Effective Date: 01/01/2025
At Surat’s Fabric, we are dedicated to providing exceptional customer service and ensuring a smooth shopping experience for every customer. This Customer Service Policy outlines the services and support we offer to assist you before, during, and after your purchase.
Our goal is to address your queries and concerns promptly and professionally. By shopping with us, you agree to the terms and conditions outlined in this policy.
1. Customer Support Channels
We offer multiple ways for you to reach out to us with questions or concerns. Our dedicated customer service team is here to assist you with any issues related to your order, products, returns, or general inquiries.
- Email Support: Help@suratsfabric.com
- Phone Support: +91 9909516223
- Live Chat: Available on our website during business hours.
- Social Media: Reach out to us on our social media platforms for quick support.
- Address: 8079-A, Avadh Textile Market, Sahara Darwaja Road, Surat, Gujarat 395010
2. Hours of Operation
Our customer service team is available during the following hours:
- Monday to Saturday: 10:00 AM to 6:00 PM (IST)
- Sunday: Closed
We will respond to all queries within 1-2 business days. For urgent matters, we recommend using our phone support or live chat options for quicker responses.
3. Order Assistance
If you need assistance with your order, our customer service team can help with:
- Order Confirmation: Confirming the status of your order after purchase.
- Tracking: Providing tracking details and shipment status.
- Order Modification: Helping you modify or update order details (before it is shipped).
- Order Cancellation: Assisting with order cancellations, subject to the terms outlined in our Return & Refund Policy.
If your order has already been dispatched, it may not be possible to make changes. Please contact us as soon as possible if you need to make adjustments.
4. Product Inquiries
We are happy to assist you with any questions related to our products:
- Product Information: In-depth details about fabric, quality, size, and features.
- Stock Availability: Information about the availability of items and restocking schedules.
- Size Assistance: Providing guidance on sizes, fit, and measurements.
If you’re unsure about a product or need help choosing the right one, feel free to contact us, and our team will gladly provide you with recommendations and expert advice.
5. Returns and Exchanges
If you need to return or exchange a product, please refer to our Return & Refund Policy for the detailed process. Here’s an overview of how we assist with returns and exchanges:
- Eligibility: We provide returns and exchanges for eligible products within the specified period.
- Return Authorization: Please contact our customer service team before initiating a return. Our team will guide you through the steps.
- Exchange Process: If you wish to exchange a product, our customer service team will assist with the available options and process the exchange.
Our customer service team is dedicated to ensuring that your return or exchange experience is as smooth as possible.
6. Refund Process
Refunds are processed as per the terms in our Return & Refund Policy. If your return is approved, the refund will be issued to the original payment method. We aim to process refunds within 7-10 business days from the date of return.
- Refund Confirmation: You will receive an email confirmation once your refund is processed.
- Refund Methods: Refunds will be credited to the same payment method used at the time of purchase unless otherwise specified.
7. Shipping and Delivery Assistance
If you have any questions regarding shipping, delivery times, or tracking your package, our customer service team is here to help with:
- Shipping Status: Providing updates on the shipping and delivery status of your order.
- Delivery Issues: Resolving any issues related to delivery delays, missed deliveries, or incorrect addresses.
- Shipping Charges: Clarifying any applicable shipping charges, especially for international orders or regions with additional fees.
Please refer to our Shipping Policy for more information on delivery times, methods, and charges.
8. Complaint Resolution
We value your feedback and are committed to resolving any issues you may have. If you are dissatisfied with our products or services, please contact us as soon as possible, and we will do our best to address your concerns promptly.
- Complaint Acknowledgment: We will acknowledge your complaint within 1-2 business days and provide a resolution or update.
- Escalation: If the issue is not resolved to your satisfaction, you may escalate it to a higher level of support, and we will take further action to resolve the matter.
9. Feedback and Suggestions
We always welcome feedback and suggestions on how we can improve our services and products. If you have any ideas or suggestions to share with us, feel free to reach out via email or our social media channels.
Your input helps us improve and serve you better!
10. Contact Us
If you have any questions, concerns, or need assistance with any aspect of your shopping experience, please don’t hesitate to contact us:
- Email: Help@suratsfabric.com
- Phone: +91 9909516223
- Address: 8079-A, Avadh Textile Market, Sahara Darwaja Road, Surat, Gujarat 395010
Important Notes:
- Our customer service policies and hours are subject to change. We will update this page with any changes, and we encourage you to check for updates periodically.
- Surat’s Fabric strives to provide excellent customer service and aims to resolve all queries in a timely and professional manner.