1. Our Approach
At VAGMA, we aim to provide clear, reliable, and efficient customer support while maintaining a streamlined operational model. Our focus is on resolving queries quickly through structured processes and digital-first support channels.
2. Support Channels
To ensure faster resolution and better tracking, we primarily operate through the following channels:
Email Support – For all queries, requests, and escalations
WhatsApp / Chat Support – For quick assistance and updates
📌 Phone support is not a primary channel and may be offered selectively for critical cases.
3. Support Availability
Email - (10:00 AM – 6:00 PM IST business days) Within 24 hours
WhatsApp / Chat - (10:00 AM – 6:00 PM IST business days) Within 24 hours
Support may be limited on Sundays and public holidays.
4. Resolution Timelines
We aim to resolve most queries within the timelines below:
Query Type Resolution Timeline
Order status / tracking Within 24 hours
Cancellation requests Within 24–48 hours (before dispatch only)
Return / exchange request Within 2–4 business days
Refund-related queries Within 5–7 business days
Complaints / escalations Within 7–15 business days
5. Self-Service First Approach
To ensure faster resolutions, customers are encouraged to use:
Order tracking links shared after dispatch
FAQs and Help Center (if available)
Automated updates via email/SMS/WhatsApp
This reduces dependency on manual support and speeds up responses.
6. Information Required
To process any request efficiently, customers must provide:
Order ID
Registered email or phone number
Clear description of the issue
Supporting images/videos (if applicable)
Requests with incomplete information may experience delays.
7. Fair Usage Policy
To maintain service quality for all customers:
Repeated cancellations or refusal of orders may lead to restrictions (e.g., prepaid-only access)
Abusive, fraudulent, or excessive support requests may result in limited support access
VAGMA reserves the right to prioritize genuine and time-sensitive queries
8. Limitations of Support
VAGMA shall not be responsible for:
Delays caused by courier partners or external factors
Issues arising from incorrect customer information
Requests outside the defined return, cancellation, or policy scope
Support is limited to orders placed through official VAGMA channels.
9. Policy Updates
VAGMA reserves the right to update this policy at any time. Continued use of the platform constitutes acceptance of the latest version.
10. VAGMA Discretion
Any matter not explicitly covered under this policy shall be subject to the sole discretion of VAGMA, exercised reasonably in accordance with operational, legal, and service requirements.
11. Support
For any assistance or queries, you may reach out to us through the following official channels:
Email: care@vagma.in
WhatsApp: +91 81290 05442
Our team will be happy to assist you during business hours.