Support Policy

At Hadawatha.lk, we’re committed to providing excellent customer support to ensure your experience is as smooth and satisfying as possible. Whether you have questions about your order, need help with returns, or require assistance with any issue, our support team is here to help. Please review our Support Policy for details on how to reach us and what you can expect.

1. Support Availability

Our customer support team is available during the following hours:

• Monday - Friday: 9:00 AM - 6:00 PM (local time)
• Saturday: 9:00 AM - 3:00 PM (local time)
• Sunday & Public Holidays: Closed

Please note that support requests submitted outside these hours will be responded to on the next business day.

2. Contact Methods

You can reach our customer support team through the following channels:

• Email: support@hadawatha.lk
• Phone: +94-70-2620063 / +94-76-9492552
• Live Chat: Available on our website during business hours for instant support.

For the quickest assistance, please use email or live chat whenever possible.

3. Response Times

We strive to respond to all support inquiries within the following timeframes:

• Email: Within 24 hours (during business days)
• Phone: Immediate assistance during business hours
• Live Chat: Instant responses during business hours

During peak times or holidays, response times may be slightly longer, but we will do our best to assist you as promptly as possible.

4. Types of Support Offered

Our support team can assist with a range of inquiries, including:

• Order Assistance: Help with order placement, tracking, and updates.
• Product Information: Detailed information about products listed on Hadawatha.lk.
• Returns & Refunds: Guidance on the return and refund process.
• Technical Issues: Support for technical issues encountered on our website.
• Account Assistance: Help with account setup, password reset, and profile management.

For issues related to a specific product, our team may coordinate with the respective vendor to ensure your issue is resolved.

5. Escalation Process

If you feel your inquiry has not been resolved to your satisfaction, you may request escalation:

1. Request Escalation: Ask to speak with a supervisor or senior support representative.
2. Response Time: Escalated cases will be reviewed within 1-2 business days, and you will be contacted with a resolution update.
3. Resolution Guarantee: We aim to resolve all escalated cases in a fair and timely manner.

6. After-Hours Support

For urgent issues outside of our regular support hours, you can reach us via email. While our after-hours support is limited, we will prioritize and address urgent requests on the next business day.

7. Vendor-Specific Support

For items sold and fulfilled by third-party vendors on Hadawatha.lk, please note that some inquiries (e.g., product specifications or warranty information) may require communication with the vendor. Our support team will facilitate this process to ensure you receive the information and support you need.

8. Feedback and Suggestions

We value your feedback as it helps us improve our services. If you have any suggestions, comments, or complaints, please feel free to reach out:

• Feedback Email: feedback@hadawatha.lk
• Online Form: Available on our website's Contact Us page

9. Privacy and Confidentiality

All support interactions are conducted in line with our Privacy Policy, ensuring that your personal information remains secure and confidential.

Contact Us

If you have any questions or need assistance, please do not hesitate to reach out:

Email: hadawathalk@gmail.com    
Phone:+94-70-2620063 / +94-76-9492552    
Live Chat: Available on our website during support hours