Customer Communication & Product Evidence Policy – SWN India – Sociable Weaver Nest
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Customer Communication & Product Evidence Policy

POLICY OVERVIEW

At Sociable Weaver Nest, we welcome genuine customer feedback and remain committed to resolving verified product concerns in a fair and transparent manner.

 

Introduction

Sociable Weaver Nest (SWN India) has established this policy to explain how product concerns are reviewed, what supporting evidence may be required, and the standards of communication expected from customers and our support team.

At the same time, to maintain a respectful and efficient support environment for both customers and our team, we follow a structured Customer Communication, Product Evidence, and Responsible Conduct Policy.

This policy explains how product concerns should be reported, how product claims are evaluated, and the standards of communication expected from both customers and our support team.

1. Reporting Product Issues

If a customer believes a product is defective, damaged, or not functioning properly, the concern must be reported to our support team within 7 days of delivery, in accordance with our Returns & Refunds Policy.

To ensure a fair and objective evaluation, the following information may be required:

  • Clear video evidence demonstrating the defect

  • Unboxing video recorded at the time the package was opened (for physical damage or missing items)

  • Brief description of the issue

  • Order number and delivery details

This information allows our team to properly evaluate the issue and coordinate with the supplier or manufacturer if required.

2. Unboxing Video Requirement

Customers are strongly advised to record a complete unboxing video when opening the package.

The video should clearly show:

  • The sealed package

  • The shipping label

  • The product is being removed from the package

  • The condition of the product upon opening

Unboxing video documentation helps verify whether any issues existed at the time of delivery.

Claims relating to physical condition, missing items, or transit damage may require an unboxing video for verification.

3. 7-Day Evidence Window

All product concerns must be reported within 7 days of delivery and supported with appropriate evidence.

If the required evidence (such as a defect or an unboxing video, where applicable) is not provided within this period, verification becomes difficult after product use, and the request may not be considered further.

This policy helps maintain fairness for both customers and suppliers while preventing misuse of the complaint process.

4. Technical Verification of Product Claims

If a customer claims that a product is substandard, defective, or not functioning as expected, additional verification may be required, which may include:

  • Clear technical video demonstration of the issue

  • Photographs clearly showing the defect

  • Additional product usage information

  • In certain cases, verification from a recognized testing authority

These steps help ensure that any product issue is evaluated objectively and fairly.

5. Responsible Review Policy

Customers are free to share their genuine experiences on review platforms.

However, responsible reviewing helps maintain fairness for both customers and businesses.

Reviews should:

  • Reflect genuine experiences

  • Avoid misleading or unverified allegations

  • Not contain abusive or threatening language

  • Be based on actual product usage and facts

If a concern exists, customers are encouraged to contact our support team first so that the issue can be reviewed and resolved where appropriate.

6. Respectful Communication Policy

Our customer support team works to assist customers professionally, patiently, and respectfully.

We expect the same standard of communication in return.

The following behaviours may disrupt normal support operations and are therefore discouraged:

  • Repeated abusive or threatening messages

  • Harassment of customer support staff

  • Excessive messaging, particularly intended to disturb operations

  • Spreading unverified allegations across multiple platforms without contacting support

  • Attempts to damage the reputation of the business without supporting evidence

7. Responsible Conduct & Anti-Harassment Measures

Sociable Weaver Nest follows a responsible conduct policy designed to maintain a respectful and professional customer environment.

If repeated harassment or unsubstantiated allegations are directed toward our team or business, the company may take appropriate steps, including:

  • Documenting communications

  • Requesting verifiable evidence to substantiate claims

  • Responding transparently on public review platforms

  • Reporting violations to platform moderators if necessary

  • Restricting abusive communication channels where appropriate

  • Taking appropriate action under applicable laws if reputational harm occurs

These measures are implemented only when necessary to maintain a fair environment for both customers and support staff.

8. Our Commitment

Sociable Weaver Nest remains committed to:

  • Transparent sourcing of international products

  • Fair handling of genuine product concerns

  • Respectful communication with customers

  • Ethical business practices

We believe that long-term trust is built through transparency, accountability, and responsible communication from both businesses and customers.

9. Contact for Product Concerns

Customers who experience a genuine issue with their order can contact our support team with the required evidence:

Customer Support
Sociable Weaver Nest (SWN India)
📧 care@sociableweavernest.com
📱 WhatsApp: +91 9664364660