Effective Date: April 25, 2025
Website: www.kartngo.in
Operated by: COMMERCELLA TECHNOLOGIES PVT LTD
Office Address: Office No. B-02, Block C 117, Noida Sector -2, Gautam Buddh Nagar, UP – 201301
Email: commercella01@outlook.com
Phone: 8726097259

1. Introduction

At kartngo.in, we are committed to providing our customers with exceptional service. Our Customer Support team is available to assist you with any inquiries or issues you may have regarding your orders, products, payments, and more. This Customer Support Policy outlines how we will handle customer support queries and our commitment to ensuring your satisfaction.

2. How to Contact Us

You can reach our Customer Support team through the following channels:

  • Email: commercella01@outlook.com
  • Phone: 8726097259
  • Live Chat: Available on the LokBuy website during business hours
  • Contact Form: Available on the website’s “Contact Us” page

3. Support Hours

Our Customer Support team is available during the following hours:

  • Monday to Friday: 9:00 AM to 6:00 PM (IST)
  • Saturday: 10:00 AM to 4:00 PM (IST)
  • Sunday & Public Holidays: Closed

If your inquiry is submitted outside of support hours, we will respond on the next business day.

4. Types of Support We Provide

a. Order Assistance

We can help you with the following order-related concerns:

  • Order placement issues
  • Order tracking
  • Canceling or modifying orders
  • Payment issues

b. Product Assistance

Our team can provide support for:

  • Product details and specifications
  • Sizing or fit guidance (for fashion items)
  • Returns, exchanges, and refunds

c. Account Assistance

For any issues related to your LokBuy account, we assist with:

  • Account login and password resets
  • Updating personal details or preferences
  • Managing billing and shipping addresses

d. General Inquiries

We are happy to assist with:

  • General product inquiries
  • Shipping information
  • Policies (Returns, Shipping, Payment, etc.)
  • Technical issues with the website

5. Response Times

  • Email: We aim to respond to emails within 1–2 business days.
  • Phone: We aim to answer calls within 5 minutes during support hours.
  • Live Chat: We aim to respond to live chat queries within 2 minutes during business hours.

6. Escalation Process

If your issue is not resolved to your satisfaction or requires further attention, we have an escalation process in place:

  1. Initial Contact: You will receive a response within the standard support time frame.
  2. Escalation: If your issue is unresolved, you may request to escalate it to a senior support agent or manager.
  3. Resolution: We will work with you to resolve the issue as quickly as possible and keep you updated on the progress.

7. Customer Feedback

We value your feedback and strive to improve our customer service. After interacting with our support team, you may be invited to complete a short survey about your experience.

8. Customer Responsibilities

To assist us in resolving issues efficiently, please ensure the following when reaching out to Customer Support:

  • Provide clear details about your issue or inquiry (order number, product name, etc.)
  • Keep relevant documents or receipts handy when discussing returns or refunds
  • Be respectful and patient with our support team

9. Limitation of Liability

While we aim to provide the best customer service, kartngo.in is not liable for:

  • Errors due to third-party service disruptions (payment gateways, delivery partners, etc.)
  • Issues caused by customer actions such as incorrect details provided
  • Delays or failures that are out of our control, such as weather-related delays or public holidays

10. Policy Updates

This Customer Support Policy is subject to periodic updates. Any changes will be reflected here with a revised “Effective Date.” Please check back regularly for updates.

11. Contact Information

If you have any questions or need assistance, please reach out to us using the following contact details:

COMMERCELLA TECHNOLOGIES PVT LTD
Email: commercella01@outlook.com
Phone: 8726097259