MASURI Customer Support Policy

At MASURI, we believe great customer support is not just about solving problems — it is about guiding our customers with clarity, respect and care at every step of their journey.

Whether you need assistance before placing an order or after receiving your parcel, our team is always here to help.

Support Channels

Customers can reach our support team through the following channels:

• WhatsApp Support
• Email Support (when available)
• Social Media Direct Messages (when applicable)

For the fastest response, we recommend contacting us through the WhatsApp button available on our website.

Support Hours

Our customer support team is available:

Monday to Saturday
10:00 AM – 7:00 PM (Pakistan Standard Time)

Responses outside working hours, on Sundays or public holidays may take longer than usual.

Response Timeline

We aim to respond to all customer inquiries as quickly as possible.

General inquiries: Within 2–4 working hours
Complex issues and policy-related requests: Within 24–48 working hours

Response times may vary during sale periods or public holidays.

How We Can Help

Our team is available to assist you with:

Our Communication Standards

At MASURI, every customer interaction is guided by our brand values.

Our team is committed to being:

• Respectful
• Helpful
• Clear
• Professional
• Solution-oriented

We aim to help customers make informed and confident decisions without using pressure-based sales tactics.

Customer Responsibilities

To help us resolve your concerns efficiently, we may request:

• Your order number
• Clear photos or videos (if applicable)
• Accurate contact information
• Relevant details regarding your concern

Providing complete and accurate information helps us serve you more effectively.

Respectful Communication

We are committed to maintaining a positive and respectful environment for both our customers and our team.

MASURI reserves the right to limit or discontinue communication in cases involving:

• Abusive language
• Harassment
• Threatening behaviour
• Fraudulent claims

Privacy & Data Protection

Customer information is handled with care and confidentiality.

Your personal information will only be used for order processing, customer support and service-related communication.

We do not sell or share customer information with third parties except when required for payment processing, courier services or legal compliance.

Thank you for choosing MASURI.