Support Policy Page

Green Store Support Department Policy

1. Introduction Welcome to the Green Store Support Department. These Terms and Conditions outline the rules and regulations governing the provision of support services by Green Store (hereinafter referred to as “we,” “our,” or “us”) to our valued customers (hereinafter referred to as “you” or “customer”). By accessing or utilizing our support services, you agree to abide by these Terms and Conditions. If you do not agree with any part of these terms, you should not use our support services.

2. Scope of Support Services 2.1 Support Channels: Support services are available through the following channels:

• Email: [email protected]

• Phone: +260978185594

• Online Support Portal: https://greensea.co.za/support

2.2 Supported Issues: We assist with the following:

• Product inquiries and usage guidance

• Troubleshooting technical issues related to products purchased from Green Store

• Warranty claims and repair support

• Order status and delivery updates

• Account and billing inquiries

2.3 Exclusions: We do not provide support for:

• Third-party products or services not purchased through Green Store

• Custom modifications or unauthorized alterations to purchased products

• Issues arising from improper usage or handling of products

3. Support Availability 3.1 Our support services are available during the following hours:

• Monday to Friday: 8:00 AM – 5:00 PM (CAT)

• Saturdays: 9:00 AM – 12:00 PM (CAT)

• Closed on Sundays and public holidays

3.2 Support requests submitted outside of these hours will be addressed during the next business day.

4. Customer Responsibilities To ensure efficient resolution of your support requests, you agree to: 4.1 Provide accurate and complete information regarding your issue, including order details, product serial numbers, and any relevant supporting documentation. 4.2 Follow our troubleshooting instructions and cooperate with our support team as necessary. 4.3 Avoid abusive, offensive, or inappropriate behavior toward our support representatives. Green Store reserves the right to terminate support services if such behavior occurs.

5. Response and Resolution Times 5.1 Response Time: We aim to respond to support inquiries within 24 hours during business hours. However, response times may vary based on the complexity and volume of requests. 5.2 Resolution Time: While we strive to resolve issues promptly, resolution times will depend on the nature of the issue and any required third-party involvement (e.g., manufacturer support).

6. Warranty and Repairs 6.1 Products under warranty are eligible for repair or replacement as per the warranty terms and conditions. 6.2 Customers must provide proof of purchase and comply with warranty terms to qualify for support. 6.3 Repairs for out-of-warranty products may incur charges, which will be communicated to you before proceeding.

7. Limitation of Liability 7.1 Green Store is not liable for any indirect, incidental, or consequential damages resulting from the use or inability to use support services. 7.2 Our maximum liability is limited to the purchase price of the product associated with the support request.

8. Changes to Support Policies Green Store reserves the right to modify these Terms and Conditions at any time. Any changes will be communicated via our website and will take effect immediately unless stated otherwise.

9. Governing Law These Terms and Conditions are governed by the laws of Zambia. Any disputes arising under or related to these terms will be resolved in accordance with Zambian law.

10. Contact Information For inquiries, feedback, or additional assistance, please contact us:

• Email: [email protected]

• Phone: +260978185594

• Address: 017 Fair Road, Monze, 20100 Zambia

By using Green Store’s support services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. Thank you for choosing Green Store.