Support Policy Page

At Kreatives.co.ke, we are committed to providing exceptional support to ensure a seamless experience for our valued customers. Our Support Policy outlines the guidelines and procedures we follow to assist you with any queries, concerns, or issues you may encounter while using our products and services.

1. Customer Support Channels

We offer multiple channels to connect with our dedicated support team:

• Email Support: Reach out to us at support@kreatives.co.ke for assistance. Our team will respond promptly to your inquiries.

• Live Chat: Our website features a live chat option that allows you to chat with our support representatives in real-time during business hours.

2. Support Hours

Our support team is available to assist you during our regular business hours:

• Monday to Friday: 9:00 AM to 6:00 PM (GMT+3)
• Saturday: 10:00 AM to 2:00 PM (GMT+3)
• Sunday: Closed

3. Types of Support

We offer the following types of support to cater to your needs:

• Technical Support: If you encounter technical issues with any of our products, our technical support team will guide you through troubleshooting steps to resolve the problem.

• Product Information: If you have questions about our products' features, specifications, or compatibility, our support team can provide detailed information to help you make informed decisions.

• Order Assistance: If you need help placing an order, tracking your order status, or making changes to an existing order, our team will assist you throughout the process.

• General Inquiries: For any other non-technical inquiries or concerns, feel free to reach out to us. We're here to provide information and address your questions.

4. Response Time

We strive to respond to all inquiries within 24 hours during our regular business hours. Please note that response times may vary based on the volume of inquiries.

5. Escalation Process

If you're not satisfied with the initial response or resolution provided by our support team, you have the option to escalate the matter. Simply let our representative know, and your inquiry will be forwarded to a higher level of support for further assistance.

6. Remote Assistance

In some cases, we may offer remote assistance to help diagnose and resolve technical issues more efficiently. This requires your consent and cooperation.

7. Support Resources

We provide a range of resources to assist you, including:

• Frequently Asked Questions (FAQs): Our website features a comprehensive FAQ section that addresses common questions and concerns.

• User Manuals and Guides: For our products, we offer user manuals and guides that provide step-by-step instructions and useful information.

8. Feedback and Suggestions

We value your feedback and suggestions. If you have ideas for improving our products or services, please share them with us. Your input helps us enhance your experience.

9. Warranty and Returns

For information regarding product warranties, returns, and exchanges, please refer to our Warranty and Returns Policy.

10. Closing Note

Our support team is here to assist you every step of the way. At Kreatives.co.ke, we prioritize your satisfaction and aim to provide timely and effective support to ensure your experience with our products is nothing short of excellent.

If you require assistance, have questions, or need clarification, please don't hesitate to reach out to us via email at support@kreatives.co.ke or through our live chat on the website. Thank you for choosing Kreatives.co.ke – we look forward to serving you!