Customer Support Policy

Effective Date: 1 April 2025

At Martsly.in, we are committed to delivering a seamless and satisfying customer experience. This Customer Support Policy outlines how we assist users in resolving queries, handling issues, and ensuring prompt support at every step of their shopping journey.

1. Support Availability

Our support team is available during the following hours:

  • Monday to Saturday: 10:00 AM to 7:00 PM
  • Sundays and Public Holidays: Closed
    We strive to respond to all queries within 24 to 48 hours during working days.

2. Support Channels

Customers can reach our support team through the following methods:

  • 📧 Email Support: support@martsly.in
  • 📞 Phone Support: 9220148230
  • 💬 Live Chat: Available during working hours on the website
  • 📩 Contact Form: Accessible via the “Contact Us” section on our website

3. Types of Issues Handled

Our support team can assist with the following:

  • Order placement, tracking, and delivery updates
  • Payment issues and refunds
  • Product inquiries and return/warranty guidance
  • Account management and login issues
  • Reporting damaged/defective items or wrong deliveries
  • Seller-related concerns

4. Response and Resolution Timeline

Issue TypeInitial Response TimeResolution Time
Order/Delivery QueriesWithin 24 hours1–3 business days
Payment/Refund IssuesWithin 24 hours3–5 business days
Technical SupportWithin 24 hours1–3 business days
Product Returns/ExchangesWithin 48 hoursBased on policy

Note: Timelines may vary depending on issue complexity and third-party involvement (e.g., courier delays).

5. Customer Feedback and Escalation

We welcome feedback and aim to resolve complaints efficiently. If your issue is unresolved, you may escalate it by writing to:
📧 escalations@martsly.in
Your case will be reviewed by a senior team member within 3 business days.

6. Our Commitment

We aim to:

  • Treat all customer interactions with respect and transparency
  • Maintain data privacy and confidentiality in all communication
  • Continuously improve support processes based on user feedback

Contact Information

PULLKRISHIV BUSINESS SOLUTIONS PRIVATE LIMITED
Second Floor, Property No – 218, Rama Market, Havells Galaxy, Pitampura Village, Delhi – 110034
📧 Email: pullkrihivsolut@gmail.com | info@martsly.in
📞 Phone: 9220148230