Support Policy

Effective Date: 14/05/2025

At Kraft World Malta, we are committed to providing reliable support for all our customers. This Support Policy outlines the type of support we offer, how to reach us, and what to expect after purchasing a product from us.

1. Support Channels

We offer customer support through the following methods:

• In-store support during business hours

• Phone assistance

• Email support at: info@kraftworldmalta.com

• Facebook Messenger or other social media platforms (during working hours only)

2. Support Hours

• Monday to Friday: 9:00 AM – 6:00 PM

• Saturday: 9:00 AM – 1:00 PM

• Sunday & Public Holidays: Closed

Outside of these hours, you may send us an email and we will respond on the next working day.

3. What We Support

Our support covers:

• General product information

• Basic setup or usage guidance

• Warranty claim inquiries

• Delivery or order status updates

• Clarifications about product specifications

4. What Is Not Covered

Support does not include:

• Technical repairs or diagnostics outside of warranty

• On-site installation or servicing (unless agreed separately)

• Training on how to use products in professional or industrial settings

• Support for products not purchased directly from Kraft World Malta

5. Warranty & Repairs

If you believe a product is faulty or defective and still under warranty:

• Please contact us with your proof of purchase and details of the issue.

• We will guide you on the next steps, which may include inspection, repair, or replacement depending on the warranty terms.

• Warranty does not cover damage due to misuse, incorrect installation, or wear and tear.

6. Response Time

We aim to respond to all support requests within 1 business day. During busy periods, responses may take slightly longer, but we do our best to assist you promptly.

7. Customer Responsibility

Customers are responsible for:

• Providing accurate information about the issue

• Safely bringing or sending the item back to our shop for inspection (if required)

• Reading user manuals and following product instructions

8. Contact Us

If you need help, feel free to contact us:

Kraft World Malta
 Email: info@kraftworldmalta.com
 Visit us in-store during opening hours
 Website: www.kraftworldmalta.com