Support Policy

Welcome to Kopen.com.bd! We’re committed to providing excellent customer support to ensure a smooth and enjoyable shopping experience. This Support Policy outlines how we address customer inquiries, complaints, and any issues related to our products and services. Please read this policy carefully to understand how we can assist you best.

1. Customer Support Availability

Our customer support team is available to assist you from 9:00 AM to 9:00 PM (Bangladesh Standard Time) every day, excluding national holidays. During these hours, we can be reached through:

• Email: contact@kopen.com.bd
• Phone: +88 0174-4141303
• Live Chat: Available on our website

2. Response Time

• Email Inquiries: We strive to respond within 24 hours.
• Phone and Live Chat: Immediate response during support hours.

In case of high inquiry volumes, response times may vary, but rest assured, we’ll attend to your query as soon as possible.

3. Order-Related Support

For assistance with order-related issues, including but not limited to order status, shipping updates, or delivery inquiries, please provide your order number when contacting us. This helps us locate your order quickly and provide accurate assistance.

4. Returns and Refunds

We offer returns and refunds under certain conditions as specified in our Return and Refund Policy. To initiate a return or refund request, please visit Returns & Refunds. Be sure to review our terms to confirm eligibility for a return or refund.

5. Product Issues and Warranty Support

If you encounter any issues with a product purchased from Kopen.com.bd, please contact us within 7 days of receiving the item. For products covered under warranty, we will assist you in obtaining warranty service as per the manufacturer's terms.

6. Technical Assistance

For any technical assistance with digital products, software downloads, or account issues, our team is here to help. Please include as much information as possible about the issue you’re experiencing.

7. Feedback and Complaints

Your feedback is valuable to us. If you have any complaints or suggestions to improve our services, please reach out via email. We take all feedback seriously and aim to address any concerns promptly.