Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) outlines the service standards, response times, and support commitments provided by Avent Herbal Products to customers purchasing through our website and associated sales channels.

Our goal is to deliver reliable service, timely communication, and a professional customer experience while maintaining the highest standards of product quality and operational efficiency.

2. Scope of Services

This SLA applies to:

• Online orders placed via our website

• Customer service inquiries

• Order processing and dispatch

• Distributor and agent support

• Technical website support (where applicable)

This SLA does not cover third-party courier delays, force majeure events, or circumstances beyond our reasonable control.

3. Business Hours

Customer service operates during the following hours:

Monday – Friday: 09:00 – 17:00
Saturday: Limited support hours
Sunday & Public Holidays: Closed

Inquiries received outside business hours will be handled on the next working day.

4. Response Time Commitments

4.1 General Inquiries

• Response within 24 business hours

4.2 Order Related Queries

• Response within 12 to 24 business hours

4.3 Urgent Issues (Incorrect Order / Payment Issues)

• Initial response within 8 business hours

5. Order Processing & Dispatch

• Orders are processed within 2-4 business days after payment confirmation.

• Dispatch timelines may vary depending on product availability.

• Customers will receive tracking information once orders are dispatched.

• In the event of stock delays, customers will be notified within 1 business day.

6. Website Availability

We aim to maintain 99% website uptime, excluding:

• Scheduled maintenance

• System upgrades

• Security updates

• Unforeseen hosting or infrastructure issues

Planned maintenance will, where possible, be conducted during off-peak hours.

7. Product Availability

• Products are subject to stock availability.

• If an item becomes unavailable after purchase, customers will be offered:

  • A replacement product

  • Partial shipment (if applicable)

  • A refund for the unavailable item

8. Shipping & Delivery

Delivery timelines depend on the courier service selected and destination:

• Major Cities: 1-3 business days after dispatch

• Outlying Areas: 3-5 business days after dispatch

Avent Herbal Products is not liable for courier delays once orders have been handed over to the delivery provider.

9. Escalation Process

If a customer is not satisfied with service resolution:

1. Contact Customer Support via official email.

2. Escalated cases will be reviewed by management within 48 business hours.

3. A formal response will be provided after review.

10. Returns & Refund Handling

• Return requests are reviewed within 48 business hours.

• Approved refunds are processed within 5-7 business days.

• Refund timelines may depend on payment provider processing times.

11. Confidentiality & Data Protection

Avent Herbal Products respects customer privacy and protects personal information in accordance with applicable data protection regulations.

Customer information will not be shared with unauthorized third parties.

12. Limitation of Liability

While we strive to provide uninterrupted service and accurate product information, Avent Herbal Products shall not be held liable for:

• Indirect or consequential damages

• Delays caused by external service providers

• Events beyond reasonable operational control

13. Policy Updates

This SLA may be updated periodically to reflect operational improvements or changes. Updates will be published on the website.

14. Contact Information

For support or SLA-related queries:

Avent Herbal Products
Johannesburg, South Africa
Email: info@aventherbalproducts.co.za
Phone: +27 (011) 943-1136