Support Policy Page
Last Updated: 09 Feb 2026
At RassRang, we are committed to providing reliable and responsive customer support to ensure a smooth shopping experience. This Support Policy explains how and when customers can reach us, the type of assistance we provide, and expected response timelines.
1. Scope of Support
RassRang customer support assists with:
Order-related queries (status, tracking, delivery issues)
Returns, replacements, and refunds
Account-related issues
Product information and availability
Payment and checkout issues
Seller-related concerns (for marketplace orders)
Website or technical issues
2. Support Channels
You can contact RassRang support through the following channels:
Email: support@rassrang.com
Website: www.rassrang.com (Contact Form / Support Section)
? For faster resolution, please include your Order ID and registered email/phone number in all communications.
3. Support Availability
Customer Support Hours:
? [Insert Days & Time, e.g., Monday to Saturday, 10:00 AM – 6:00 PM IST]
Support requests raised outside working hours will be addressed on the next business day.
4. Response Time
We aim to respond within the following timelines:
| Query Type | Response Time |
|---|---|
| Order status / tracking | Within 24 hours |
| Returns / refunds | Within 24–48 hours |
| Payment issues | Within 24 hours |
| Product or listing queries | Within 48 hours |
| Technical issues | Within 48–72 hours |
Resolution time may vary depending on seller confirmation, logistics partners, or complexity of the issue.
5. Marketplace & Seller Support Disclaimer
RassRang operates as a multi-vendor marketplace.
Some orders are fulfilled directly by independent sellers.
Seller-related queries may require coordination with the seller.
Resolution timelines may depend on seller responsiveness.
RassRang facilitates communication and ensures policy compliance.
6. What Is Not Covered Under Support
Customer support does not cover:
Change-of-mind requests outside return policy
Issues caused by misuse or mishandling of products
Delays due to force majeure (natural disasters, strikes, government restrictions)
Third-party service issues beyond RassRang’s control
7. Abuse of Support Services
To maintain fair service for all customers:
Repeated false claims or abusive behavior may result in limited support access.
RassRang reserves the right to suspend support in cases of misuse, harassment, or fraudulent activity.
8. Escalation Process
If your issue is not resolved within the communicated timeframe:
Reply to the same email thread with “Escalation Request” in the subject line
Provide reference to previous communication
Our senior support team will review and respond
9. Policy Updates
RassRang reserves the right to update this Support Policy at any time. Updates will be effective immediately upon being published on the website.
10. Contact Information
For all support-related queries:
Email: support@rassrang.com
Website: www.rassrang.com
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