1. Customer Support Availability

Support is available Monday to Saturday, 9:00 AM – 6:00 PM (IST).
Customers can reach us via:

? Email: info@safetrade.lk
? Hotline: 0759221882
? Live Chat: Available on the website during working hours

2. Response Times

General inquiries: Response within 24 hours
Order issues or disputes: Initial response within 12 hours, resolution within 3 working days
Technical issues: Escalated to IT team within 1 working day

3. Support Scope

We assist with:

Order tracking and delivery updates
Returns, refunds, and exchange requests
Account and login issues
Seller onboarding and listing support
Eco-certification and product compliance queries

4. Seller Support

Dedicated seller support team for onboarding, product uploads, and policy guidance
Priority support for verified and eco-certified sellers
Access to seller dashboard tutorials and community forums

5. Community Conduct

All support interactions must remain respectful and constructive
Abuse, spam, or harassment may result in account suspension
Feedback is welcomed to improve our service quality

6. Escalation & Resolution

Unresolved issues may be escalated to senior support staff
Disputes between buyers and sellers are mediated fairly by SafeTrade.lk
Final decisions are made in accordance with platform policies and Sri Lankan consumer protection laws

At SafeTrade.lk, we believe that trust is the cornerstone of every successful transaction. As Sri Lanka’s premier platform for secure digital trading,

Founded with a vision to simplify access to digital assets, SafeTrade.lk combines cutting-edge technology with local expertise to deliver a seamless and secure trading experience.