Last Updated: [Date]
Effective Date: [Date]
At The Man Herbs (operated by Vasya Herbals), we are committed to providing exceptional customer support. This policy outlines how we assist you with inquiries, issues, and feedback related to our products and services.
We provide support through the following channels:
Email: shop@themanherbs.com (Primary)
Phone: [+91 XXXXX XXXXX] (Monday–Friday, 10 AM–6 PM IST)
Contact Form: Available on our website
WhatsApp Business: [+91 XXXXX XXXXX] (for quick queries)
Social Media: Instagram & Facebook DMs (for general inquiries only)
Regular Support Hours: Monday–Friday, 10:00 AM – 6:00 PM IST
Holidays: Closed on Indian national holidays and regional festivals (list published on website annually)
Off-Hours: Queries received outside support hours will be addressed the next business day
Product information and usage guidance
Ingredient and sourcing details
Dosage and compatibility inquiries
Customized recommendations based on wellness goals
Order status and tracking
Shipping address updates (if order not yet shipped)
Payment issues and failed transactions
Bulk or wholesale order inquiries
Delivery delays or issues
Damaged or incorrect items received
Return and refund process assistance
Product usage follow-up and guidance
Website navigation and account issues
Login or password recovery
Payment gateway errors
Subscription management
General guidance on herbal supplementation
Lifestyle integration tips
Note: We do not provide medical advice. For health-related concerns, customers are advised to consult a healthcare professional.
Medical diagnoses, prescriptions, or treatment plans
Legal or regulatory advice
Third-party product issues
Issues arising from misuse or improper storage of products
Support for purchases made from unauthorized resellers
| Type of Inquiry | Initial Response Time | Resolution Goal |
|---|---|---|
| General Inquiries | Within 24 hours | 1–2 business days |
| Order-Related Issues | Within 12 hours | 1 business day |
| Product Complaints | Within 6 hours | 2–3 business days |
| Technical Issues | Within 24 hours | 3–5 business days |
| Urgent/Delivery Issues | Within 4 hours | 24 hours |
Note: Complex issues may require additional time for investigation.
If your issue is not resolved satisfactorily:
Request escalation in your email thread or phone conversation
Your case will be reviewed by a Senior Support Specialist within 24 hours
For further escalation, contact our Grievance Officer:
Name: [Name of Grievance Officer]
Email: grievance@themanherbs.com
Response Time: Within 48 hours
To help us serve you faster, please provide:
Full name and contact information
Order number (if applicable)
Product name and batch number (found on packaging)
Clear description of the issue
Relevant photos or documents (for damaged/defective products)
Primary Language: English
Secondary Languages: Malayalam, Hindi
Translation support available for other Indian languages upon request
All support interactions are recorded for quality and training purposes
Monthly review of support metrics and customer satisfaction
Continuous training for support staff on product knowledge and customer service
We value your feedback:
Share your experience: feedback@themanherbs.com
Complaint resolution target: 7 business days
All feedback is reviewed monthly to improve our products and services
We may update this Support Policy periodically. Changes will be posted on our website with the updated effective date.
The Man Herbs (by Vasya Herbals)
Email: shop@themanherbs.com
Phone: +91 XXXXX XXXXX
Hours: Mon–Fri, 10 AM–6 PM IST
Address: [Registered Office Address], Wayanad District, Kerala, India
Grievance Officer:
Name: [Name of Grievance Officer]
Email: grievance@themanherbs.com
Address: [Grievance Officer Address]
We’re here to help you experience the best of nature’s vitality. Your trust drives our commitment.
