Support Policy
At C18 Paris, we value our customers and are committed to providing timely and efficient support. This Support Policy (“Policy”) outlines how you can reach us, how we handle your inquiries, and the terms governing customer support services provided via www.c18paris.in (“Platform”).
By contacting us for support, you agree to the terms of this Policy.
GENERAL TERMS
Business Hours:
Our support team operates from Monday to Saturday, 9:00 a.m. to 6:00 p.m. (IST), excluding Sundays and public holidays.
Non-Business Days:
Inquiries received outside business hours, on Sundays, or on public holidays will be addressed on the next working day, subject to operational priorities.
Initial Response:
We aim to respond to all inquiries within 48 to 72 business hours. Actual response times may vary depending on the complexity of the issue and overall inquiry volume.
Resolution Timelines:
While we strive to resolve issues promptly, some matters (e.g., order investigations, product quality concerns, payment reconciliations) may require additional time.
Scope of Support:
Support is limited to:
(a) Assistance regarding orders, shipping, returns, and refunds;
(b) Guidance on product information and usage;
(c) Reporting and troubleshooting technical issues on our Platform.
Exclusions:
Support does not cover:
(a) Third-party websites or services;
(b) Technical issues outside our Platform’s control;
(c) Requests outside the scope of our business operations.
Order Verification:
For order-related queries, you must provide your order ID and registered contact details to verify identity and ensure security.
Sensitive Data:
We may request additional verification before discussing confidential account information.
Order Modifications:
Post-dispatch modifications (including address changes, cancellations, or product swaps) are subject to our Terms & Conditions and cannot always be accommodated.
Internal Escalation:
If your concern cannot be resolved by our frontline team, it will be escalated to the appropriate internal department.
Resolution Commitment:
While we will make reasonable efforts to resolve escalated matters promptly, timelines may vary depending on the nature of the issue.
Final Decision:
Decisions taken after internal escalation shall be final and binding to the maximum extent permitted under applicable law.
Product and Site Reviews:
All reviews, ratings, and feedback submitted on our Platform are subject to review and moderation by C18 Paris. In cases of fraudulent, misleading, defamatory, or unlawful reviews, C18 Paris reserves the right to remove such content and take appropriate action. Customers posting such content may be held liable under applicable laws.
Accuracy of Information:
You must provide accurate and complete details when raising a support request. Inaccurate or misleading information may result in delays or denial of support.
Appropriate Conduct:
We maintain a zero-tolerance policy for abusive, threatening, or inappropriate behavior toward our staff. Such conduct may result in suspension of support services and/or account restrictions.
Nature of Support:
Support is provided on a best-effort basis. C18 Paris does not warrant uninterrupted or error-free support services.
Indirect Damages:
Under no circumstances shall C18 Paris be liable for any indirect, consequential, or incidental damages arising from reliance on support services, except as required by applicable law.
We welcome feedback and suggestions to enhance our support services. However, by submitting feedback, you grant C18 Paris a non-exclusive, royalty-free right to use such feedback for business improvement purposes without any obligation to you.
We reserve the right to amend this Support Policy at any time. Updated versions will be posted on the Platform and become effective immediately. Continued use of our support services constitutes acceptance of the updated Policy.
Primary Support Channels:
- Email: info@c18paris.in
- Phone: +91 82004 21291
Official Communication: All official responses will be provided only through the above-listed channels. C18 Paris is not responsible for communications made through any unverified or unofficial platforms.