Salers Support Policy

Effective Date: July 22, 2024

At Salers, we are dedicated to providing exceptional customer service and support. This Support Policy outlines the types of support we offer, how you can reach us, and what you can expect from our support services.

1. Scope of Support

Our support services include assistance with the following:

- Navigating and using the Salers website

- Account creation and management

- Placing and tracking orders

- Payment processing issues

- Returns, refunds, and exchanges

- Product information and availability

-Reporting issues with products or services

2. Contacting Support

You can reach our customer support team through the following channels:

Email: support@salers.co.za  

Live Chat: Available on our website during business hours  

Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (SAST)

3. Response Time

We strive to respond to all support inquiries within the following time frames:

Email: Within 24 hours

Phone: Immediate response during business hours

Live Chat: Immediate response during business hours

 4. Resolution Time

We aim to resolve most issues within the following time frames:

Simple inquiries: Within 1 business day

Complex issues requiring investigation: Within 3-5 business days

5. Customer Responsibilities

To help us provide the best support, we ask that you:

- Provide accurate and complete information when contacting support

- Follow our instructions and provide requested documentation or information promptly

- Treat our support staff with respect and courtesy

6. Limitations of Support

While we strive to assist with all your inquiries, there are certain limitations to our support services:

- We do not provide technical support for third-party products or services

- We are not responsible for issues arising from misuse or unauthorized modifications of our products

- We do not offer support for products not purchased from Salers

7. Feedback and Complaints

We value your feedback and use it to improve our services. If you have any suggestions, compliments, or complaints about our support services, please contact us at feedback@salers.co.za. We will address your concerns promptly and strive to improve our support offerings.

8. Contact Information

For any support-related inquiries, please contact us at:

Email: support@salers.co.za  

Live Chat: Available on our website during business hours  

Address: 10 St Helena Rd, Beacon Bay North, East London, 5241

Thank you for choosing Salers. We are here to assist you and ensure you have a positive shopping experience.