Support Policy
Effective Date: [1st December 2025] Last Updated: [11th December 2025]
1. Purpose
This Support Policy outlines how MKE IMPORTS provides assistance to customers who purchase products or services through our website mkeimports.com. Our goal is to ensure timely, effective, and courteous support for all inquiries.
2. Scope of Support
We provide support for:
Order Assistance: Placing, tracking, modifying, or canceling orders.
Product Information: Details about features, specifications, and usage.
Payment & Billing: Issues related to payments, invoices, and subscriptions.
Shipping & Delivery: Tracking shipments, resolving delays, or reporting missing items.
Returns & Refunds: Guidance on return procedures and refund eligibility.
Technical Issues: Website navigation, account access, or checkout problems.
3. Support Channels
Customers can reach us through:
Email: info@mkeimports.com
Phone: 0245503096
Support Tickets: Available to all registered customers.
4. Availability
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM GMT.
Response Time: We aim to respond within 3 hours during business days.
After‑Hours Support: Inquiries received outside business hours will be addressed on the next working day.
5. Customer Responsibilities
To help us resolve issues quickly, customers should:
Provide accurate order details (order number, product name, etc.).
Share clear descriptions of the issue.
Respond promptly to requests for additional information.
6. Escalation Process
If an issue cannot be resolved at the first level:
Tier 1: Initial support agent review.
Tier 2: Escalation to senior support staff.
Tier 3: Management review for complex or unresolved cases.
7. Limitations
Our support does not cover:
Issues caused by third‑party services outside our control (e.g., external payment gateways).
Unauthorized modifications to products.
Requests unrelated to purchases made through our website.
8. Policy Updates
We may update this Support Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.
9. Contact Us
For questions about this Support Policy, please contact us at: Email: info@mkeimports.com Phone: 0245503096
