Customer Support Policy

Customer Support Policy

  • Support channels
    • Email: oraluxindia@gmail.com
    • Phone/WhatsApp: +91-9036983615
    • Hours: Monday–Friday, 09:00–19:00 IST (excluding public holidays)
    • Self-serve: Help Center and Returns Center at oraluxindia@gmail.com
  • Response and resolution SLAs
    • First response: within 24 business hours for email/tickets; instant/queue-based for phone.
    • Typical resolution: 2–3 business days; complex cases (warranty/technical) 5–7 business days.
  • Escalations
    • If unresolved, request escalation to a supervisor. Further escalation to Operations Manager via or oraluxindia@gmail.com.
  • Feedback and complaints
    • File complaints at oraluxindia@gmail.com. We acknowledge within 48 hours and aim to close within 7 business days.
  • Data and privacy in support
    • Support interactions are logged for quality and compliance. Do not share full card numbers or OTPs with support agents.
  • Service quality
    • We strive for courteous, accurate, and solution-oriented support. Training and quality audits are conducted regularly.