Support Policy – DUSAN SPA

At DUSAN SPA, we are dedicated to providing exceptional customer support before, during, and after the sale. This Support Policy outlines the level of assistance we provide to our customers regarding products, order inquiries, installation guidance, and after-sales services.

1. Scope of Support
Our support services cover the following areas:

• Product Information & Selection Guidance
• Order Tracking & Status Updates
• Shipping & Delivery Coordination
• Installation Guidelines
• Warranty Claims
• After-Sales Service & Maintenance Support
• Return & Exchange Assistance

2. Customer Service Channels
You can reach our support team through the following channels:

• Phone:
  +97156-642 9790
  +
• Email:
  dusan.living@gmail.com
• WhatsApp Support: Available during business hours

3. Business Hours
Our customer support team is available during the following hours (UAE time):

• Sunday to Thursday: 9:00 AM – 6:00 PM
• Friday and Public Holidays: Closed
• Saturday: Limited support via WhatsApp or email (response within 24 hours)

4. Response Times

• General Inquiries: Within 1 business day
• Order and Delivery Support: Within 24 hours
• Technical or Product Support: Within 48 hours
• Warranty or Return Requests: Initial response within 3 business days

5. Installation Support

• We provide general installation guidance and product manuals upon request.
• On-site installation is not included by default and must be arranged separately, either
through certified partners or third-party service providers.

6. Warranty Support

• All warranty-related concerns are handled by our customer support team in coordination with our technical team.
• To file a warranty claim, customers must provide:
  • Original invoice or proof of purchase.
  • Description of the issue.
  • Photos or videos. (if applicable)

7. Product Maintenance Advice
Our team can guide customers on routine cleaning and maintenance practices to ensure the longevity and performance of the bathtubs.