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4. Post-Sales Support

Our support includes:

• Order tracking assistance
• Installation guidance (if applicable)
• Warranty-related assistance
• Basic troubleshooting support

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5. Service & Repairs

• For products under warranty, customers will be guided to the authorized service centers or brand support
• For out-of-warranty products, service support may be provided at applicable charges

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6. Complaint Resolution

We are committed to resolving all complaints promptly:

• Initial response within 24 hours
• Resolution time depends on the nature of the issue
• Escalations will be handled with priority

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7. Customer Responsibility

Customers are requested to:

• Provide accurate order details when contacting support
• Use products as per manufacturer guidelines
• Report issues within the specified time period

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8. Limitation of Support

Sri Mathiya Infra is not responsible for:

• Issues caused by misuse or improper handling
• Unauthorized repairs or modifications
• Delays caused by third-party service providers

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9. Contact Us

For any support-related queries, please reach out through our official communication channels. Our team is always ready to assist you.