Customer Support Policy

This Customer Support Policy explains how Tech2BD provides pre-sales and after-sales assistance for customers in Bangladesh. Our goal is to respond to your queries, complaints, and service requests in a timely and transparent manner, in line with applicable consumer protection and e-commerce guidelines.

1. Support Channels

You can reach our support team using one or more of the following channels, subject to availability:

• Phone support using the contact number provided on the website;
• Email support using the official support email address;
• Contact form or live chat (where available) on the website;
• Social media inbox or messaging platforms officially linked from our site.

For faster resolution, please provide your order number, registered phone number, and clear details of your query or complaint.

2. Support Hours

Standard support hours are typically within regular business days in Bangladesh, excluding weekly holidays and national holidays. Exact operating hours may be mentioned on the contact page or business profile. Queries submitted outside working hours may be attended to on the next working day.

3. Types of Assistance

Our support team can assist you with:

• Information about products, availability, and ongoing offers;
• Order placement, payment confirmation, and order status updates;
• Delivery tracking, rescheduling where possible, and basic courier information;
• Return, replacement, and refund requests according to our Return Policy;
• Account-related issues such as login problems or profile updates;
• Feedback, complaints, and suggestions for improving our services.

4. Response and Resolution Times

We aim to acknowledge your query or complaint as soon as reasonably possible within working hours. Complex cases may require coordination with logistics partners, payment gateways, or suppliers, and may therefore take additional time. We will keep you updated on the status of your case whenever necessary until a final resolution is reached.

5. Customer Responsibilities

For efficient support, you are requested to:

• Provide accurate and complete information when raising a query or complaint;
• Keep records such as invoices, SMS notifications, or delivery slips for reference;
• Cooperate with our team during investigation of issues, including sharing necessary photos, videos, or documents;
• Communicate respectfully with support staff; abusive or threatening behavior may result in limited support.

6. Escalation of Complaints

If you feel that your concern has not been adequately resolved, you may request escalation to a senior support representative or supervisor, where available. We will review the matter again and attempt to provide a fair solution in line with our policies and applicable laws in Bangladesh.

7. Third-Party Services and Warranties

Some products or services may come with manufacturer or supplier warranties, installation support, or direct brand service centers. In such cases, we may guide you to coordinate with the respective third party as per their processes and warranty terms, while still providing reasonable support from our side where possible.

8. Compliance with Regulations

Our customer support activities aim to comply with the Consumer Rights Protection Act 2009 and relevant e-commerce policies and guidelines issued in Bangladesh. If any provision of this Customer Support Policy conflicts with mandatory legal requirements, the applicable law of the People’s Republic of Bangladesh shall take precedence.

9. Updates to This Policy

We may revise this Customer Support Policy from time to time to reflect operational changes, regulatory updates, or improvements in our service model. The latest version will always be available on this page, and your continued use of Tech2BD will indicate your acceptance of the updated policy.