Our Values
Customer Service Policy
At Shah Hemp Inno-Ventures (SHIV), we believe that meaningful change happens when we treat every individual with dignity, listen with openness, and serve with clarity. Whether you’re engaging with our natural-building solutions, handcrafted community products, or educational offerings, goal of our customer service policy is simple:
To give you a dependable, respectful, warm, and transparent experience — grounded in our values of sustainability, community empowerment, and natural living.
Our Commitment to You
Respectful & Professional Behaviour
We treat every customer, partner, artisan, and community member with respect. We do not tolerate discrimination of any kind — based on gender, caste, ethnicity, ability, culture, or background.
Transparent Communication
We do our best to respond to inquiries with clarity and honesty.
For most questions, our typical response time is 1–3 working days, depending on the nature of your query and team availability.
Accessible & Inclusive Service
We make our communication — online and offline — as clear, welcoming and accessible as possible. If you need information in a simpler or alternative format, we will gladly support where we can.
Sustainable & Ethical Practice
Our customer service reflects our ethics: fair work practices, environmentally responsible decisions, honest representation of our products and services
When You Work With Us on Projects (Construction, Product Supply, Collaborations)
Clear Expectations
Before beginning any project or order, we outline: scope of work, estimated timelines, responsibilities, and communication points. Because we work with natural materials and community-based production, timelines may require flexibility. We keep you informed throughout the process.
Issue Resolution
If something goes wrong, we address it with: fairness, transparency, timely follow-up. We work with local communities and natural materials, so variations may occur — we will always explain them honestly.
Continuous Improvement
Your feedback directly helps us improve our systems, training, and communication. It empowers our team and our community to perform better. SHIV is a growing social enterprise, and we openly welcome suggestions.
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How to Reach Us
We value every interaction — thank you for choosing to build, live, and create naturally with us.
Discover More About Shah Hemp Inno‑Ventures
Explore our story, natural‑building solutions, and community‑made products.
