Support Policy

Support Policy

At Marino Bangladesh, we are committed to providing excellent customer support to ensure a smooth and satisfactory experience for all our users. This Support Policy outlines how we assist our customers and address their inquiries and concerns.

1. Scope of Support Our support team is available to assist with the following:

• Product Inquiries: Information about products, specifications, and availability.

• Order Assistance: Help with placing, tracking, or modifying orders.

• Payment Issues: Resolving concerns related to payments or refunds.

• Returns and Exchanges: Guidance on returning or exchanging products as per our Returns Policy.

• Technical Support: Troubleshooting website-related issues or account access problems.

2. Support Channels We offer multiple channels for customer support:

• Email: Reach us at support@marino.com.bd for non-urgent inquiries or detailed assistance. We typically respond within 24-48 hours.

• Phone: Call us at +880 9611 67 87 07 for immediate support during our business hours (Saturday to Thursday, 9:00 AM – 9:00 PM).

• Physical Office: Visit us at 219, Outer Circular Road, Boro Moghbazar, Dhaka-1205, Bangladesh, during office hours.

3. Response Times

• Email Support: 24-48 hours

• Phone and WhatsApp Support: Instant response during business hours

• On-Site Visits: As per appointment or walk-in availability

4. Customer Responsibilities To ensure efficient support, customers are requested to:

• Provide accurate and detailed information about their inquiry or issue.

• Retain and share order IDs, receipts, or other relevant documentation when requested.

• Refrain from using abusive language or behavior towards support staff.

5. Limitations of Support Our support team is unable to assist with:

• Issues outside Marino’s product offerings or services.

• Problems caused by third-party services, such as delivery delays due to courier issues.

• Unauthorized modifications to products or misuse that voids warranty or eligibility for returns.

6. Escalation Process If your issue is not resolved to your satisfaction, you can request escalation to a supervisor. Please provide a detailed account of your concern, and our team will address it promptly.

7. Feedback and Suggestions We value your feedback to improve our services. Share your thoughts via email at support@marino.com.bd or through our website’s feedback form.

8. Changes to the Support Policy Marino reserves the right to modify this Support Policy at any time. Updates will be posted on our website, and customers are encouraged to review this page periodically.

Contact Information For any support-related queries, please contact us:

• Email: support@marino.com.bd

• Phone: +880 9611 67 87 07

• Address: 219, Outer Circular Road, Boro Moghbazar, Dhaka-1205, Bangladesh

Thank you for choosing Marino Bangladesh. We are here to assist you every step of the way.