Please refer to the below clauses of our Customer support policy-
1.1 Customer service is the top priority here at AyurBee and we do our best to make our customers happy. All of our customers are treated with respect, and we make sure to provide answers to all of their queries. The staff of AyurBee will cooperate in the best way possible with the customer. Our goal at AyurBee is to be as cooperative and helpful to our customers as possible. The customer can easily contact us or send an email regarding anything, and we will respond on time. AyurBee will respond to your emails within 24 hours, please note that it can also take more than 24 hours to respond in case the sever is down or there if there is some other issue.
1.2 However, we will make sure to provide the best solution to your problem and help you in the best way possible. If the customer is unhappy with the product, they can check out our return policy and if the product fits in the requirements of our return policy, the customer can return it. If the customer has questions regarding our security and shipment method, they can check our privacy policy for better help regarding this.
1.3 We are dedicated to serve our customers, so if the customer has any other queries regarding AyurBee they can check out the FAQ option on our website and be satisfied with all their questions answered. However, if the customer has any other question regarding AyurBee and cannot find the answer on our FAQs then feel free to contact us or email us at the given email address. Kindly note that all of your complaints will be answered within due time. If the customer has sent an email regarding their complaint and did not receive a reply within 48 hours, they can contact us on the given number and talk to our staff at AyurBee about their complaint.
1.4 If the customer has a complaint regarding an item that wasn’t directly purchased from AyurBee, the complaint will not be received by AyurBee, kindly contact the original seller of the product for that.
1.5 If the customer has complaint regarding the courier service that was used by AyurBee to ship the product, kindly contact the courier service directly as AyurBee is not responsible for the courier service and the complaints regarding the courier service. If the customer has complaint regarding the courier service that was used by customer to send the returned item to AyurBee, kindly contact the courier service directly as AyurBee is not responsible for the courier service.
1.6 Only complaints regarding AyurBee and AyurBee products will be handled by AyurBee, and we will provide the best service regarding those complaint.
We are happy to help in whatever way we can and hope to help answer all of your complaints and queries regarding AyurBee. Thank you for choosing AyurBee for shopping, we hope you got what you needed, and we hope that you return to AyurBee in near future.
2. OBJECTIVE:
The Objective of the Customer Support Policy is to make sure that
- All of customers are provided with the best services at all times.
- All of the complaints, concerns, and feedbacks of the customers are replied to, within the 24 hours of the receiving of complaint on the portal.
the customer service representatives are obligated to inform the customers about all the possible measures which can be taken to troubleshoot the problems of unsatisfied customers.
3. CHANNELS AVAILABLE FOR CUSTOMERS TO REPORT GRIEVANCE:
The customers can reach the customer services through calls, emails, as well as live chat service. The representatives not only reply to customers about the issue, they make sure to send they make sure to forward the problem to the relevant department for troubleshooting.
AyurBee has allocated different turnaround time periods for different sorts of complains. These turn around time periods are always communicated to the customer by the relevant customer service representative. There is an escalation protocol for complaints.
The Company’s customer service team can be reached via calls, live chat, and emails. They will acknowledge the customer’s issue and capture the same in the appropriate system.
The Company has a defined turnaround time for each process and this time will be disclosed basis the conversation on a topic. For us to provide you with the best customer experience, and for us to maintain efficiency in customer support and care functions, we sincerely urge you to follow the escalation protocol mentioned below.
4. Level 1: Customer Support:
Our customer support services are available via three platforms
- Call to 7021858409
- Live chat on the website
- Email to care@ayurbee.in
Our representatives are there to entertain, all your queries, feedbacks, and complaints. The customer service official will reply to your concerns within 24 hours of the request submission. An escalation matrix is available, in each communication channel, for you to speak to an agent’s linear supervisors, as and when required. Please use this option to ask for help in resolving your query.
DISCLAIMERS
· The Company DOES NOT solicit confidential details like your OTP/CVV/PIN/Card Number either through Calls/SMS/WhatsApp/Surveys/mail/Link or any other means. Please report such suspicious activities to care@ayurbee.in
· Grievance Redressal cell working window: Monday to Friday (9:00 a.m. to 6:00 p.m.)
· 26th January, 15th August, 2nd October, and major festivals in India will be considered as non-business days.
· The Company will review the policy from time to time and modify/amend the policy, in line with regulatory guidelines and other applicable laws, to suit the business needs.
· The Company relies on its retail and payment partners. Thus, in rare cases, you might see a delay in resolution, due to reasons beyond our control, once we pass the investigation to them. However, please be rest assured that we will try our best not to exceed resolution timelines.
· Any grievances related to non-returnable products will be adhered to as per the return policy of the Company.
· Grievances, where customers have shared their details to unauthorised people leading to financial leaks, are not covered by the policy (Scam webpages, Numbers, Callers, etc.).