At Mone-Care, we are committed to providing a positive and helpful customer experience. This Support Policy explains how we assist customers before and after their purchase.

1. Customer Support Availability
   Our customer support team is available during the following hours:
   Monday to Friday: 9:00 to 18:00 (Cyprus Time)
   Messages received outside these hours will be answered the next business day.

2. How to Contact Us
   Customers can contact us through the contact form on our website or via the communication details listed on our Contact page.
   We aim to respond to all inquiries within 24 hours.

3. Order Assistance
   We provide support for:

• Order confirmation

• Delivery status and tracking (where available)

• Changes or corrections to order details before shipment

• Lost, delayed, or damaged orders

• Payment related questions

4. Product Support
   We assist with:

• Product information and recommendations

• Correct use of our products

• Reporting product defects or quality concerns

If an issue is reported, we may request photo evidence to verify the problem and provide proper resolution.

5. Warranty and Faulty Items
   If you receive a defective or damaged product, please notify us as soon as possible.
   We may offer a replacement, store credit, or refund depending on the situation and product availability.

Products damaged due to misuse, modification, or neglect are not covered.

6. Support Limitations
   Support does not include:

• Third party product interactions

• Unauthorized changes or use outside normal recommendations

• Issues outside our control such as courier delays

7. Respectful Communication
   We are here to help and expect professional and respectful communication from both sides.
   Abusive or inappropriate behavior may result in refusal of support.

8. Changes to This Policy
   We may update this Support Policy when needed. Any changes will be posted on this page.