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1 Scope of this policy
This Support Policy applies to TheWOO website mobile app and customer care channels.
To be eligible for support your order must have been placed on TheWOO platform.
2 How to reach us
- Phone — +91 93353 97061 (Customers), +91 98738 07967 (Vendors)
- Email — fisheyetech197@gmail.com
- Contact form — Raise a request from our Contact page
- Account panel — Order specific help from Order History
Tip: When you write always include Order ID and photos.
3 Response and resolution times
| Request type | First response | Target resolution |
|---|---|---|
| Order status tracking | Within 4 working hours | Same day |
| Delivery delay | Within 24 hours | 2–3 Working days |
| Damaged wrong item | Within 24 hours | 3–5 Working days |
| Return pickup | Within 24 hours | 4–6 Working days |
| Refund processing | Within 24 hours | 5–7 Working days after pickup |
| Vendor onboarding | Within 2 working days | 7–10 Working days |
Working hours Mon Sat 9AM 7PM IST.
4 Order and delivery issues
If order not arrived check tracking in order history Order History.
- If package arrives damaged refuse and tell us same day.
- If part missing report within 48 hours.
- Incorrect address can be changed before dispatch.
5 Returns and replacements
Return windows differ by category:
| Category | Return window | Condition |
|---|---|---|
| Groceries and Essentials | 7 days | Sealed unused original |
| Personal Care | 7 days | Seal intact |
| Household Supplies | 7 days | Unused original packaging |
| Dairy Bakery and fresh | Same day | Only damage or quality |
| Baby and Kids consumables | Same day | Only damage or quality |
6 Refunds
- Prepaid orders — Refunded to original payment method 5 7 days.
- Cash on delivery orders — Transferred to bank or UPI.
- Wallet credit — Instant store credit.
Bank processing may take 2 3 extra days.
7 Cancellations
Cancel free before dispatch from order history Order History Or by calling support.
8 Quality complaints
- Stop using product immediately.
- Report within 48 hours with photos.
- Full refund or free replacement.
- Every quality complaint investigated.
9 Escalation
- Level 1 — Support executive
- Level 2 — Support Manager reply Escalate
- Level 3 — Grievance Officer email with subject
10 What we cannot support
- Requests after return window closed.
- Products used or opened unless defect.
- Items without original packaging.
- Products not purchased on TheWOO.
- Damage from wrong storage.
