At MSANSS, we value our customers and strive to provide the best possible service. This Consumer Enquiry Policy outlines the procedures and standards for handling consumer inquiries. Please read this policy carefully to understand how we manage and respond to your questions and concerns.
1. Purpose
The purpose of this policy is to establish clear guidelines for addressing and responding to consumer inquiries in a timely and efficient manner, ensuring customer satisfaction and maintaining high standards of service.
2. Scope
This policy applies to all consumer inquiries received by MSANSS through various channels, including but not limited to email, phone, and social media.
3. Contact Information
Consumers can contact us through the following means:
We handle a wide range of consumer inquiries, including but not limited to:
Product Information
Order Status
Shipping and Delivery
Returns and Exchanges
Payments and Billing
Technical Support
General Feedback
5. Response Time
We aim to respond to all consumer inquiries within the following timeframes:
Email: Within 24-48 hours
Phone: Immediate response during business hours
Mail: Within 5-7 business days of receipt
6. Business Hours
Our customer service team is available to assist you during the following business hours:
Monday to Friday: 9:00 AM – 6:00 PM IST
Saturday: 10:00 AM – 2:00 PM IST
Sunday and Public Holidays: Closed
7. Inquiry Handling Process
Receipt of Inquiry: We acknowledge receipt of your inquiry through the channel you used to contact us.
Review and Assessment: Our customer service team reviews the inquiry to determine the nature and urgency.
Response Preparation: We prepare a response that addresses your inquiry accurately and comprehensively.
Resolution and Follow-Up: We provide the necessary information or resolution and follow up to ensure your satisfaction.
8. Confidentiality
We treat all consumer inquiries with the utmost confidentiality. Personal information collected through inquiries is handled in accordance with our Privacy Policy.
9. Feedback and Suggestions
We welcome and appreciate your feedback and suggestions. Any feedback or suggestions provided by you may be used to improve our products and services without any obligation to provide compensation.
10. Escalation
If you are not satisfied with the response received, you may request to escalate the matter to a higher authority within our organization. We will ensure that your concern is addressed promptly and appropriately.
11. Policy Updates
MSANSS reserves the right to update this Consumer Enquiry Policy at any time. Any changes will be posted on our website with the updated effective date.
12. Contact Us
If you have any questions or concerns about this Consumer Enquiry Policy, please contact us at:
