Welcome to Fenzoria Distribution Hub.

At Fenzoria Distribution Hub, we are committed to delivering professional, responsive, and customer-focused support throughout your shopping journey. Whether you need assistance before placing an order, during order processing, or after delivery, our Customer Support Team is here to help.

This Customer Support Policy explains how we provide assistance, our response standards, customer responsibilities, and the scope of our support services.

By using our website and services, you acknowledge that you have read and understood this Customer Support Policy.

Our Commitment

Customer satisfaction is one of our highest priorities.

We are committed to providing support that is:

• Professional
• Transparent
• Respectful
• Timely
• Fair
• Solution-Oriented
• Customer-Focused

Every customer enquiry is reviewed individually, and we make reasonable efforts to provide accurate and helpful assistance.

Support Services

Our Customer Support Team can assist with matters including, but not limited to:

Order Assistance

• Order Placement
• Order Confirmation
• Order Status
• Order Verification
• Order Processing Updates

Shipping Support

• Shipment Tracking
• Delivery Status
• Courier Information
• Delivery Delays
• Address Assistance (before dispatch where possible)

Product Assistance

• Product Information
• Product Availability
• Size Guidance
• Product Features
• Product Specifications
• Product Care Guidance

Payment Assistance

• Payment Verification
• Failed Transactions
• Duplicate Payment Queries
• Refund Status
• Payment Confirmation

Returns & Exchanges

• Return Requests
• Exchange Requests
• Replacement Requests
• Refund Assistance
• Policy Clarification

Technical Assistance

• Website Navigation
• Account Related Queries
• Checkout Issues
• General Website Support

Customer Support Channels

Customers may contact us using the following official communication channels.

Email

operations@fenzoria.store

Customer Support

+91 1800 892 4307

Support requests received through our official communication channels are handled by our Customer Support Team during business hours.

Business Hours

Customer Support is generally available during the following hours:

Monday – Saturday

09:00 AM – 07:00 PM (IST)

Sunday & Public Holidays

Limited Support Availability

Requests received outside business hours will be reviewed on the next working business day.

Expected Response Time

While response times may vary depending on enquiry volume and operational circumstances, our general response targets are:

These are estimated response times and may vary during promotional events, holidays, or periods of unusually high customer activity.

Information Required

To help us resolve your enquiry efficiently, customers may be requested to provide:

• Full Name
• Registered Email Address
• Mobile Number
• Order Number
• Product Name
• Transaction Reference (if applicable)
• Description of the Issue
• Supporting Photographs (if required)
• Unboxing Video (for damaged product claims, where available)

Providing complete and accurate information helps us investigate and respond more efficiently.

Communication Standards

Our Customer Support Team is committed to:

• Listening carefully to customer concerns.
• Providing accurate information whenever possible.
• Responding politely and professionally.
• Reviewing every genuine enquiry fairly.
• Maintaining customer confidentiality.
• Keeping customers informed regarding request status where appropriate.

Customer Responsibilities

Customers are expected to:

• Provide accurate information.
• Maintain respectful communication.
• Cooperate during verification procedures.
• Follow published store policies.
• Review product information before ordering.
• Respond promptly if additional information is requested.

Providing false, misleading, or incomplete information may delay the resolution process.

Respectful Communication

We believe in maintaining a respectful environment for both customers and support representatives.

We reserve the right to limit or discontinue support where communications include:

• Abusive language
• Harassment
• Threats
• Discrimination
• Fraudulent claims
• Repeated misuse of support services
• Unlawful requests

This helps ensure a safe and professional environment for everyone.

Verification Process

To protect customer accounts and prevent unauthorized activity, certain enquiries may require identity or order verification before assistance can be provided.

Verification may include:

• Registered Email Confirmation
• Order Number Verification
• Billing Information Confirmation
• Shipping Information Confirmation
• Payment Verification

These measures are implemented solely to protect customer security.

Returns, Refunds & Exchanges

Customer Support assists with return, refund, replacement, and exchange requests in accordance with our published Return, Refund, Exchange & Cancellation Policy.

Approval of such requests is subject to applicable policy conditions and verification.

Shipping Assistance

Our team will make reasonable efforts to assist with:

• Shipment Tracking
• Delivery Status
• Courier Updates
• Delivery Delays
• Lost Shipment Investigations

Please note that actual shipment movement is managed by third-party logistics providers.

Payment Support

If you experience payment-related issues, our support team can assist with:

• Payment Confirmation
• Failed Transactions
• Duplicate Payments
• Refund Status
• Payment Verification

Customers may be requested to provide transaction references for verification.

Privacy & Confidentiality

All customer information shared with our support team is handled responsibly and used only for legitimate business purposes in accordance with our Privacy Policy.

Customer information is never intentionally disclosed except where required by law or necessary to provide our services.

Continuous Improvement

Customer feedback helps us improve our services.

We regularly review:

• Customer Suggestions
• Service Performance
• Response Times
• Operational Procedures
• Support Quality
• Customer Satisfaction

Our objective is to continuously enhance the overall customer experience.

Policy Updates

Fenzoria Distribution Hub reserves the right to modify or update this Customer Support Policy at any time to reflect changes in our operations, customer service processes, or legal requirements.

The latest version published on our website shall apply.