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Service Level Agreement (SLA)

1. Overview This Service Level Agreement ("SLA") constitutes a formal agreement between Naman Ayurved & General Stores, operating the e-commerce platform www.namanayurved.com (hereinafter referred to as the "Service Provider"), and the end consumer (hereinafter referred to as the "Customer"). This document outlines the expected level of service, order fulfillment metrics, and support standards the Customer can expect when utilizing our platform.

2. Business Entity Information

  • Operating Entity: Naman ayurved & general stores

  • Platform: www.namanayurved.com

  • Headquarters: Pune, Maharashtra, India

  • Authorized Representative: Tanmay

  • Nature of Business: Retail distribution and online sale of authentic Ayurvedic products, acting as an authorized reseller/dealer for associated brands.

3. Scope of Services The Service Provider is committed to maintaining a secure, reliable online shopping environment for the purchase of Ayurvedic wellness products. This SLA governs website availability, order processing, shipping timelines, product authenticity, and customer support responsiveness.

4. Service Availability (Uptime)

  • Platform Uptime: The Service Provider aims to maintain a website uptime of 99% or higher, excluding scheduled maintenance.

  • Maintenance Windows: Scheduled maintenance will typically be conducted during low-traffic hours. Customers will be notified of any expected significant downtime via website banners.

5. Order Processing and Fulfillment SLA

  • Order Confirmation: Customers will receive an automated order confirmation via email/SMS immediately upon successful payment.

  • Processing Time: All standard orders will be processed and prepared for dispatch within 48 business hours of order confirmation.

  • Out-of-Stock Items: In the rare event that an item is out of stock after an order is placed, the Customer will be notified within 48 hours with an option for a replacement or a full refund.

6. Shipping and Delivery

  • Dispatch Notification: Customers will receive a tracking link once the order is handed over to our logistics partners.

  • Delivery Timelines: * Local Deliveries (Pune/Maharashtra): 2-4 business days.

    • National Deliveries (Rest of India): 5-7 business days.

  • Note: Delivery timelines are estimates. The Service Provider acts as a facilitator and relies on third-party logistics; however, we will actively assist in resolving any transit delays.

7. Product Authenticity and Dealership The Service Provider guarantees that all products sold on www.namanayurved.com are 100% genuine. As an authorized dealer and retail partner for our listed Ayurvedic brands, we ensure that all inventory is sourced directly from the manufacturers or their authorized national distributors, maintaining strict quality control and expiry date monitoring.

8. Customer Support and Query Resolution The Service Provider is committed to timely grievance redressal. Our support metrics are as follows:

  • First Response Time (FRT): All customer inquiries will receive an initial response within 24 hours.

  • Resolution Time: Standard issues (e.g., tracking updates, general product inquiries) will be resolved within 48 hours. Complex issues (e.g., return logistics, payment disputes) may take up to 5-7 business days.

  • Support Channels: Customers can reach the support desk via email at namanayurved@gmail.com or via phone at (+91) 7798821851 during standard business hours (10:00 AM to 6:00 PM IST, Monday to Saturday).

9. Returns, Refunds, and Cancellations

  • Cancellations: Orders can be canceled prior to dispatch for a full refund.

  • Returns: Due to the consumable nature of Ayurvedic products, returns are only accepted in cases of damage during transit, defective packaging, or incorrect item delivery. Claims must be raised within 48 hours of delivery.

  • Refund Processing: Approved refunds will be initiated to the original payment method within 5-7 business days.

10. Modifications to the SLA Naman Ayurved reserves the right to update or modify this SLA at any time. Any changes will be updated directly on www.namanayurved.com/service-level-agreement and will take effect immediately upon publication.