Last Updated: June 11, 2026 This Customer Service Details policy is formulated by My Store or Shop (website:https://aspinfrashop.com) to standardize customer service standards, service scope, response rules, consultation channels and problem-handling procedures. This policy applies to all users and customers who browse, purchase products and enjoy after-sales services on our website. By using our platform services, you agree to the customer service rules specified in this document.
1. Service Overview
We provide full-cycle one-stop customer services covering pre-sales consultation, in-order processing, logistics inquiry, after-sales maintenance, return and refund processing, complaint feedback and other related services. We adhere to the service tenet of customer priority, standardize service processes, and strive to solve all reasonable problems encountered by users during shopping and service experience.
2. Service Channels
We provide multiple official and effective customer service channels to facilitate users to consult and feedback problems at any time. All channels are officially certified, and we do not authorize any third-party individuals or institutions to provide customer service on our behalf.
- · Official Email Support: contact aspenviro@gmail.com (main channel for formal consultation, after-sales application, complaint feedback and document verification)
- · Offline Store Consultation: Flat 7, Akshaypark Building D, Aundh Road, Thergaon, Pune, Maharashtra, Postal Code 411033
3. Service Working Hours
- · Daily Online Service Hours: 10:30 AM – 9:00 PM (IST), Monday to Saturday
- · Rest Time: Sunday closed, Indian statutory holidays closed
- · Emergency Processing: For urgent order abnormal problems during closed hours, users can send detailed emails with order number and problem description. We will check and reply as soon as we resume work.
4. Service Scope
4.1 Pre-sales Service
Provide users with comprehensive product consultation and shopping guidance, including product parameter introduction, material description, size specification, usage method, matching recommendation, stock inquiry, shipping rule explanation, freight standard consultation and pre-order problem answering, helping users make accurate purchase decisions.
4.2 In-order Service
Solve various problems during user order placement and payment process, including order creation failure, payment failure, repeated deduction, order information modification, address correction, order cancellation application, order status inquiry and transaction abnormal problem processing, ensuring the smooth completion of user orders.
4.3 Logistics & Delivery Service
Provide logistics tracking inquiry, delivery delay consultation, package missing verification, transit exception handling, remote area delivery problem solving, package return reason inquiry and other logistics-related services, timely feedback logistics progress and solve delivery obstacles for users.
4.4 After-sales Service
Responsible for users' return, exchange, refund, replacement, missing parts supplement, product quality problem handling, damaged goods compensation and other after-sales demands, strictly abide by the return and refund policy, and provide standardized and fair after-sales solutions.
4.5 Complaint & Suggestion Service
Accept users' complaints about product quality, logistics service, staff service attitude, platform function problems and reasonable optimization suggestions, record and verify all feedbacks one by one, and reply and rectify within the specified time.
5. Service Response Standard
- · Ordinary Consultation: Reply within 24 working hours after receiving user feedback
- · Order Abnormality & Logistics Problems: Respond within 12 working hours and follow up the processing progress in real time
- · After-sales & Refund Application: Complete review and reply within 3–5 working days
- · Formal Complaint Feedback: Complete verification and give a final processing result within 7 working days
6. Service Specification & User Rules
Our customer service team will provide standardized, polite and professional services to all users, answer questions patiently, handle problems fairly, and protect the legitimate rights and interests of every user. At the same time, users need to abide by the following rules when consulting customer service:
- · Provide true and valid order information, personal information and problem description, and do not provide false materials to maliciously apply for after-sales and compensation.
- · Communicate politely and rationally, and do not use abusive, threatening, insulting words or carry out malicious harassment and unreasonable disturbance to customer service staff.
- · Do not repeatedly submit the same problem for many times to cause invalid resource occupation.
For malicious harassment, false complaint, unreasonable disturbance and other inappropriate behaviors, we reserve the right to refuse to provide subsequent customer services and terminate the user's platform service qualification.
7. Service Exclusion Scope
We do not provide services beyond the business scope and policy provisions, including but not limited to: private transaction problems outside the platform, man-made damage after normal use of products, service demands beyond the valid after-sales period, unreasonable refund and compensation requirements that do not conform to policy rules, and illegal and inappropriate service applications.
8. Policy Update Explanation
We reserve the right to adjust and update the customer service rules and service scope according to business development and service optimization needs. The updated service details will be published on the official website, and the published content shall prevail. Users' continued use of our platform services means acceptance of the updated rules.
9. Contact Information
Company Name：ASP INFRA INTERNATIONAL PRIVATE LIMITED
Company Address：Flat 7, Akshaypark Building D, Aundh Road, Thergaon, Pune, Maharashtra, Postal Code 411033
Service Email：aspenviro@gmail.com
Website Address：https://aspinfrashop.com