Support Policy Page
At Value Devices Procurement & Services Co. Ltd, we are committed to providing excellent customer support to ensure a smooth and reliable experience with our products and services. This Support Policy outlines the scope of assistance available to you, how to reach us, and what you can expect from our team.
1. Support Channels
We provide support through the following channels:
Email Support: info@vdpservices.store
Phone Support: +230 57192912
Website Support: Customers may log in to their account, access their orders, and request assistance via the “Support” or “My Orders” section.
2. Support Availability
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Mauritius Time).
Closed on: Sundays and public holidays.
Requests received outside business hours will be attended to on the next working day.
3. Scope of Support
Our support team is available to assist you with:
Order inquiries (status, delivery, payment confirmation).
Product information and usage guidance.
Warranty claims (as per warranty terms stated on the Warranty Policy page).
Assistance with returns and refunds (as per our Return Policy).
Technical support for defective items within the warranty period.
4. What is Not Covered
Our support does not include:
Training or setup services beyond product instructions provided.
Repairs or servicing for products outside the warranty period.
Issues arising from misuse, unauthorized modifications, or damage caused by the customer.
Assistance with third-party products, software, or services not purchased from us.
5. Response & Resolution Times
Acknowledgement: We aim to acknowledge support requests within 24 working hours.
Resolution: Resolution time will depend on the complexity of the issue, but we strive to provide solutions as quickly as possible.
Warranty & Returns: Refunds and replacements are handled within the timeframes outlined in the Return Policy and Warranty Policy.
6. Escalation
If you are not satisfied with the resolution provided, you may request to escalate the matter. An escalation will be reviewed by a senior member of our support or management team.
7. Customer Responsibilities
To help us serve you better, we kindly request that you:
Provide complete and accurate information about your order and issue.
Retain proof of purchase (invoice or order number) for any warranty or return request.
Follow the product usage instructions and safety guidelines.
8. Changes to Support Policy
We may update this Support Policy from time to time. Updates will be posted on this page with an updated “Last Modified” date.
