Customer Support Policy

We are committed to providing customers with clear, professional, and accessible assistance before, during, and after their purchase. This Customer Support Policy explains how customers can contact us, the types of assistance available, the information that may be required, and how we handle customer enquiries, complaints, and order-related concerns.

This policy applies to customers and visitors using bonusclothes.shop.

1. Business & Contact Information

Brand / Trade Name: bonusclothes
Legal Name: LAKUM KARTIK RATILAL
Business Constitution: Proprietorship
GST Registration Type: Regular
GSTIN: 24FPCPR3536G1ZV
Business Address: Plotvistar, Chamardi, Bhavnagar, Gujarat – 364310, India
Website: bonusclothes.shop
Customer Support Email: bonusclothes.shop@outlook.in
Customer Support Phone: +91 9725178981

2. Our Customer Support Commitment

We aim to provide customers with a transparent and professional support experience.

Our support process is designed to assist with matters including:

  • Product enquiries
  • Product information
  • Size-related questions
  • Order status
  • Order processing
  • Shipping and delivery
  • Tracking
  • Payment issues
  • Cancellation requests
  • Returns
  • Refunds
  • Exchanges, where applicable
  • Damaged or incorrect products
  • Website-related concerns
  • Complaints and grievances
  • Other legitimate questions relating to an order or our services

3. Official Customer Support Channels

Customers should use the official contact details published on bonusclothes.shop.

Email Support

bonusclothes.shop@outlook.in

Email is recommended for matters requiring order verification, documentation, photographs, payment references, return requests, refund enquiries, or other detailed information.

Phone Support

+91 9725178981

Customers may contact us by phone for general assistance and order-related enquiries.

Business Address

Plotvistar, Chamardi, Bhavnagar, Gujarat – 364310, India

4. What Information Should Be Provided?

When contacting customer support regarding an existing order, customers should provide their Order Number whenever available.

Depending on the issue, we may also require:

  • Customer name
  • Registered email address
  • Registered phone number
  • Product name
  • Order date
  • Payment reference
  • Shipping/tracking information
  • Description of the issue
  • Photographs or videos
  • Other information reasonably necessary to investigate the matter

Providing accurate information helps us identify the relevant order and provide more efficient assistance.

5. Pre-Purchase Assistance

Customers may contact us before placing an order for assistance with available product information.

Examples include:

  • Product details
  • Available sizes
  • Product variants
  • General product questions
  • Pricing information
  • Promotional offers
  • Shipping information
  • Payment options
  • Return conditions

Customers are encouraged to review the product page and applicable website policies before completing a purchase.

6. Product Information Support

Where customers have questions about a product, our support team may assist with information available to us regarding:

  • Product description
  • Available variants
  • Size information
  • Product features
  • Product-care information, where available
  • Availability
  • Pricing
  • Applicable promotional information

Customers should understand that product images may appear slightly different from the physical product because of photography, lighting, screen settings, and device differences.

7. Order Support

Customers can contact support regarding an order's status or processing.

We may assist with matters such as:

  • Order confirmation
  • Payment confirmation
  • Processing status
  • Packing status
  • Dispatch status
  • Tracking information
  • Delivery concerns
  • Order information

Customers should provide their order number whenever possible.

8. Order Tracking Assistance

Where tracking information is available, customers can use the applicable tracking information provided after dispatch.

Typical order stages may include:

Order Placed → Payment Confirmed → Processing → Packed → Dispatched → In Transit → Out for Delivery → Delivered

Tracking information may take some time to update after dispatch because courier systems may require time to register shipment scans.

If customers experience difficulty understanding tracking information, they may contact our support team.

9. Shipping & Delivery Support

Customers may contact us regarding:

  • Delivery delays
  • Tracking concerns
  • Failed delivery attempts
  • Incorrect delivery information
  • Delivery status
  • Courier-related concerns
  • Damaged packages
  • Other shipping matters

We may review available shipment information and, where appropriate, coordinate with the applicable logistics provider.

Delivery timelines are generally estimates and may be affected by circumstances outside our reasonable control.

For complete information, customers should review our Shipping & Delivery Policy.

10. Payment Support

Customers may contact us regarding:

  • Payment failures
  • Pending payments
  • Amount debited but order not confirmed
  • Duplicate payments
  • Payment-status discrepancies
  • Refund-related payment questions

Customers should provide the relevant transaction/reference number where available.

Payment-related issues may require verification with the applicable payment provider, bank, UPI provider, card issuer, or other financial institution.

11. Cancellation Support

Customers wishing to cancel an order should contact us as soon as possible.

Cancellation requests are subject to the current status of the order.

If an order has already been processed, packed, or dispatched, cancellation may no longer be possible.

Customers should refer to the Cancellation Policy for complete terms.

12. Return & Refund Support

Customers who believe that they have received an eligible damaged, defective, incorrect, or otherwise returnable product may contact customer support.

Depending on the circumstances, we may request:

  • Order number
  • Product photographs
  • Packaging photographs
  • Shipping-label photographs
  • Product videos
  • Description of the issue
  • Other information reasonably necessary for verification

Return and refund requests are subject to our Return & Refund Policy.

13. Exchange Support

Where exchanges are available for a particular product, customers may contact support to determine whether the requested exchange can be considered.

Exchange availability may depend on:

  • Product eligibility
  • Product condition
  • Requested size or variant
  • Stock availability
  • Applicable promotional conditions
  • Other relevant requirements

An exchange is not guaranteed where the requested replacement is unavailable.

14. Damaged or Incorrect Product Support

If a customer receives a product that appears damaged or different from the item ordered, the customer should contact us promptly.

Customers are encouraged to retain the product and packaging until the matter has been reviewed.

Photographs or videos may be requested to help verify:

  • Product condition
  • Packaging condition
  • Shipping label
  • Product identity
  • Nature of the reported issue

The applicable resolution will be determined according to the relevant policies.

15. Refund Support

If a refund has been approved but has not appeared in the customer's account, the customer may contact support.

We may verify:

  • Order number
  • Refund status
  • Refund reference, where available
  • Original payment method
  • Payment transaction
  • Other relevant information

Once a refund has been initiated, the actual time required for the amount to reach the customer's account may depend on the payment provider or financial institution.

16. Complaint & Grievance Support

Customers who have a complaint that they believe requires formal review may use our Grievance Redressal Policy.

Complaints may relate to:

  • Products
  • Orders
  • Payments
  • Shipping
  • Returns
  • Refunds
  • Cancellations
  • Customer service
  • Website experience
  • Other legitimate concerns

Customers should provide sufficient information to allow the matter to be investigated.

17. Response & Resolution

We aim to respond to customer enquiries and complaints within a reasonable period.

The time required to resolve an issue may vary depending on:

  • Nature of the enquiry
  • Complexity of the complaint
  • Information provided
  • Need for order verification
  • Product inspection
  • Payment-provider involvement
  • Courier investigation
  • Third-party responses
  • Other circumstances beyond our direct control

Some issues may therefore require additional time before a final resolution can be provided.

18. Support for Third-Party Issues

Certain customer issues may involve third-party service providers, such as:

  • Payment gateways
  • Banks
  • UPI providers
  • Card issuers
  • Courier companies
  • Logistics providers
  • Technology service providers

Where appropriate, we may coordinate with the relevant service provider.

However, we cannot directly control the internal processes, systems, or processing times of independent third parties.

19. Customer Verification

For security and privacy purposes, we may need to verify the identity or order information of a customer before providing certain account, order, payment, or refund information.

Verification may involve:

  • Order number
  • Customer name
  • Registered contact details
  • Transaction information
  • Delivery information

We aim to request only information reasonably necessary for handling the relevant support matter.

20. Customer Privacy

Customer information submitted through support channels will be handled in accordance with our Privacy Policy and applicable requirements.

Customers should avoid sending unnecessary sensitive personal information.

Where possible, customers should provide only the information necessary for resolving the specific issue.

21. Payment Security Warning

Our customer-support team will never require a customer to disclose an OTP, UPI PIN, ATM PIN, CVV, card PIN, banking password, or net-banking password to process a legitimate refund, cancellation, payment correction, or support request.

Customers should never share confidential banking credentials with individuals claiming to represent bonusclothes.

If a customer receives a suspicious payment-related request, they should stop the transaction and contact us through the official contact details published on bonusclothes.shop.

22. Communication Accuracy

Customers should provide truthful and accurate information when contacting customer support.

False, misleading, manipulated, or incomplete information may make it difficult to properly investigate an issue.

Where photographs or videos are requested, customers should provide genuine and relevant material relating to the order in question.

23. Unauthorised or Abusive Support Requests

We aim to assist legitimate customers fairly.

We reserve the right to take appropriate action where there is reasonable evidence of:

  • Fraudulent activity
  • False claims
  • Repeated abusive conduct
  • Manipulated evidence
  • Product substitution
  • Refund abuse
  • Promotional abuse
  • Threatening or unlawful behaviour

Any action taken will be subject to applicable law and our other website policies.

Nothing in this section prevents customers from raising legitimate complaints or exercising their lawful rights.

24. Support for Website Users

Customers may also contact us regarding general website issues, including:

  • Difficulty accessing product information
  • Checkout problems
  • Payment-page issues
  • Broken functionality
  • Incorrect information
  • Technical problems
  • Other website-related concerns

Where a technical issue is identified, we will make reasonable efforts to investigate or correct it.

25. Support for Order Information

Customers should retain their order confirmation and transaction records.

Useful information includes:

  • Order number
  • Product details
  • Payment confirmation
  • Transaction/reference number
  • Shipping/tracking details
  • Customer-support correspondence

These records may help us identify and resolve an issue more efficiently.

26. No Unauthorised Payment Requests

Customers should complete payments only through the payment methods and payment interfaces made available through the official website.

bonusclothes will not ask customers to transfer money to an unrelated personal account or provide confidential banking credentials in order to receive a legitimate refund.

If a customer receives a suspicious request, they should contact us using the official support details.

27. Policy Relationship

This Customer Support Policy should be read together with our other website policies, including:

  • Terms & Conditions
  • Privacy Policy
  • Shipping & Delivery Policy
  • Return & Refund Policy
  • Cancellation Policy
  • Payment Policy
  • Grievance Redressal Policy
  • Disclaimer
  • Other applicable policies published on bonusclothes.shop

The relevant specific policy will apply to the particular issue being raised.

28. Policy Updates

We may update this Customer Support Policy when necessary to reflect changes in:

  • Customer-support procedures
  • Business operations
  • Contact methods
  • Website functionality
  • Payment arrangements
  • Shipping arrangements
  • Legal or regulatory requirements

The latest version published on bonusclothes.shop will represent the current version of this policy.

29. Applicable Law

This policy shall be interpreted together with applicable laws and regulations.

Nothing in this policy is intended to remove, restrict, or waive any customer right or legal remedy that cannot lawfully be excluded or restricted.

Where a mandatory legal requirement conflicts with any provision of this policy, the applicable legal requirement will prevail to the extent of the conflict.

30. Customer Acknowledgement

By using bonusclothes.shop or contacting our support team, customers acknowledge that:

  • Official support should be accessed through the contact details published on the website.
  • Order numbers and transaction details may be required for verification.
  • Some matters may require investigation before a final response can be provided.
  • Payment and logistics issues may involve third-party service providers.
  • Return, refund, cancellation, shipping, and payment matters are subject to their respective policies.
  • Customers should provide accurate information.
  • Customers should not share confidential banking credentials with anyone claiming to provide support.
  • Legitimate complaints and feedback are welcome.

We are committed to providing a transparent, accessible, and professional support experience to customers of bonusclothes.

Official Customer Support Contact

bonusclothes
Legal Name: LAKUM KARTIK RATILAL
Business Constitution: Proprietorship
GSTIN: 24FPCPR3536G1ZV
Business Address: Plotvistar, Chamardi, Bhavnagar, Gujarat – 364310, India

Email: bonusclothes.shop@outlook.in
Phone: +91 9725178981
Website: bonusclothes.shop

For order-related assistance, please include your Order Number whenever possible.