At TUWA ("TUWA," "we," "our," or "us"), we are committed to providing excellent customer support to ensure a smooth and satisfying shopping experience for our valued customers. This Support Policy outlines our guidelines and procedures for addressing customer inquiries, concerns, and requests for assistance.

1. Contacting TUWA Support

Our customer support team is available to assist you through various channels:

Email: You can reach us via email at support@tuwa.com.gh

Phone: Our customer support hotline is +233 53 231 8174.

Live Chat: We offer a live chat option on our website during specified business hours.

Contact Form: You can submit inquiries through the contact form on our website.

2. Support Hours

Our standard customer support hours are as follows:

Monday to Friday: 6am to 9pm

Saturday: 6am to 9pm

Sunday: 11pm to 6pm

Please note that these hours are subject to change, and any adjustments will be communicated on our website.

3. Response Time

We aim to respond to customer inquiries and support requests promptly. Our target response time is within [Insert Target Response Time], but response times may vary depending on the volume of inquiries.

4. Types of Support Requests

Our customer support team is here to assist with a wide range of requests, including but not limited to:

Order inquiries and status updates

Product information and recommendations

Technical issues and website navigation assistance

Return and refund requests (as per our Return Policy)

Complaints, concerns, and feedback

5. Escalation of Issues

If you are not satisfied with the initial response or resolution provided by our customer support team, you may request to escalate the matter to a supervisor or manager. We will make every effort to address your concerns promptly and effectively.

6. Feedback and Suggestions

We value your feedback and suggestions for improving our services. Please feel free to share your thoughts with us, as it helps us enhance our platform and customer support.

7. Language Support

Our customer support is primarily available in English, Twi. However, we may also provide support in other languages based on availability and demand.

8. Holidays and Special Events

During holidays or special events, our customer support hours may vary. Any changes to our support hours will be communicated in advance through our platform and other communication channels.

9. Contact Us

If you have any questions, concerns, or require assistance, please don't hesitate to reach out to our customer support team using one of the contact methods mentioned above.

Thank you for choosing TUWA, and we look forward to providing you with excellent customer support throughout your shopping journey. Your satisfaction is our priority.