Support Policy Page

At healthenest, we believe in providing exceptional customer support that empowers you throughout your shopping journey. Our Support Policy is designed to offer transparent, timely, and reliable assistance for all your inquiries, concerns, and post-purchase needs. Whether you're seeking product guidance, order updates, or help with returns and refunds, our support system is structured to deliver solutions with empathy and efficiency.

1. Our Support Philosophy

At the heart of our service lies a commitment to:

• Customer-first mindset

• Fast and efficient query resolution

• Multi-channel accessibility

• Polite and professional interactions

• Complete transparency in communication

Your satisfaction is our goal, and we take every query seriously—ensuring no question goes unanswered and no concern goes unresolved.

2. Support Availability

We are available across multiple channels to serve you better:

? Email Support: support@healthenest.in
? Phone Support: +91-XXXXXXXXXX
? Live Chat: Available on our website from 10:00 AM to 6:00 PM
? Social Media DMs: (Instagram & Facebook) for basic support inquiries

Support Hours:
Monday to Saturday: 10:00 AM – 7:00 PM
Sunday & Public Holidays: Closed

Queries raised outside working hours will be addressed on the next working day.

3. Types of Support We Offer

Our support coverage includes but is not limited to:

a. Pre-Sales Support

• Product recommendations based on your health and lifestyle needs

• Clarifications about product ingredients, usage, and benefits

• Assistance in applying discount codes or promotional offers

• Shipping and delivery timelines for specific pin codes

b. Order-Related Support

• Order confirmation and invoice requests

• Shipment tracking updates

• Delivery rescheduling requests

• Help with undelivered or delayed orders

c. Post-Sales Support

• Assistance with returns, replacements, and refund requests

• Help with damaged, defective, or missing items

• Account-related queries like password reset or address updates

d. Technical Support

• Website login or payment errors

• App/website bugs or UI issues

• Guidance for checkout problems or failed transactions

4. Response Time Standards

We aim to respond to all queries with the following timeframes:

For complex queries requiring internal review, we strive to resolve the issue within 48 working hours.

5. Escalation Matrix

If your issue is not resolved within the promised time, you can escalate it:

• Level 1: Write to support@healthenest.in with the subject Escalation – Level 1

• Level 2: If unresolved within 48 hours, escalate to manager@healthenest.in

• Level 3: For exceptional cases or complaints about service quality, write to ceo.office@healthenest.in

We ensure every escalation is treated with priority and resolved with fairness.

6. Customer Data Privacy and Support Ethics

Our support team follows strict guidelines to protect your data:

• We do not share your personal details with third parties.

• Support agents are trained to maintain confidentiality and professionalism.

• All interactions are recorded and monitored for quality assurance and training purposes.

7. Self-Service Support Options

We also encourage users to access our Help Center, which contains:

• Frequently Asked Questions (FAQs)

• Product guides and usage instructions

• Tutorials and support articles

• Return and refund policies

You can visit our Help Center anytime at www.healthenest.in/help

8. Feedback and Service Improvement

Your feedback helps us grow. After every support interaction, we may send a short survey or feedback form. We use this input to:

• Improve support training

• Refine our policies

• Upgrade systems for quicker resolution

If you had a great experience or a concern, don’t hesitate to share—it makes a difference.

9. Limitations and Exceptions

We try our best to resolve every issue, but our support may be limited in the following cases:

• Requests made for products purchased outside of healthenest official website

• Inquiries beyond our operational jurisdiction (logistics or courier delays due to natural disasters, etc.)

• Lack of required documentation or product evidence from the customer

We appreciate your understanding in such scenarios and will still try our best to assist.

10. Commitment to Continuous Improvement

healthenest is continuously evolving to deliver better service. Our support policies are regularly reviewed and updated to:

• Meet customer expectations

• Align with industry standards

• Incorporate new technologies and tools

We strive to offer you not just support, but a truly helpful experience every step of the way.