Effective Date: 16 July 2025

At KTLP (ktlp.in), we are dedicated to providing exceptional customer service. Our Customer Support Policy outlines how we assist you with queries related to orders, products, payments, accounts, and more. Your satisfaction is our priority.

1. How to Contact Us

You can reach our Customer Support team via:

  • 📧 Email: info@ktlp.in
  • 📞 Phone: +91 8726097259
  • 💬 Live Chat: Available on our website during support hours
  • 📄 Contact Form: Visit the Contact Us page on our website

2. Support Hours

Our Customer Support team is available during:

  • Monday to Friday: 9:00 AM – 6:00 PM (IST)
  • Saturday: 10:00 AM – 4:00 PM (IST)
  • Sunday & Public Holidays: Closed

Inquiries submitted outside these hours will be addressed on the next business day.

3. Types of Support We Provide

a. Order Assistance

  • Help with placing orders
  • Tracking your order
  • Modifying or canceling orders
  • Resolving payment issues

b. Product Assistance

  • Product specifications and details
  • Guidance on sizing and fit for fashion products
  • Assistance with returns, exchanges, and refunds

c. Account Assistance

  • Account login support and password resets
  • Updating personal information or preferences
  • Managing billing and shipping addresses

d. General Inquiries

  • General product questions
  • Shipping details and policies
  • Assistance with site navigation or technical issues

4. Response Times

  • Email: Responses within 1–2 business days
  • Phone: Calls answered within 5 minutes during support hours
  • Live Chat: Response within 2 minutes during business hours

5. Escalation Process

If your issue remains unresolved, you can:

  1. Request escalation to a senior support agent or manager.
  2. Our team will review your concern and provide updates on the resolution process.
  3. We strive for a prompt and satisfactory resolution.

6. Customer Feedback

We appreciate your feedback. After support interactions, you may receive a survey to share your experience and help us improve our service.

7. Customer Responsibilities

To help us assist you efficiently:

  • Share clear and complete information (e.g., order number, product details)
  • Keep receipts and order confirmations ready for returns or refunds
  • Maintain respectful communication with our support team

8. Limitation of Liability

While we aim for excellence in service, KTLP is not responsible for:

  • Delays or disruptions caused by third-party services (payment gateways, logistics)
  • Issues arising from incorrect information provided by customers
  • External factors like weather, strikes, or public holidays causing delays

9. Policy Updates

This policy may be updated periodically. Updates will be reflected on this page with a revised Effective Date. Please review the policy regularly for any changes.

10. Contact Information

For any customer support needs, please contact:

KTLP (Operated by COMMERCELLA TECHNOLOGIES PVT LTD)
📧 Email: info@ktlp.in