Support Policy

Effective Date: 29 May 2025

At Smiley’s Paradise, we are committed to providing exceptional customer support to ensure a seamless shopping experience. This Support Policy outlines the scope, channels, and terms of our customer support services.

1. Support Channels

You can reach our support team through the following channels:

• Email: support@smileysparadise.co.za

• Phone: +27 76 072 1344

• Website: https://smileysparadise.co.za/support-policy

2. Support Hours

Our support team is available during the following hours:

• Monday to Friday: 9:00 AM – 5:00 PM (SAST)

• Saturday: 10:00 AM – 2:00 PM (SAST)

• Sunday & Public Holidays: Closed

3. Scope of Support

Our support services cover:

• Product Inquiries: Information about product specifications, availability, and compatibility.

• Order Assistance: Help with placing orders, tracking shipments, and understanding order status.

• Technical Support: Basic troubleshooting for products purchased from our store.

• Returns & Refunds: Guidance on our return and refund process as outlined in our Return & Refund Policy.

• Warranty Claims: Assistance with warranty claims in accordance with manufacturer policies.

4. Response Times

We strive to respond to all inquiries within the following timeframes:

• Email: Within 24 hours during business days.

• Phone: Immediate response during support hours.

• Website Inquiries: Within 24 hours during business days.

5. Escalation Process

If your issue is not resolved to your satisfaction, you may escalate the matter:

1. First Level: Contact our support team via email or phone.

2. Second Level: Request escalation to a Support Supervisor.

3. Third Level: If still unresolved, contact our Customer Relations Manager at support@smileysparadise.co.za.WordPress.org English (South Africa)

6. Limitations

Please note:

• Third-Party Products: Support for products not purchased from Smiley’s Paradise is limited.

• Physical Repairs: We do not offer in-house repair services. For repairs, please contact the manufacturer or authorized service centers.

• Data Recovery: We are not responsible for data loss. Ensure you back up your data regularly.

7. Feedback

Your feedback helps us improve our services. Please share your experience by emailing support@smileysparadise.co.za.

8. Policy Updates

Smiley’s Paradise reserves the right to update this Support Policy at any time. Changes will be posted on our website and will take effect immediately upon publication.

Contact Information:

• Email: support@smileysparadise.co.za

• Phone: +27 76 072 1344

• Website: https://smileysparadise.co.za

This Support Policy is designed to provide clarity on the support services we offer and to ensure a positive experience for our customers.