Support Policy

Effective Date: November 19, 2024

At Adbuild.ae, we are committed to providing exceptional customer support in compliance with Google Merchant Center rules and general customer support standards. Our goal is to ensure a seamless and satisfactory experience for every customer.

---

1. Customer Support Channels

We offer multiple channels for you to contact our support team:

1.1 Email Support

• Email: [email protected]
• Response Time: We aim to respond to all email inquiries within 24 hours during working days.

1.2 Phone Support

• Phone: +971 2 551 1633
• Working Hours: 8 AM to 4 PM (GMT+4), Monday to Saturday

1.3 In-Store Support

• Address: ADBuild Building, 9 8th St, Mussafah, Abu Dhabi, UAE
• Working Hours: 8 AM to 4 PM (GMT+4), Monday to Saturday
  Visit our store for in-person assistance with your inquiries or issues.

1.4 Online Contact Form

• Website: https://adbuild.ae
  Fill out our online contact form, and a representative will get back to you promptly.

---

2. Support Hours

Our customer support team is available during the following hours:

• Days: Monday to Saturday
• Hours: 8 AM to 4 PM (GMT+4)

We are closed on Sundays and public holidays. Inquiries received outside working hours will be addressed on the next business day.

---

3. Support Services Offered

3.1 Product Information and Recommendations

• Detailed information on product features, specifications, and availability
• Personalized product recommendations to meet your needs

3.2 Order Assistance

• Help with placing new orders or modifying existing ones
• Guidance on payment options and order confirmations

3.3 Shipping and Delivery Inquiries

• Tracking your shipment status
• Addressing delivery issues or delays

3.4 Returns and Exchanges

• Assistance with initiating returns or exchanges
• Information on our Return and Exchange Policy

3.5 Technical Support

• Troubleshooting website or online service issues
• Assistance with account creation, login problems, and password resets

---

4. Response Time Commitments

• Email and Online Inquiries: Response within 24 hours during working days
• Phone Calls: Immediate assistance during working hours
• In-Store Visits: Support provided on a first-come, first-served basis during working hours

---

5. Customer Responsibilities

• Provide Accurate Information: To assist you effectively, ensure you provide complete and accurate information regarding your inquiry or issue.
• Respectful Communication: We expect all customers to interact with our staff courteously and respectfully.

---

6. Feedback and Complaints

We value your feedback and use it to improve our services. If you have suggestions, compliments, or complaints, please contact us:

• Email: [email protected]
• Phone: +971 2 551 1633
• Mail: Send a letter to our physical address listed above

We take all feedback seriously and will address it promptly.

---

7. Privacy and Confidentiality

We are committed to protecting your privacy. Any personal information shared during support interactions will be handled in accordance with our Privacy Policy.

---

8. Limitations of Support

• Third-Party Products: Support is limited to products and services purchased directly from Adbuild.ae.
• External Services: We are not responsible for issues related to third-party websites or services.

---

9. Escalation Process

If your issue is not resolved to your satisfaction, you may request escalation to a supervisor or manager. We are committed to resolving all issues promptly and effectively.

---

10. Updates to Support Policy

Adbuild.ae reserves the right to modify this Support Policy at any time. Changes will be posted on this page and will take effect immediately upon posting.

---

11. Contact Us

For any questions or additional information regarding our Support Policy, please contact us:

• Email: [email protected]
• Phone: +971 2 551 1633
• Working Hours: 8 AM to 4 PM (GMT+4), Monday to Saturday
• Address: ADBuild Building, 9 8th St, Mussafah, Abu Dhabi, UAE
• Website: https://adbuild.ae

Thank you for choosing Adbuild.ae! We are here to assist you.