Support Policy

At Leelavya, we are committed to offering a seamless and satisfying customer experience. Our Support Policy outlines the channels, availability, scope, and guidelines under which our team offers assistance.

1. Support Channels

• Email: support@leelavya.com
• WhatsApp Chat (when available)
• Instagram DM: @leelavya

2. Support Availability

• Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM (IST)
• Support is not available on Sundays and public holidays
• Emails are typically responded to within 24–48 business hours

3. Scope of Support

We offer support for the following:

• Order confirmation and status
• Product information before purchase
• Issues related to delivery, damages, or missing items
• Return/exchange eligibility (as per our Return Policy)

4. What’s Not Covered

• Requests made without a valid order ID
• Refund inquiries (We currently do not offer refunds)
• Return or exchange requests made without an unboxing video
• Third-party purchases or resellers

5. Unboxing Video Requirement

Any support related to damaged or incorrect items must be accompanied by a clear and continuous unboxing video from the moment the parcel is opened. This helps us validate your claim and provide faster assistance.

6. Response Times

• Email: 24–48 business hours
• WhatsApp: 1–2 business days (if available)
• Instagram DMs: Best-effort basis (not guaranteed)

7. Escalation Process

If you do not receive a satisfactory response within the standard time frame, please escalate your issue by replying to your existing email thread with the subject line updated to: "URGENT: Escalation Needed - [Your Order ID]"

8. Abuse of Support

Leelavya reserves the right to refuse support in cases involving abusive language, repetitive baseless complaints, or misuse of our support system.

9. Final Decisions

All decisions taken by Leelavya’s support and quality assurance team are final and binding. We strive to resolve issues fairly and promptly within the framework of our policies.

10. Contact Us

For any queries, email us at support@leelavya.com