Contact Us

Help & Support!

Effective Date: 1/13/2025
Last Updated: 6/14/2025

At Premetor, customer satisfaction is our top priority. This page outlines how you can reach us, what support we offer, and how we handle customer complaints and service requests.

1. Support Timings

We understand that questions or issues can arise anytime, so you’re welcome to reach out through multiple convenient channels:

• Email

• On-site message box / contact form

• WhatsApp support (using your registered number)

Our team takes every request seriously, carefully reviewing your message to understand the issue and respond with care.

Typical Response Time:
While most queries are addressed much sooner, please allow up to 7 business days for a complete response depending on the nature of the request.

WhatsApp is monitored during peak hours, but you can message anytime and we’ll respond as soon as possible.

We’re here to assist you in a respectful, reliable, and transparent way.

 2. Contact Channels

You can reach us through any of the following:

• Email: forfans@premetor.store

• Phone/WhatsApp: +92 03140471379

• Contact Form: This form is available on our Contact Us page.

We recommend using WhatsApp for faster support and direct communication. (e.g., “Replies within 24 hours”).

3. Common Complaint Categories

We’re here to help with issues related to:

• Order not received

• Wrong or defective item received

• Delay in delivery

• Product does not match description

• Payment or billing issues

• Size or fit problems

• Request for return/refund/replacement

• Feedback on quality or service

4. Complaint Timeframe Policy

To help us resolve issues efficiently and fairly, please keep in mind the following policy:

• Report any product-related issues within 24 hours of delivery by contacting us through:

  • WhatsApp

  • Email

  • Message box on our website

• For valid claims (e.g. damaged or wrong item), we require clear evidence, such as an unboxing video or high-quality photos showing the issue.

• If the issue is serious, clearly genuine, or involves a high-value order, we may accept complaint reports up to 7 days after delivery, at our discretion.

• Payment or billing concerns should be reported immediately upon detection.

• Size or customization issues must be reported upon unboxing.

⚠️Important Notes:

• Complaints made after the allowed timeframe may be rejected.

• We do not accept fake or misleading claims. Any misuse may result in denied service or account restrictions.

7-Day Complaint Window (Accepted in Certain Cases):

We may accept complaints up to 7 days after delivery in special situations, only if we find the case to be genuine and backed with proper evidence. These include:

1. Delayed Unboxing
   If the package was received on time but opened late due to travel, illness, or another reasonable excuse, and you still provide clear video/photo evidence.

2. Gift Orders
   If the product was a gift delivered directly to someone else, and they only reported the issue to you a few days later.

3. High-Value Orders
   If the order involved expensive or multiple items and the issue appears to be authentic and serious.

4. Product Functionality Issues
   If the issue was not visible during unboxing but appeared within a few days (e.g. a bracelet chain that broke after first wear without misuse), and proof shows gentle use.

Note: These extended timeframes are exceptions — not guaranteed. We will only accept them if the case is clearly genuine, and at our sole discretion.

Billing or Payment Issues:

Any problems with payment, overcharges, or failed transactions must be reported immediately upon detection.

Size or Customization Complaints:

These must be reported immediately upon unboxing, with clear unboxing evidence showing the issue.

5. Complaint Process

Once a valid complaint is submitted, here’s what you can expect:

• Initial Response: Our support team will review your case and usually respond within 24–48 hours.

• Verification: If needed, we may ask for photo or video proof to verify the issue.

• Resolution Timeline: Verified complaints are generally resolved within 2–5 business days, depending on complexity.

Possible Resolutions:

• Replacement of the item

• Full or partial refund

• Store credit

• Product adjustment or support (if feasible)

Please note:
We handle each case carefully. False or misleading claims may lead to denial of support or restriction of future services.

Cases submitted outside the allowed time window are generally not eligible, unless it’s a rare exception due to major issues or high-value orders. 

6. Escalation Policy

If you’re not satisfied with our initial response:

• You may escalate the issue to a supervisor by replying “Escalate” in the subject of your support email.

• Final review will be completed within 3 business days after escalation.

• Escalations are only reviewed after the normal complaint process has been completed.

• In rare, high-priority situations, escalations may be prioritized, such as:

  1. Fraud or suspicious activity

  2. Customer safety concerns

  3. High-value or bulk orders

7. Feedback & Suggestions

We value your feedback to improve our services.

If you have any ideas, suggestions, or compliments, feel free to reach out or leave a note through our website contact form.

Positive reviews and helpful suggestions not only improve our service but also help build trust within our growing customer community.

Thank you for choosing Premetor.
Your support helps us grow and serve you better with every order.