Support Policy

Rai Brother and Company Cleaning Products

This Support Policy outlines the commitment of Rai Brother and Company to its customers regarding inquiries, product assistance, and complaint resolution for its range of cleaning products.

1. Support Channels and Hours

We are committed to providing timely assistance through the following channels:

2. Scope of Support

Our dedicated support team can assist with the following:

·        Product Information: Details on ingredients, usage instructions, safety data sheets, and intended applications.

·        Order and Delivery Status: Tracking shipments, clarifying delivery timelines, and addressing logistics issues.

·        Product Issues: Addressing complaints related to quality, consistency, packaging defects (e.g., leaking bottles, faulty spray nozzles), or receiving incorrect items.

·        Returns and Refunds: Guiding customers through the process outlined in the Return Policy.

·        Bulk/Trade Inquiries: Providing information for distributors, retailers, or bulk buyers.

3. Issue Resolution and Escalation

·        Triage: All support requests are logged and assigned to the appropriate team member immediately upon receipt.

·        First Contact Resolution: Our goal is to resolve common issues (e.g., tracking numbers, basic product questions) during the initial contact.

·        Escalation: If an issue cannot be resolved by the front-line team (e.g., a complex quality complaint or a delayed refund), it will be escalated to a senior manager within 24 hours. The customer will be informed of the escalation and provided with a reference number.

·        Quality Complaints: For issues concerning product quality, we may require details such as the batch number and manufacturing date (found on the packaging) and a photograph/video of the defect to facilitate a quick resolution, which may include a replacement.

4. Customer Conduct

We strive to treat all customers with respect and professionalism and expect the same in return. Any communication that is abusive, harassing, or threatening will result in immediate termination of the support request.

Next Step

Since the official policy is not available, I strongly advise you to reach out to the company for their definitive document. Based on the search results, here is their published email address for sales/inquiries:

·        Email: rai.vinod@raibrothers.co