Effective Date: November 2025
Last Updated: November 2025

At Villagers Trend, customer satisfaction is our top priority. Our Support Policy is designed to ensure a smooth and

transparent experience for every customer and seller on our platform.

1. Customer Support Availability

Our support team is always ready to assist you with order-related or technical queries.
Support Timings:
Monday to Saturday – 10:00 AM to 7:00 PM
Sunday – Closed

Support Channels:

• Email: support@villagerstrend.com

• Support Ticket: Available under “My Account > Support” section

• WhatsApp Support (for updates only) – Link available on the website

2. Response & Resolution Time

• Initial Response: Within 24–48 working hours

• Issue Resolution: Within 3–7 working days depending on the query type

  • Product/Return Issue – Up to 7 working days

  • Refund/Wallet Query – Up to 5 working days

  • Technical/Website Support – Within 72 hours

3. Support Ticket Guidelines

To ensure faster resolution, customers are advised to:

• Mention the Order Code in every message.

• Attach photos or unboxing videos (for product issues).

• Use polite and clear language while describing the issue.

If the required proof or details are not provided within 3 days, the support ticket may be marked as closed automatically.

4. Product Quality or Damage Issues

If you receive a damaged, defective, or incorrect product:

• Raise a Support Ticket within 48 hours of delivery.

• Upload a partial unboxing video showing the issue clearly.

• Our team will review the proof and provide resolution (refund/replacement) based on the return policy.

  Note: Without proper video proof, claims for damage or defect will not be accepted.

5. Refund & Wallet Queries

• Refunds will be processed only after successful verification by the support team.

• If refund is approved, the amount will be credited to your Villagers Trend Wallet or original payment mode, depending on eligibility.

• Processing time: 3–7 business days after approval.

6. Escalation Process

If your issue is not resolved within the standard time, you can escalate it:
Level 1: support@villagerstrend.com
Level 2: escalation@villagerstrend.com (mention ticket ID)

Our senior support team will re-evaluate your case within 72 hours.

7. Seller Support

For sellers registered on Villagers Trend:

• Dedicated seller support available via seller@villagerstrend.com

• Queries related to pickup, payment, or RTO to be raised within 7 days of event occurrence.

• Sellers must follow packaging and labeling guidelines to avoid shipment rejections.

8. Policy Updates

Villagers Trend reserves the right to modify or update this Support Policy at any time without prior notice.

The latest version will always be available on our website.

9. Contact Us

For any questions or feedback regarding this policy:
 Email: support@villagerstrend.com
 Website: www.villagerstrend.com