CUSTOMER SUPPORT POLICY

Last Updated: January 20, 2026

At Manzoor Mart Ltd, we are committed to providing excellent customer service and support. Our goal is to ensure your shopping experience is smooth and satisfactory.

1. CONTACT METHODS

You can reach our customer support team through the following channels:

• Email: manzoormart@gmail.com

• Phone: +44 7407 808703

• Address: 21 Mostyn Road, Luton, LU3 2RF, United Kingdom

2. SUPPORT HOURS

Our customer support team is available:

• Monday to Friday: 9:00 AM - 6:00 PM GMT

• Saturday: 10:00 AM - 4:00 PM GMT

• Sunday: Closed

• Bank Holidays: Closed

Emails sent outside business hours will be responded to on the next working day.

3. RESPONSE TIMES

We strive to respond to all customer inquiries promptly:

• Email inquiries: Within 24-48 hours during business days

• Phone calls: Answered during business hours or returned within 24 hours

• Urgent matters: We prioritize order issues, defective products, and payment problems

4. WHAT WE CAN HELP WITH

Our support team can assist you with:

• Product information and specifications

• Order status and tracking

• Payment and billing questions

• Returns and exchanges

• Technical issues with the website

• Account management

• Shipping and delivery questions

• Product complaints or quality concerns

• General inquiries about our services

5. ORDER SUPPORT

5.1 Order Tracking

• You will receive a tracking number once your order ships

• Contact us if you haven't received tracking information within 48 hours of order confirmation

5.2 Order Modifications

• Order changes must be requested within 2 hours of placing the order

• Once an order is processed or shipped, modifications cannot be made

5.3 Order Cancellations

• You can cancel your order within 24 hours if it hasn't been dispatched

• Contact us immediately for cancellation requests

6. PRODUCT SUPPORT

6.1 Product Information

• We provide detailed product descriptions and images

• Contact us for additional information or specifications

6.2 Product Issues

• Report defective or damaged items within 48 hours of delivery

• Provide photos and order details for faster resolution

• We will arrange replacement or refund as appropriate

7. TECHNICAL SUPPORT

For website technical issues:

• Email us with details of the problem

• Include screenshots if possible

• Mention your browser and device type

• We will work to resolve technical issues promptly

8. COMPLAINTS AND FEEDBACK

8.1 How to File a Complaint

• Contact us at manzoormart@gmail.com

• Provide your order number and details of the issue

• We will acknowledge your complaint within 48 hours

• We aim to resolve complaints within 7 working days

8.2 Escalation

If you're not satisfied with our initial response:

• Request to escalate your complaint

• A senior team member will review your case

• You will receive a response within 5 working days

8.3 Customer Feedback

We value your feedback:

• Share your shopping experience

• Suggest improvements

• Leave product reviews

• Your feedback helps us improve our services

9. REFUNDS AND RETURNS SUPPORT

For returns and refunds:

• Refer to our Return Policy for detailed information

• Contact us to initiate a return

• We will guide you through the return process

• Refund status updates will be provided via email

10. PRIVACY AND DATA PROTECTION

• All customer information is kept confidential

• We comply with UK GDPR and Data Protection Act 2018

• Your data is used only for order processing and customer support

• See our Privacy Policy for more details

11. CUSTOMER RESPONSIBILITIES

To help us serve you better:

• Provide accurate contact information

• Include order numbers in all communications

• Be respectful to our support staff

• Provide clear descriptions of issues

• Respond to our follow-up questions promptly

12. LIMITATIONS

Our support team cannot:

• Guarantee specific delivery dates (these are estimates)

• Take responsibility for carrier delays

• Process returns without proper authorization

• Modify orders after they've been dispatched

13. CONTINUOUS IMPROVEMENT

We regularly review our support processes to:

• Improve response times

• Enhance customer satisfaction

• Update our knowledge base

• Train our support team

14. CONTACT US

For any support needs, please reach out to us:

Manzoor Mart Ltd

21 Mostyn Road

Luton, LU3 2RF

United Kingdom

Email: manzoormart@gmail.com

Phone: +44 7407 808703

We're here to help and look forward to serving you!