Customer Support Policies and Free Consultation Charges

Welcome to JapanStore.lk! We value our customers and strive to provide exceptional support and transparency. Below are the details regarding our customer support policies and free consultation charges.
 

Customer Support Policies

1. Support Availability:
   1.1. Our support team is available 24/7 to address your concerns and inquiries.
   1.2. You can reach us via email at japanstore.info@gmail.com, through our live chat service on the website, or via WhatsApp at 071-111-1877 and 0711 801 888.

2. Response Time:
   2.1. We aim to respond to all inquiries within 24 hours.
   2.2. For urgent matters, please use the "Priority Support" option in our contact form.

3. Support Channels:
   3.1. Email Support: Suitable for detailed queries or documentation requests.
   3.2. Live Chat: Best for quick questions and instant assistance.
   3.4. WhatsApp Support: Ideal for real-time assistance and quick consultations.

4. Company Information and System Security:
   4.1. Our support team reserves the full authority to decline providing sensitive or internal company information, including details about our company systems, processes, and operations.
   4.2. This policy is in place to protect the integrity and security of our company.

5. Misuse and Harassment Policy:
   5.1. We are committed to maintaining a respectful and supportive environment.
   5.2. Our support team reserves the right to stop providing customer service in the following situations:
   5.2.1. Harassment, abuse, or threatening behavior towards our support team.
   5.2.2. Fraudulent activities, including providing false or misleading information.
   5.2.3. Intentional time-wasting or engaging in conversations with no legitimate purpose.
   5.2.4. Persistent unpleasant or disruptive behavior.
   5.3. Violations of this policy may result in:
   5.3.1. Account suspension.
   5.3.2. Permanent account bans.
   5.3.3. Legal action, depending on the severity of the behavior.

6. Nickname Usage:
   6.1. To create a friendly and approachable atmosphere, our support team may use nicknames while assisting you.
   6.2. If you prefer a formal interaction, please let us know.

7. Returns and Refunds:
   7.1. Please review our Return and Refund Policy for information on product returns, exchanges, and refunds.
   7.2. You can find this policy on our "Terms & Conditions" page.

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Free Consultation Charges

At JapanStore.lk, we offer free consultations for selected services to help you make informed decisions. Here’s how it works:

1. Eligibility for Free Consultation:

   • Free consultations are available for customers exploring:

     • Product recommendations (up to 50 products).

     • Bulk order requirements.

     • Special gift or customization requests.

2. Consultation Process:

   • Book your free consultation through our website's booking form or via WhatsApp.

   • Specify the type of assistance you need to help us prepare for your session.

   • Free consultations are limited to 30 minutes per session or up to 50 products for product-related inquiries.

3. Additional Sessions:

   • If further assistance is needed beyond the free session, additional consultations are available for a nominal fee. Details will be provided during the initial session.

4. Conditions:

   • Free consultations are non-binding, and no purchase obligation is required.

   • Missed appointments without prior notice may result in forfeiting the free session privilege.

For more information or to book your consultation, visit our "Contact Us" page, reach out directly to our support team, or message us on WhatsApp.

Thank you for choosing JapanStore.lk!