Customer Support Policy

At Lokbuy, operated by PRIMECREW SERVICES PRIVATE LIMITED, customer satisfaction is our highest priority.
This Customer Support Policy explains how we assist our customers, response timelines, and ways to reach us for any help.

1. Our Commitment to You

We are committed to:

  • Providing quick, helpful, and courteous assistance.
  • Resolving your issues in a timely and fair manner.
  • Listening to feedback to improve your shopping experience.

2. Support Channels

You can reach our support team through:

  • Email: For general inquiries, order issues, and account support.
  • Phone Support: For urgent matters.
  • Helpdesk/Support Form: Available on our website to submit queries directly.

(We aim to add live chat support soon for even faster service.)

3. Response Time

We strive to respond to all queries as quickly as possible:

  • Email Queries: Within 24-48 business hours.
  • Phone Support: Available from [insert working hours] on all working days.
  • Helpdesk Tickets: Acknowledged within 24 hours and resolved within 3–5 business days depending on the complexity.

Note: Response times may vary during peak seasons, public holidays, or sale events.

4. Types of Issues We Handle

Our support team can assist you with:

  • Order tracking and delivery status.
  • Issues with payments or refunds.
  • Product return or exchange support.
  • Account login or access problems.
  • Reporting technical errors or website bugs.
  • Seller communication (for marketplace products).

5. Customer Expectations

We expect customers to:

  • Provide clear, honest, and complete information when raising an issue.
  • Treat our support team respectfully and patiently.
  • Follow up on queries within reasonable timeframes.

We are committed to respectful two-way communication for the best resolution.

6. Escalation Process

If you are not satisfied with the first response:

  • You can request escalation to a senior support executive.
  • We aim to resolve escalated cases within 5 business days.

You can escalate by replying to the email or calling our escalation support line (details will be provided during your first support interaction).

7. Policy Updates

We may modify or improve our Customer Support Policy at any time. Updates will be posted on Lokbuy and, when necessary, notified to users.

Contact Information

If you need help or wish to contact our customer support team:

PRIMECREW SERVICES PRIVATE LIMITED
1st Floor, Block No. 1, A Wing, Dixit Apartment,
Mahim Road, Palghar, Maharashtra – 401404
Phone: +91-9211418164
Email: primecrewpvtltd@gmail.com
Email: info@lokbuy.co