Support Policy – BlackGold Hardware

At BlackGold Hardware, customer satisfaction is our priority. We are committed to providing timely support for all inquiries, issues, and complaints related to our platform, sellers, and products.

1. Customer Support Availability

• Our support team is available Monday to Saturday, 10:00 AM – 7:00 PM (PKT).

• Support requests submitted on Sundays or public holidays will be addressed on the next working day.

2. Support Channels

• Email Support: support@blackgoldhardware.com

• Phone Support: (Add your helpline number here)

• Live Chat: Available on our website during working hours.

• Help Center: FAQs and guides available on our platform.

3. Response Time

• General inquiries: Response within 24 hours.

• Order and delivery issues: Response within 12–24 hours.

• Refunds/returns: Resolution within 5–7 working days after verification.

4. Escalation Process

• If an issue is not resolved at the first level, it will be escalated to a senior support manager.

• Complex cases requiring seller involvement may take additional time, but updates will be shared regularly.

5. Buyer & Seller Disputes

• Our support team will act as a neutral party in case of disputes between buyers and sellers.

• BlackGold Hardware’s decision will be final in dispute resolution.

6. Seller Support

• Sellers will have access to dedicated account managers for assistance with listings, payments, and policy compliance.

• Training materials and guides will be provided for smooth operations.

7. Limitations of Support

• Support does not cover installation of hardware products.

• BlackGold Hardware is not responsible for manufacturer warranties; customers must contact the brand directly if applicable.

We aim to ensure a hassle-free shopping and selling experience. For any assistance, please reach out to our support team.