At SMbrandhouse, we are committed to providing our customers with a smooth, reliable, and pleasant shopping experience. This Customer Support Policy explains how our team assists customers with their questions, orders, and concerns before, during, and after a purchase.

---

1. Customer Support Availability
Our customer support team is available to assist you with matters including:
Product information and recommendations
Order placement and order status
Shipping and delivery-related queries
Returns, refunds, and cancellations
Payment-related concerns
Website and technical assistance
Support Hours:
Monday to Saturday: 9:30 AM to 9:30 PM
Sunday & Public Holidays: Closed

---

2. Contact Us
You can contact the SMbrandhouse support team through the following channels:
Email: smtextiles08123@gmail.com
Phone / WhatsApp: 9443334446
In-store Support: Salem, Tamil Nadu
We generally aim to respond to email and WhatsApp enquiries within 24–48 hours during working days.

---

3. Expected Response Time

Type of Request	Expected Response Time
General Enquiries	Within 1 working day
Order / Delivery Concerns	1–2 working days
Return / Refund Requests	2–3 working days
Technical or Website Issues	1–2 working days

Response times may vary depending on the nature and complexity of the request.

---

4. Complaint Handling and Escalation
We take customer concerns seriously and will make reasonable efforts to resolve complaints promptly and fairly.
If you are not satisfied with the response provided by our support team, you may request further assistance by contacting us with “Escalation – [Your Order ID]” as the subject or reference.
Providing your order ID and relevant details will help us review and resolve the matter more efficiently.

---

5. Customer Communication Guidelines
Our support team is committed to communicating with customers in a polite, professional, and respectful manner.
We kindly request customers to maintain the same standard of communication while interacting with our support team. Threatening, abusive, or offensive behaviour may result in restrictions on further support communication, where appropriate.

---

6. Feedback and Suggestions
Your feedback is valuable to us. We welcome your suggestions, comments, and ideas that can help us improve our products, services, website, and overall customer experience.
You can share your feedback with us through:
Email: smtextiles08123@gmail.com
Phone / WhatsApp: 9443334446

---

7. Changes to This Policy
SMbrandhouse may revise or update this Customer Support Policy from time to time to reflect changes in our services, support procedures, or business operations.
Any updated version of the policy will be published on this page. Customers are encouraged to review the policy periodically.

---

Thank you for choosing SMbrandhouse.
We truly value your trust and support, and our team is always happy to assist you with your shopping experience.