Support Policy

Hello Mart Customer Support Policy

At Hello Mart, we prioritize delivering a seamless shopping experience and stand by the quality of service we provide. Our Customer Support Policy ensures that you receive the assistance you need promptly and efficiently. The following outlines the terms of our customer support services:

1. Support Availability

Hello Mart’s customer support team is available to assist you with inquiries, returns, refunds, and other issues related to your orders. Our support channels are available during the following hours:

• Operating Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST
• Customer Support Hotline: 7441199199
• Email Support: support@hellomart.in

2. Support Channels

We offer multiple avenues for support to ensure quick and effective assistance:

• Phone Support: For urgent inquiries, please call our customer service number.
• Email Support: Non-urgent inquiries, return requests, and issues can be submitted via email. Responses will be provided within 24-48 business hours.
• Online Help Center: For FAQs, order tracking, and self-help resources, visit www.hellomart.in/help.

3. Response Time

We aim to provide timely responses based on the urgency of the request:

• General Inquiries: Responses will be provided within 24 business hours.
• Order-related Issues: Resolutions will be provided within 48 business hours from the time of inquiry.
• Returns and Refunds: All requests related to returns or refunds will be acknowledged within 48 business hours. Full resolution, including processing refunds (where applicable), will take up to 7-14 working days depending on the issue.
• Technical Assistance: Support for any technical issues related to the Hello Mart app or website will be addressed within 72 hours from the time of report.

4. Escalation Process

If you are dissatisfied with the initial response, you may escalate your issue through the following steps:

1. Tier 1: Contact the initial support agent via phone or email for further clarification.
2. Tier 2: If your issue remains unresolved, email your complaint to escalation@hellomart.in. Our escalation team will respond within 2 business days.
3. Tier 3: For continued unresolved issues, the matter can be escalated to our Senior Management team, who will provide a final resolution within 5 business days.

5. Scope of Support

Our support services cover the following areas:

• Order Tracking: Assistance with tracking your order and delivery status.
• Returns & Refunds: Guidance on how to initiate returns and refund requests as per our Return Policy.
• Product Information: Providing additional product details or clarification before or after a purchase.
• Technical Issues: Help with app navigation, payment gateway issues, and account management.
• Account Management: Assistance with updating account information, passwords, and preferences.

6. Limitations of Support

Please note the following exclusions and limitations:

• Third-Party Services: Hello Mart is not responsible for delays or issues caused by third-party service providers (e.g., courier services or payment gateways).
• External Products: Products purchased outside of Hello Mart’s platform, or from unauthorized sources, are not covered under our customer support services.
• Beyond Return Window: Requests for support related to returns or refunds outside of the eligible return window (as per our Return Policy) will not be entertained.

7. Customer Responsibilities

To ensure effective and timely support, customers are expected to:

• Provide accurate information: When requesting support, ensure you provide correct order numbers, account details, and descriptions of the issue.
• Follow Return Policy: Follow the guidelines outlined in the Hello Mart Return Policy for initiating returns and refunds.
• Maintain App Usage: Ensure the Hello Mart app is up-to-date for a smooth shopping experience and easy access to support services.

8. Refund and Cancellation Assistance

Our support team will guide you through the process for:

• Order Cancellations: As per our cancellation policy, cancellations must be made within 1 hour of placing the order. The support team will confirm cancellation requests and provide status updates.
• Refund Processing: Once a refund is approved, our team will process the refund within 7-14 business days and will assist with any questions related to the status of your refund.

9. Dispute Resolution

In the event of a dispute regarding any support issue or product return, Hello Mart will work with you to resolve the matter fairly. However, Hello Mart reserves the right to make the final decision in the event of any conflict. By using our support services, you agree to abide by our policies and resolution procedures.

Customer Support Contact:

• Phone Support: 7441199199
• Email Support: support@hellomart.in
• Escalation Email: escalation@hellomart.in
• Website: Hello Mart Help Center
• Company Address: In front of Manoranjan Park, Birla Nagar Road, Hazira, Gwalior.