Customer Support Policy

Company: Surgiease.com
Contact: info.surgiease@gmail.com 

At Surgiease, we are committed to providing prompt, reliable, and effective support to ensure a smooth experience before, during, and after your purchase.

1. Scope of Support

Our support team is available to assist with the following:

• Product inquiries and technical specifications

• Order status and tracking

• Shipping, delivery, and logistics queries

• Assistance with installation manuals (where applicable)

• Reporting damage during transit

• Warranty-related support

• Return and refund queries (as per our Return Policy)

2. Support Channels

You can reach our support team via:

• Email: info.surgiease@gmail.com

• Support Hours: Monday – Saturday | 10:00 AM – 6:00 PM (IST)

• Order Support: Available for queries regarding existing orders or returns

3. Response Times

We aim to respond to all support requests within:

• 24 hours on business days

• 48 hours for more complex queries or part replacement requests

Note: Response times may vary slightly during holidays or high-volume periods.

4. Installation & Assembly Support

• Most of our hospital furniture and equipment come with basic assembly instructions.

• For select high-value items, installation support may be available on request or through third-party services (charges may apply).

• Contact us in advance if you need assistance arranging installation.

5. Spare Parts & Damage Support

• In case of logistics damage, Surgiease will assist by replacing damaged parts—provided damage is reported within 48 hours of delivery.

• Please send clear images/videos and your order ID to help us process your request efficiently.

6. Limitations of Support

Our support does not cover:

• On-site servicing or physical inspections unless otherwise agreed

• Products beyond the warranty period

• Unauthorized modifications or tampering

• Third-party installation errors

7. Feedback & Escalations

We value your feedback. If you feel your issue was not resolved satisfactorily, you may escalate by writing to info.welltrust@gmail.com with subject line: "Escalation – Support Request" along with your ticket or order number.

8. Continuous Improvement

Surgiease is dedicated to improving its customer service processes based on your valuable feedback. We are constantly updating our knowledge base and training support staff to serve you better.