Customer Support Policy
Effective Date: 1 April 2025

At Glytra Traders Private Limited, we are dedicated to providing our customers with the highest level of service and support. This Customer Support Policy explains how we handle customer inquiries, issues, and service requests to ensure a smooth and satisfactory shopping experience.

1. Purpose

The purpose of this policy is to outline how we support our customers in resolving issues related to:

  • Product inquiries and support
  • Order processing, shipping, and delivery
  • Returns, exchanges, and refunds
  • General account issues or inquiries

2. Customer Support Channels

We offer the following methods for customers to reach out to our support team:

  • Email: For any inquiries, please email us at glytratraders@gmail.com. We aim to respond within 24–48 hours.
  • Phone: For urgent matters, customers can reach us at 9211233827 between 10 AM to 6 PM (Monday to Friday).
  • Live Chat: Available directly on our website during business hours.
  • Help Center: A self-service FAQ section on the website to address common queries.

3. Response Time

  • General Inquiries: Response within 1 business day (24 hours).
  • Shipping/Order Issues: We aim to resolve shipping-related issues within 2–3 business days.
  • Returns and Refunds: Our support team will acknowledge your request within 2 business days and provide a resolution within 7–10 business days.

4. Handling Complaints and Escalations

If a customer is not satisfied with the initial resolution, the issue can be escalated through the following steps:

  1. Contact Support: Customers should reach out again via email or phone, providing further details.
  2. Escalation: If the issue is unresolved within 3 business days, it will be escalated to a senior support manager.
  3. Resolution: Our senior team will provide a final decision on the matter, aiming for a resolution within 5 business days.

5. Order Tracking and Updates

  • Customers can track their orders through the Order History section of their account on our website.
  • Updates on order status, including shipping and delivery notifications, will be sent via email and SMS.

6. Return, Exchange, and Refund Process

We aim to provide a hassle-free process for returns, exchanges, and refunds. For details, please refer to our Returns and Warranty Policy and Refund and Cancellation Policy.

7. Product Quality and Warranty Issues

If a customer encounters quality issues with a product:

  • Contact Customer Support within 7 days of receiving the item.
  • Our team will verify the issue, and if eligible, we will provide a replacement or refund as per our policies.

8. Customer Rights and Expectations

  • We respect the privacy and confidentiality of all customer data.
  • We strive to provide accurate product descriptions, and our customer support team will assist with any discrepancies.
  • We expect customers to provide accurate information when communicating with support to ensure timely and effective resolutions.

9. Feedback and Improvements

We value customer feedback and continuously strive to improve our services. If you have any suggestions, please send them to glytratraders@gmail.com.

Contact Information:
Glytra Traders Private Limited
3/8, Asaf Ali Road, Near HDFC Bank, Central Delhi – 110002
Email: glytratraders@gmail.com | shopspire.co.in
Phone: 9211233827