Sougak Support Policy

1. Introduction

At Sougak, we are committed to providing exceptional customer support to ensure a smooth and hassle-free shopping experience. This policy outlines our support services, response times, and customer assistance guidelines.

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2. Support Channels

Customers can reach out to us through the following channels:

Email: support@sougak.com
Phone: +974 7198 7684
Live Chat: Available on our website
Social Media: Facebook, Instagram, and WhatsApp

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3. Support Availability

Our support team is available 24/7, ensuring assistance at any time.

Response Time: We guarantee a response within 6 hours for all inquiries.

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4. Response Times

We aim to provide prompt support based on the following response time guidelines:

• Live Chat & Phone: Immediate response during peak hours
• Email & Social Media Messages: Response within 6 hours
• Technical Support & Escalated Issues: Resolution within 12-24 hours (depending on the complexity)

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5. Support Services

We offer assistance in the following areas:

✅ Order Inquiries: Tracking, status updates, and modifications
✅ Product Assistance: Guidance on features, usage, and compatibility
✅ Returns & Refunds: Processing returns and refund requests as per our policy
✅ Warranty Claims: Support for warranty-related issues
✅ Technical Support: Troubleshooting product-related problems
✅ Account & Payment Issues: Assistance with login, payments, and security concerns

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6. Refurbished Items Policy

At Sougak, we offer certified refurbished products that have been tested for full functionality.

Condition & Testing: All refurbished items undergo strict quality checks and testing before being sold.
Warranty Coverage: Refurbished products may have limited warranty coverage, which will be specified on the product page.
Returns & Refunds:

• Refurbished items are eligible for return within 3 days of purchase if found defective.
• Returns for non-defective refurbished products are not accepted unless otherwise stated.
  Support & Repairs: Customers can reach out for technical assistance on refurbished items, and we will provide guidance on warranty claims or repair options.

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7. Returns & Refund Support

Customers can request returns or refunds as per our Return & Refund Policy. Our support team will guide customers through the process, ensuring a seamless resolution.

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8. Warranty Support

For products covered under warranty, Sougak will assist customers in claiming warranties directly from manufacturers or authorized service centers. Customers must provide proof of purchase and warranty details.

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9. Complaint Resolution

If a customer is dissatisfied with our service, they can escalate the issue to support@sougak.com with the subject line "Complaint – Urgent Attention." Our team will review and respond within 6 hours.

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10. Limitations of Support

Our support does not cover:
❌ Third-party product repairs not purchased from Sougak
❌ Damage due to misuse, accidents, or unauthorized modifications
❌ Assistance with products beyond their warranty period

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11. Policy Updates

Sougak reserves the right to modify this Support Policy at any time. Updates will be posted on our website, and customers are encouraged to review it periodically.