Mageera.lk Support Policy

Effective Date: September 28, 2025

1. Our Commitment to You

Welcome to Mageera! Our goal is to provide a seamless and trustworthy shopping experience for our customers and a reliable platform for our sellers. This Support Policy outlines how we provide support, our service level commitments, and how you can get help when you need it. This policy applies to all users of the Mageera.lk platform, including both buyers and sellers.

2. How to Get Support

For the fastest and most efficient support, please use the appropriate channel within your Mageera account dashboard:

• For Platform & Order Issues (Recommended): Create a Support Ticket. This is the official way to contact the Mageera Admin Team for issues with your account, payments, technical problems, or to open a dispute.

• For Product Questions: Use the Product Conversations feature. This will connect you directly with the seller to ask about product details, stock, or shipping.

If you are unable to log in to your account, you can also reach us via:

• Email: Send us an email at contact@mageera.lk

• Phone: Call us at +94766059335 | +94775059335

3. Support Hours

Our official support hours are:

• Monday to Friday: 9:00 AM – 5:00 PM (Sri Lanka Time, LKT)

• Saturday: 9:00 AM – 1:00 PM (LKT)

• Sundays & Public Holidays: Closed (Support tickets and emails will be addressed the next business day)

4. Scope of Our Support (What We Handle via Support Tickets)

The central Mageera Support Team is here to help with all platform-related issues. This includes:

• Account Issues: Problems with registration, logging in, password resets, or managing your user profile.

• Technical Problems: Reporting bugs, website errors, or issues with website functionality.

• Payment & Checkout Issues: Assistance with payment processing failures, questions about checkout, or payment security.

• Order Status Inquiries: General questions about your order status before it has been shipped by the seller.

• Platform Navigation: Help with finding products or using the features of Mageera.lk.

• Dispute Resolution: Acting as a mediator between buyers and sellers if a disagreement cannot be resolved directly (see Section 6).

5. Contacting Sellers Directly via "Product Conversations"

As a multi-vendor marketplace, many queries are best handled by the independent sellers who list products on our platform. For all of the following, please use the "Product Conversations" feature found on the relevant product or seller store page:

• Product-Specific Questions: Inquiries about product details, specifications, features, stock availability, or customization.

• Shipping and Delivery: Questions about the seller's shipping methods, delivery timeframe, or tracking your package once it has been dispatched.

• Returns, Refunds, and Exchanges: Initiating a return or exchange, and inquiring about the status of a refund, in accordance with the seller’s stated return policy.

6. Dispute Resolution

If you have an issue with a product or order and cannot reach a satisfactory resolution with the seller through "Product Conversations" after e.g., 3-5 business days, you can escalate the issue by creating a Support Ticket.

To open a dispute, please provide us with your order number and a detailed summary of the issue and your communication with the seller. Mageera will review the case and mediate to find a fair solution based on our platform policies and Sri Lankan consumer rights.

7. Expected Response Times

We are committed to providing timely support. Our service level objectives are as follows:

• High Priority Issues (e.g., payment failure, account access): We aim to respond within 4-6 business hours.

• General Inquiries: We aim to respond to all tickets and emails within 24 business hours.

Please note that resolution times may vary depending on the complexity of the issue.

8. Policy Exclusions

The Mageera Support Team does not provide support for:

• Products or services purchased outside of the Mageera.lk platform.

• Third-party software or tools.

• Legal advice or personal business guidance for sellers.