Effective Date: 17 May 2025
Business Name: Innozone Mall
Website: https://luxebay.lk
Email: info@luxebay.lk
WhatsApp: +94 729 228 225
Service Hours: Monday to Friday, 9:00 AM – 5:00 PM

At Innozone Mall, we are committed to providing a positive and reliable shopping experience for every customer. Our Customer Service Policy outlines our standards of service, support channels, and response practices.

1. Customer Support Channels

You can reach our customer service team through the following methods:

2. Service Hours

Our customer service team is available during the following hours:

Monday to Friday
🕘 9:00 AM – 5:00 PM (Sri Lanka Standard Time)
(Closed on weekends, Poya days, and public holidays)

Messages sent outside these hours will be responded to on the next working day.

3. Response Time

  • Email and Contact Form: Within 24–48 hours on working days
  • WhatsApp Inquiries: Typically within 1–6 hours during business hours

We aim to handle all customer queries promptly and professionally.

4. Areas of Support

Our team can assist you with:

  • Order status and tracking
  • Product information and availability
  • Payment confirmation and instructions
  • Issues related to delivery or packaging
  • Corporate and bulk gift inquiries
  • Reporting damaged or defective items (within 24 hours of delivery)

5. Customer Responsibility

To ensure efficient support, customers are kindly requested to:

  • Provide accurate order details (order ID, product name, contact information)
  • Share clear photos or videos if reporting an issue
  • Respect our team by communicating politely and patiently

6. Feedback & Complaints

We value your feedback and continuously work to improve our services. If you have any suggestions, complaints, or concerns, please email us at info@luxebay.lk with the subject line “Feedback” or “Complaint.”

7. Disclaimer

While we strive to offer excellent service, delays in response or resolution may occur during high-volume periods or due to third-party delivery partners. We appreciate your understanding and cooperation.