Customer Support Policy

Customer Support Policy

1. Support Availability

Our customer support team is available 7 days a week from 9:00 AM to 9:00 PM.

For urgent issues, customers can contact us via phone, email, or live chat.

2. Contact Channels

Customers can reach us through:

Email: support@shohorbd.com

Phone: 01617778444

Live Chat: Available on our website/app

3. Response Time

All queries will be responded to within 24 hours on business days.

Complex issues may require additional time, but we will keep customers updated throughout the process.

4. Support Services Provided

We assist customers with:

Order tracking and delivery updates

Product information and specifications

Returns, refunds, and replacements

Payment and billing inquiries

Technical support for website/app usage

5. Customer Responsibilities

Provide accurate and complete information when contacting support.

Respond promptly to any follow-up requests for additional details.

Treat support staff respectfully.

6. Escalation Procedure

If a customer issue is not resolved through normal support channels, it can be escalated to support@shohorbd.com

or the designated Support Manager.

Escalated issues are given top priority and responded to within 48 hours.

7. Legal & Compliance

All support practices are in accordance with the Bangladesh Consumer Rights Protection Act, 2009.

Customers have the right to escalate unresolved complaints to the Directorate of National Consumer Rights Protection (DNCRP).