Customer Support

We're here to help you with any questions or issues you may have.

Contact Methods

1. In-App Support (Fastest)

• Open the Razah app

• Go to Home → "Get In Touch" section

• Type your message and send

Response Time: Within 24 hours

2. Phone Support

Phone: 0712696174

WhatsApp: 0712696174

Hours: Monday - Saturday

9:00 AM - 6:00 PM (Sri Lankan Time)

Sunday: Closed

3. Email Support

Email: lakmalmabm@gmail.com

Response Time: Within 48 hours

Expected Response Times

Channel Response Time
In-App Message 24 hours
Email 48 hours
Phone (during hours) Immediate
WhatsApp 2 hours
Social Media 24-48 hours

Frequently Asked Questions

Account & Registration

Q: How do I create an account?
Download the Razah app from App Store or Google Play, tap "Register," enter your details, and verify your phone number via SMS OTP.
Q: I didn't receive the OTP code. What should I do?
  1. Check if you entered the correct phone number
  2. Ensure your phone can receive SMS
  3. Wait 60 seconds and request a new OTP
  4. Contact support if issue persists
Q: Can I change my registered phone number?
Yes, contact our support team with your request. Verification will be required.
Q: How do I reset my password?
Tap "Forgot Password" on the login screen and follow the instructions.

Ordering

Q: How do I place an order?
  1. Browse or search for products
  2. Add items to cart
  3. Review cart and proceed to checkout
  4. Enter delivery address
  5. Confirm order
  6. You'll receive SMS confirmation
Q: Can I modify my order after placing it?
Contact support immediately. If the order hasn't been processed, we may be able to modify it.
Q: How do I track my order?
Go to Orders tab in the app, tap on your order to see status. You'll also receive SMS updates.
Q: Can I cancel my order?
Yes, before it's shipped. Contact support or use the cancel option in the app if available.

Products & Pricing

Q: Are all products genuine?
Yes, we sell only genuine parts from authorized manufacturers and distributors.
Q: How do I know if a part fits my vehicle?
  • Use the model filter (BAJAJ/TVS/PIAGGIO)
  • Check product description and compatibility
  • Contact support with your vehicle details
Q: Can I get a discount on bulk orders?
Yes, contact our sales team for bulk order pricing.

Delivery & Shipping

Q: Where do you deliver?
We deliver throughout Sri Lanka. Delivery times vary by location.
Q: How long does delivery take?
  • Colombo & suburbs: 1-2 business days
  • Other areas: 2-5 business days
  • Remote areas: 5-7 business days
Q: What if I'm not available for delivery?
Ensure someone is available. Contact delivery partner to reschedule if needed.

Returns & Refunds

Q: What is your return policy?
Returns accepted within 7 days for unused products in original packaging. See full policy in Terms & Conditions.
Q: How do I return a product?
  1. Contact support within 7 days of delivery
  2. Provide order number and reason
  3. Wait for return approval
  4. Ship back or schedule pickup
  5. Refund processed after inspection
Q: What if I received a wrong or damaged item?
Contact support immediately with photos. We'll arrange replacement or refund at no cost to you.
Q: How long do refunds take?
Refunds are processed within 14 business days after receiving the returned item.

Technical Issues

Q: The app won't load. What should I do?
  1. Check your internet connection
  2. Close and restart the app
  3. Update to the latest version
  4. Clear app cache
  5. Reinstall the app
  6. Contact technical support
Q: I can't log in. What should I do?
  1. Verify your phone number and password
  2. Try "Forgot Password" if needed
  3. Ensure you have internet connection
  4. Contact support if issue persists
Q: How do I update the app?
Go to App Store (iOS) or Google Play (Android), search for "Razah," and tap "Update."

Complaint Resolution Process

Step 1: Submit Complaint

• Use in-app "Get In Touch" feature

• Email lakmalmabm@gmail.com

• Call customer support

Step 2: Acknowledgment

• You'll receive confirmation within 24 hours

• Complaint ID assigned for tracking

Step 3: Investigation

• We investigate your complaint

• May contact you for additional information

• Target resolution: 7 business days

Step 4: Resolution

• You'll be notified of the resolution

• Action taken based on complaint type

• Follow-up to ensure satisfaction

Step 5: Escalation (if needed)

• If unsatisfied, request escalation to management

• Management review within 5 business days

• Final decision communicated

Office Hours

Customer Support

• Monday - Friday: 9:00 AM - 6:00 PM

• Saturday: 9:00 AM - 2:00 PM

• Sunday: Closed

• Public Holidays: Closed

Emergency Support

For urgent order issues: 0712696174