Welcome to Purvaya.
We are committed to providing reliable customer support and ensuring a smooth shopping experience for all our customers. This Support Policy explains how we assist customers before, during, and after their purchase.

1. Customer Support Availability

Our support team is available to assist you with:

• Product-related queries
• Order tracking assistance
• Shipping and delivery concerns
• Return and refund support
• Payment-related issues
• Account and login assistance
• Bulk/B2B order inquiries

Support Hours

• Monday to Saturday
• 10:00 AM – 7:00 PM IST

Responses may take longer during public holidays or high-demand periods.

2. Contact Methods

You can reach our support team through the following channels:

Email Support

For all general support queries:
support@purvaya.com

WhatsApp Support

Available for quick order and delivery assistance.

Contact Form

Customers can also contact us through the Contact Us page available on our website.

3. Response Time

We aim to respond within:

• 24 hours for general queries
• 24–48 hours for refund or return-related cases
• 48–72 hours for escalated or complex issues

Actual resolution time may vary depending on the nature of the issue.

4. Order Support

Customers can contact support for:

• Order confirmation issues
• Incorrect or damaged items
• Delivery delays
• Missing items
• Address modification requests (before dispatch)

Once an order is shipped, address changes or cancellations may not be possible.

5. Returns & Refund Assistance

Support for returns and refunds is provided according to our Return & Refund Policy.

To process a return request, customers may be required to provide:

• Order ID
• Product images
• Unboxing video (if item is damaged or incorrect)
• Description of the issue

Refunds are processed only after verification and approval.

6. Product Information & Usage Guidance

We strive to provide accurate product descriptions, ingredients, nutritional information, and usage details. However:

• Customers are advised to read labels carefully before consumption.
• Individuals with allergies or medical conditions should consult a professional before use.
• Product taste, texture, and appearance may vary slightly due to natural ingredients and batch variations.

7. Bulk & Business Orders

For wholesale, distributor, retailer, or corporate gifting inquiries, customers can contact our support team directly.

Bulk pricing, custom packaging, and delivery timelines may vary depending on order quantity and location.

8. Limitation of Support

Purvaya reserves the right to refuse support in cases involving:

• Abusive or threatening behavior
• Fraudulent claims
• Repeated misuse of return/refund requests
• Requests violating our terms and policies

9. Policy Updates

Purvaya may update this Support Policy at any time without prior notice. Customers are encouraged to review this page periodically for the latest information.

10. Contact Information

For any support-related concerns, please contact:

Purvaya Support Team

Email: support@purvaya.com
Website: www.purvaya.com