Support Policy

1. Purpose

At Purbica, we’re committed to providing exceptional customer service. This Support Policy explains how we handle customer inquiries, technical issues, product questions, and warranty support to ensure a smooth and satisfying shopping experience.

2. Support Channels

You can reach our support team through the following channels:

? Email: support@purbica.com
? Live Chat: Available on our website during business hours
? Social Media: Facebook, Instagram, and WhatsApp (for quick assistance)

3. Support Hours

Our support team is available during the following hours:

? Saturday – Thursday: 10:00 AM – 8:00 PM (GMT+6)
? Friday: Closed (emails will still be received and responded to the next business day)

4. Response Time

We aim to respond to all inquiries within:

• 24 hours on business days

• 48 hours during weekends or public holidays

For urgent order-related issues (such as payment confirmation or delivery tracking), please mention “Urgent” in the subject line of your email.

5. Types of Support Provided

Our team can assist you with:

• Order placement and payment guidance

• Tracking and delivery updates

• Product information and compatibility questions

• Warranty and replacement requests

• Refund or return inquiries

• Website or account-related technical issues

6. Product Warranty & Replacement

• Most gadgets and electronics come with a limited warranty period (specific duration may vary by product).

• Warranty covers manufacturing defects only, not damage caused by misuse, accidents, or unauthorized repairs.

• Customers must provide an order ID and proof of purchase when requesting warranty service.

• Replacement or repair decisions will be made after inspection or based on supplier policy.

7. Support Limitations

Please note:

• We do not provide on-site support or product installation services.

• Third-party software or hardware compatibility is beyond our control.

• Custom modifications or DIY projects (such as Arduino or robotics kits) are supported on a best-effort basis only.

8. Customer Responsibilities

To ensure faster resolution:

• Provide accurate order details (order ID, date, and email used).

• Attach screenshots, photos, or videos if reporting a product issue.

• Be respectful and cooperative with our support staff — we’re here to help!

9. Escalation

If your issue is not resolved within the expected timeframe, you can escalate by emailing:
? care@purbica.com
Your concern will be prioritized and reviewed by a senior support representative.

10. Continuous Improvement

Purbica regularly reviews customer feedback to improve our service quality.
We encourage you to share your experience and suggestions with us at feedback@purbica.com.

Thank You for Choosing Purbica!

We appreciate your trust in us and are dedicated to supporting you at every step — from browsing to after-sales care.