+256744-654-762
+256740-070-464
NASUAK GARMENTS LTD.Reporting any Issue for Products bought through NASUAK Garments Ltd’s Online Platform (nasuak.com)
At NASUAK Garments Ltd, we are committed to delivering high quality products services and skilling services to our customers. However, we understand that occasional issues may arise with products purchased through our e-commerce platform. To ensure a smooth and efficient resolution process, we have put in place clear guidelines for reporting any product issues.
Step 1: Identify the Issue
Before reporting a product issue, please ensure that you have thoroughly assessed the item. Common issues could include:
- Defects in the product: Issues like stitching problems, damaged fabric, missing components, or any manufacturing defects.
- Incorrect product: If you receive a different product than what was ordered (e.g., wrong size, color, or style).
- Size issues: If the garment or item does not fit as expected or is inconsistent with the sizing chart provided.
- Shipping damages: Visible damage caused during transit.
- Service-related issues: Problems with the tailoring, embroidery, or other services received.
- Skilling courses related issues: Skilling course paid for but not conducted, delayed, or a learner got a problem and could not attend, issues with course, trainers, facilities etc.
Step 2: Gather the Required Information
To streamline the resolution process, please ensure that you have the following details ready when reporting the issue:
- Order Number: The unique reference number assigned to your order. This can be found in your order confirmation email or in your account on nasuak.com.
- Product Information: Include the name and description of the product, the size, color, and any distinguishing features that will help us identify it.
- Photographs: High-quality photos of the product showing the issue clearly. For example:
- Images showing the defective areas (e.g., damaged stitching, discoloration, etc.).
- Photos of any packaging damage (in case of shipping-related issues).
- A clear shot of the product’s tags or labels, if available.
- Detailed Description: A brief but clear explanation of the issue, including how the product does not meet your expectations or the agreed-upon specifications.
Step 3: Contact Customer Support
To initiate the process of reporting your issue, please reach out to our customer support team. There are multiple ways you can contact us:
- Email: Send an email to support@nasuak.com with the subject line: “Product Issue Report – Order #[Order Number]”. Attach all relevant information (product details, photos, and description) in the email.
- Phone: Call our customer service hotline at [Phone Number] during working hours (7:30 AM to 7:30 PM, Monday to Saturday). Provide the order number and a clear explanation of the issue.
- Online Chat: Visit nasuak.com and use the live chat feature to communicate directly with a customer service representative.
Step 4: Verification and Assessment
Upon receiving your report, our customer service team will:
- Acknowledge receipt of your complaint within 24-48 hours or 1-2 days.
- Review the provided information to assess the issue.
- If necessary, request further clarification or additional documentation, such as more detailed images or specific measurements.
- In some cases, we may request that the product be returned for further inspection or replacement. Verification and assessment could take 3-5 days for a final response
Step 5: Resolution Process
Once we have reviewed your case, we will offer a solution based on the nature of the issue. The possible resolutions include:
- Replacement: If the product is faulty or incorrect, we will arrange for a replacement at no additional cost.
- Refund: If a resolution through replacement is not feasible, we may offer a refund according to our return and refund policy.
- Repair or Rework: If the issue is related to tailoring, embroidery, or any other service, we may offer to fix or redo the service at no extra cost.
- Exchange: If the issue is related to sizing or style, we may offer an exchange for the correct product or size.
Step 6: Return/Exchange (If Applicable)
If your case involves returning a product, you will be guided through the return process:
- You may be asked to ship the product back to us in its original packaging.
- If the issue is determined to be our fault (e.g., defective or incorrect product), we will cover the return shipping cost.
- If the issue is related to customer error (e.g., ordering the wrong size), you may be responsible for return shipping fees.
Step 7: Final Outcome and Feedback
After the issue is resolved, we will:
- Provide confirmation of the resolution, whether it’s a refund, replacement, or repair.
- Ask for feedback on your experience with the resolution process to help us improve our services and product offerings.
Return and Refund Policy
NASUAK Garments Ltd maintains a clear and fair return and refund policy to protect customers. Please ensure that your return request falls within the following guidelines:
- Eligibility for Return: Products must be returned in unused condition, with all original tags and packaging, within a specified return window (usually 14 days from delivery).
Exclusions: Custom-made items, such as tailored garments, personalized embroidery, and made-to-order products, may not be eligible for return or exchange unless they are defective
Technical Information and Support
For any technical issues related to the e-commerce platform (e.g., difficulties with placing an order, payment issues, account problems), you can:
- Contact our technical support team via email at support@nasuak.com.
Reach out through our online chat support for real-time assistance
Conclusion
NASUAK Garments Ltd values customer satisfaction and is dedicated to resolving any product-related issues quickly and efficiently. By following the outlined steps, we can ensure that your concerns are addressed in a timely and professional manner. Please don’t hesitate to reach out to us for any product issues or inquiries you may have. We appreciate your business and strive to provide the best service possible.
