Bulkimart Support Policy

Effective Date: 28 August 2026

At Bulkimart, we are committed to providing prompt, reliable, and professional support to our wholesale customers. This Support Policy outlines our support channels, operating hours, response process, and escalation procedures.

1. Purpose

The purpose of this Support Policy is to establish clear guidelines for customer support and ensure that inquiries, complaints, and service-related issues are handled efficiently and professionally.

2. Scope

This Policy applies to all Bulkimart wholesale customers seeking assistance related to the Bulkimart platform, products, orders, accounts, payments, and services.

3. Support Channels

Email Support

Customers can contact Bulkimart Support at:

Email: support@bulkimart.com

Email support is available for general inquiries, complaints, order-related issues, account assistance, and other support requests.

Phone Support

Customers can contact our support team at:

Phone: 9643966543

Support Hours: Monday to Friday, 9:00 AM to 6:00 PM IST.

Live Chat

Live Chat may be available through the Bulkimart website during applicable support hours for customers who require quick assistance.

Help Center

Customers may use the Bulkimart Help Center for FAQs, guides, product information, and troubleshooting assistance.

4. Support Hours & Response Times

Business Hours:
Monday to Friday, 9:00 AM to 6:00 PM IST.

Expected Response Times:

• Email: Initial response generally within 24 hours.
• Phone: Assistance during business hours, subject to agent availability.
• Live Chat: Assistance during applicable business hours, subject to availability.
• Complex Issues: Certain cases may require additional time for investigation and resolution.

Response times are indicative and may vary depending on the complexity of the issue, information required, or involvement of third-party service providers.

5. Support Categories

Bulkimart Support can assist customers with matters including:

Order Support

• Placing orders
• Order status
• Order modifications, where applicable
• Order cancellation requests
• Delivery-related issues
• Missing or incorrect products

Account Management

• Account registration
• Login and access issues
• Account information
• Account permissions and related assistance

Product Inquiries

• Product availability
• Product specifications
• Pricing-related inquiries
• Product information

Payment & Billing

• Payment-related concerns
• Billing and invoice queries
• Refund-related inquiries
• Payment confirmation issues

Technical Support

• Website or app navigation
• Login problems
• Technical errors
• Platform-related issues

Returns & Refunds

• Return requests
• Exchange requests
• Refund status
• Eligibility-related questions

6. Support Request & Resolution Process

Bulkimart generally follows the following process for handling customer support requests:

Step 1: Request Submission

Customers can contact Bulkimart through the available support channels and provide relevant details regarding their issue.

Step 2: Ticket Creation

Where applicable, the request will be recorded in our support system for tracking and follow-up.

Step 3: Initial Review

A support representative will review the request and may contact the customer for additional information or documentation.

Step 4: Investigation & Resolution

Our support team will investigate the matter and provide an appropriate solution or next steps.

Step 5: Follow-Up

Where appropriate, Bulkimart may follow up with the customer to confirm whether the issue has been resolved and collect feedback regarding the support experience.

7. Escalation Process

If a customer believes that an issue has not been adequately resolved, the customer may request escalation to a senior support representative.

Escalated requests will be reviewed as soon as reasonably practicable, generally within 24 hours, subject to the complexity of the issue and availability of the information required for investigation.

For matters involving third-party providers, manufacturers, banks, payment gateways, logistics partners, or other external parties, resolution may take additional time.

8. Customer Responsibilities

To help us resolve issues efficiently, customers are requested to:

• Provide accurate account and contact information.
• Provide the relevant order or invoice number.
• Clearly describe the issue or concern.
• Provide photographs, videos, documents, or other information where reasonably required.
• Respond promptly to requests for additional information.
• Treat Bulkimart support representatives respectfully and professionally.

Providing complete and accurate information can help reduce resolution time.

9. Feedback & Service Improvement

We value customer feedback and encourage customers to share their experience with Bulkimart Support.

Feedback may be used to:

• Improve customer service;
• Identify recurring issues;
• Improve our products and services;
• Enhance website and app functionality; and
• Improve our overall customer experience.

10. Third-Party Products & Services

Bulkimart Support is primarily responsible for issues relating to Bulkimart's platform, services, orders, and applicable marketplace processes.

Where an issue is directly related to a third-party manufacturer, payment provider, logistics provider, or other external service provider, customers may be directed to the relevant provider or Bulkimart may coordinate with the provider where appropriate.

Manufacturer warranties and after-sales services will generally be governed by the applicable manufacturer's terms.

11. Limitations of Support

Bulkimart will make reasonable efforts to assist customers; however, resolution times may vary depending on:

• The nature and complexity of the issue;
• Information or documents required from the customer;
• Third-party dependencies;
• Technical issues;
• Payment or banking processes;
• Logistics and delivery circumstances; or
• Events outside Bulkimart's reasonable control.

Nothing in this Support Policy is intended to limit any rights or remedies available to customers under applicable law.

12. Customer Complaints & Grievance Redressal

Customers who wish to raise a formal complaint or grievance may contact:

Bulkimart Customer Support
Email: support@bulkimart.com
Phone: 9643966543

Bulkimart will handle complaints in accordance with its applicable policies and legal requirements.

Where required by applicable law, Bulkimart may separately provide the details of its designated Grievance Officer and formal grievance-redressal mechanism.

13. Policy Review & Updates

Bulkimart may review and update this Support Policy from time to time to improve customer service and reflect changes in our business operations, technology, or applicable requirements.

Any updated version will become effective when published on the Bulkimart website or otherwise communicated through applicable channels.

14. Contact Information

For support, questions, complaints, or assistance, please contact:

Bulkimart Customer Support
Email: support@bulkimart.com
Phone: 9643966543
Support Hours: Monday to Friday, 9:00 AM to 6:00 PM IST

Bulkimart — Sabse Smart Bulkimart