Support Policy Page

Support Policy – KatRopa Vape Shop Khobar

Effective Date: April 9, 2026
Location: Khobar, Eastern Province, Saudi Arabia
Website: https://katropavape.com

1. Customer Support Hours

Our support team is available to assist you during the following hours:

Saturday to Thursday: 10:00 AM – 10:00 PM (KSA Time)
Friday: Closed (Responses will be sent on Saturday)
Response Time: Within 24 hours during business days

2. How to Contact Support

You can reach our support team through the following channels:

Email: katropaphone@gmail.com
WhatsApp: +966597173349
Contact Form: Available on our website
In-Store: Katropa Vape & Juice Store

3. Support Inquiries We Handle

Our support team can assist you with:

Order status and tracking information
Product questions and compatibility guidance
Return and exchange requests
Warranty claims for defective devices
Account issues (login, password reset, etc.)
Wallet balance inquiries
Classified product listing assistance
Delivery and shipping questions

4. Account Deletion Support

Important Warning: Do not click any button or perform any action during account deletion. The process may take some time to complete.

Before you request account deletion, please understand:

If you created any classified products, after deleting your account, those products will no longer be in our system.
After deleting your account, your wallet balance will no longer be in our system and cannot be recovered.
Account deletion is permanent and irreversible.

If you wish to delete your account, please contact support first to withdraw any wallet balance or backup important data.

5. Response Times by Priority

Issue Type	Priority	Response Time
Payment/Refund Issues	High	Within 12 hours
Delivery Problems	High	Within 12 hours
Product Defects/Warranty	Medium	Within 24 hours
General Questions	Low	Within 24-48 hours

6. Warranty Support

Vape devices sold at KatRopa Vape Shop come with:

30-day warranty against manufacturing defects (excluding coils, pods, and batteries)
Warranty does not cover damage from misuse, drops, or liquid damage
To file a warranty claim, provide your order number and video showing the defect

7. Escalation Process

If your issue is not resolved within the stated response time:

Reply to your existing support ticket with "ESCALATE" in the subject line
Your issue will be forwarded to our senior support team
You will receive a response within 24 hours

8. Support Policy Updates

We may update this Support Policy from time to time. Changes will be posted on this page. Continued use of our services after changes constitutes acceptance of the new policy.

Last updated: April 9, 2026