Customer service policies

Customer Policy – SMS Stores

Last updated: November 2025

At SMS Stores, our customers are at the heart of everything we do. This Customer Policy outlines the standards, rights, and expectations that guide our service, communication, and support.

1. Commitment to Customer Satisfaction

We are committed to providing:

  • High-quality products

  • Fast and transparent communication

  • A smooth shopping experience

  • Fair and honest customer support

Our goal is to ensure every customer feels valued and supported before, during, and after their purchase.

2. Customer Support

If you have questions, concerns, or require help, our team is available by:

📧 Email: sabithsm22@gmail.com
📞 Phone: +44 7833 828408

We aim to respond within 24–48 hours on business days.

3. Customer Responsibilities

To help us serve you better, customers are expected to:

  • Provide accurate shipping and billing information

  • Review product descriptions before purchasing

  • Track their orders using the provided tracking details

  • Contact us promptly if issues arise

Clear communication ensures faster and smoother support.

4. Fair Treatment

All customers will be treated with:

  • Respect

  • Courtesy

  • Professionalism

  • Equality

We do not tolerate abusive, threatening, or disrespectful behavior toward our team.

5. Transparency & Communication

We promise to always provide clear and honest communication, including:

  • Shipping updates

  • Product information

  • Delay notifications

  • Resolution options for issues

If a problem occurs, we will work with you to find a fair solution.

6. Privacy & Data Protection

Customer information will be kept strictly confidential.
We do not sell, share, or misuse customer information.

Please review our Privacy Policy for full details.

7. Returns, Refunds & Cancellations

Customers have the right to:

  • Request a return based on our Return Policy

  • Request a refund if eligible under our Refund Policy

  • Request a cancellation within the allowed timeframe

All policies are designed to be fair, transparent, and easy to understand.

8. Product Quality Guarantee

All products are inspected before shipping.
If an item arrives damaged or defective:

  • You may be eligible for a replacement

  • You may request a warranty review

  • You may qualify for a return or refund

Please contact us with photos or videos of the issue.

9. Fraud Prevention

For your safety and ours, SMS Stores uses fraud-detection tools.
We reserve the right to:

  • Cancel suspicious orders

  • Request additional verification

  • Refuse service in extreme cases involving fraud or abuse

10. Continuous Improvement

We welcome customer feedback and use it to:

  • Improve product quality

  • Enhance customer service

  • Upgrade user experience

  • Expand product selection

Your satisfaction helps shape the future of SMS Stores.