Support Policy – Klaasy

Last Updated: 09-Nov-2025

Welcome to Klaasy, where handcrafted quality meets genuine customer care.
We value every customer and want your experience with us to be as smooth, satisfying, and memorable as our products.

Our Support Policy outlines how you can reach us for assistance, the types of support we offer, our response timelines, and the standards we uphold in resolving your concerns.

1. Our Commitment to You

At Klaasy (managed by Saddi Creations), we believe that exceptional craftsmanship must be complemented by exceptional service.
We aim to provide:

• Quick, transparent, and friendly assistance.

• Timely updates and fair resolutions.

• Respectful and helpful communication at every stage of your journey with us.

Whether you need help with your order, product information, or return, our support team is ready to assist you.

2. How to Reach Our Support Team

You can contact our support team through any of the following channels:

Email Support:
admin@klaasy.com
Response Time: Within 24–48 working hours

Phone Support:
+91 62394 04069
Working Hours: Monday – Saturday, 10:00 AM to 6:00 PM (IST)

WhatsApp Support (for quick queries):
+91 62394 04069
Available: 10:00 AM to 7:00 PM (IST)

Postal Correspondence:
Klaasy (Saddi Creations)
Krishna Enclave, Dhakoli, Zirakpur, Punjab – 140603

Please mention your Order ID and Registered Email/Phone Number in all communications for faster assistance.

3. Support Hours

Our support operates during the following hours:

• Monday to Saturday: 10:00 AM – 6:00 PM (IST)

• Sunday & Public Holidays: Closed

For messages received outside business hours, we will respond on the next working day.

4. Support We Provide

Our team assists you with:

a) Pre-Sales Support

• Product information, specifications, and material details.

• Assistance with size, design, and customization options.

• Queries related to availability, pricing, or bulk orders.

b) Post-Sales Support

• Order confirmation and tracking assistance.

• Shipping status and estimated delivery updates.

• Return, refund, and replacement guidance (as per our policies).

• Product care and maintenance instructions.

c) Technical / Website Support

• Issues during online checkout or payment.

• Website navigation, login, and account-related queries.

• Assistance with coupons, offers, and promotions.

5. Support Ticket Workflow

Every customer query is logged and tracked for accountability.

Step 1: You raise a query via email, phone, or WhatsApp.
Step 2: Our support team acknowledges your request within 24 hours.
Step 3: We assign the query to the relevant department (Orders, Shipping, Refunds, etc.).
Step 4: Resolution or response is provided within 2–5 working days, depending on the nature of the issue.

If a resolution takes longer (e.g., in case of courier delays or inspection), we will proactively keep you informed of the status.

6. Escalation Matrix

If you’re not satisfied with the initial resolution, you can escalate your concern:

Level 1:
Customer Support Executive – admin@klaasy.com

Level 2:
Support Supervisor – support@klaasy.com (optional address you can create)

Level 3:
Operations Head (Saddi Creations) – director@klaasy.com

We take escalations very seriously and strive to resolve them within 48 hours at each level.

7. Limitations of Support

While we do our best to assist you, please note that:

• We cannot alter or cancel orders once dispatched.

• We cannot guarantee refunds for items returned without authorization.

• We do not provide support for third-party products, modifications, or damages caused by misuse.

• We reserve the right to refuse support in cases of abuse, fraudulent claims, or violation of our Terms & Conditions.

8. Order Status & Tracking

To track your order:

• Visit www.klaasy.com

• Log in to your account and navigate to “My Orders”

• Click on the tracking link once your order is dispatched

Alternatively, you can email us your order number, and we’ll share the latest status manually.

9. Feedback & Suggestions

We welcome your feedback and ideas!
If you have suggestions to improve our products or services, please share them at feedback@klaasy.com.
We read every message and often use customer feedback to make design or policy improvements.

10. Our Promise

We’re not just a wooden product brand — we’re a community built on creativity, sustainability, and trust.
Our support team treats every customer like family — with patience, empathy, and respect.

We strive to ensure that every interaction with Klaasy reflects the same care and craftsmanship that goes into our products.

11. Contact Information

Klaasy (Managed by Saddi Creations)
Krishna Enclave, Dhakoli, Zirakpur, Punjab – 140603
+91 62394 04069
admin@klaasy.com
www.klaasy.com

“Your satisfaction is the heart of our craftsmanship.”