Support Policy Page

Support Policy for Dhonno.com

At Dhonno eCommerce BD Ltd, we are committed to providing excellent support to our valued customers. We understand that timely and efficient assistance is crucial for a seamless shopping experience. This Support Policy outlines the guidelines and procedures we follow to ensure your satisfaction.

1. Support Channels:

   a. Email Support: You can reach out to our support team by sending an email to support@dhonno.com. We strive to respond to all email inquiries within 24 hours.

   b. Live Chat: Our website features a live chat option where you can instantly connect with a support representative during our business hours.

   c. Phone Support: For urgent matters, you can contact our support team directly at [+8801718-466-366]. Phone support is available during our business hours.

2. Support Hours:

   Our support team is available to assist you during the following hours:

   - Monday to Friday: 9:00 AM to 6:00 PM (GMT+6)

   - Saturday and Sunday: Closed

3. Types of Support:

   a. Product Inquiries: If you have questions about our products, their features, or availability, our support team will be happy to assist you.

   b. Order Assistance: We can help you with any issues related to placing orders, payment processing, order tracking, and cancellations.

   c. Technical Support: If you encounter any technical difficulties while using our website or facing any issues with your account, our team will provide the necessary assistance.

   d. Returns and Refunds: For inquiries regarding returns, exchanges, or refunds, our support team will guide you through the process.

4. Response Time:

   We aim to respond to all support inquiries promptly. Our goal is to address your concerns within 24 hours of receiving your request. However, please note that response times may vary during peak periods.

5. Escalation of Issues:

   If you feel that your support inquiry has not been adequately addressed or requires further attention, please inform our support team. They will escalate the matter to the appropriate department or supervisor for prompt resolution.

6. Feedback and Suggestions:

   We value your feedback and suggestions as they help us improve our services. If you have any ideas or suggestions to enhance your shopping experience, please feel free to share them with our support team.

7. Support Limitations:

   While we strive to provide comprehensive support, there are certain limitations to our services. Please note the following:

   a. We do not offer technical support for third-party products or services.

   b. Our support team may not provide assistance with issues resulting from unauthorized modifications or misuse of our products.

   c. Support requests outside of our working hours will be addressed promptly on the next business day.

We are dedicated to providing exceptional support to ensure your satisfaction with Dhonno.com. Our support team is committed to resolving any issues or inquiries you may have. Thank you for choosing Dhonno eCommerce BD Ltd as your preferred e-commerce platform.

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