Grievance Redressal

Purpose of This Policy

The purpose of this Grievance Redressal Policy is to provide customers with a clear and accessible mechanism for raising complaints and seeking assistance regarding our products and services.

We aim to review genuine complaints fairly and take appropriate steps based on the circumstances of each case.

What Is a Grievance?

A grievance may include a complaint or concern relating to your interaction with Savariya Seth, including matters such as:

• Product quality or product-related concerns.
• Order processing issues.
• Delivery-related concerns.
• Payment-related issues.
• Cancellation requests.
• Return or refund concerns.
• Customer service concerns.
• Privacy or website-related concerns.

How to Submit a Grievance

Customers may submit their grievance by contacting our customer support team through the email address provided below.

Information to Include

To help us investigate and resolve your grievance efficiently, please provide as much relevant information as reasonably possible.

• Customer name.
• Order number, where applicable.
• Registered email address or contact information.
• Product name or relevant service details.
• Description of the complaint or concern.
• Supporting photographs, documents or other evidence, where relevant.

Acknowledgement of Grievance

Where reasonably possible, we will acknowledge receipt of a grievance submitted through our designated support channel.

The acknowledgement may include information regarding the next steps or any additional information required from the customer.

Review and Investigation

Depending on the nature of the grievance, we may review relevant order records, payment information, delivery information, product details or communications associated with the matter.

We may also contact relevant service providers, fulfilment partners or other parties where reasonably necessary to investigate the issue.

Resolution of Grievances

After reviewing the grievance, we will endeavour to provide an appropriate response or resolution based on the facts of the case and the applicable policies and terms.

Depending on the issue, the resolution may include clarification, correction, replacement, refund or another appropriate action where applicable.

Response Time

We aim to respond to customer grievances within a reasonable period.

Some matters may require additional investigation and may therefore take longer to resolve, particularly where information must be obtained from a payment provider, delivery partner, manufacturer or another third party.

Escalation

If a customer is not satisfied with the initial response, the customer may reply to the same support communication and request further review of the matter.

We will make reasonable efforts to review unresolved grievances and provide an appropriate response.

Privacy and Confidentiality

Information provided as part of a grievance may be used for the purpose of investigating, responding to and resolving the complaint.

We aim to handle customer information in accordance with our Privacy Policy and applicable legal requirements.

Good Faith Complaints

Customers are requested to provide accurate information and raise grievances in good faith.

False, misleading, abusive or fraudulent claims may be subject to appropriate action in accordance with applicable law and our policies.

Issues Involving Third-Party Providers

Certain matters may involve third-party payment providers, banks, logistics companies, manufacturers or other service providers.

Where appropriate, we may coordinate with the relevant third party to investigate the complaint. Resolution times may depend on information or action required from that third party.

Other Applicable Policies

Depending on the nature of the grievance, the issue may also be governed by one or more of our other policies, including:

• Terms & Conditions.
• Privacy Policy.
• Payment Policy.
• Refund Policy.
• Order Cancellation Policy.
• Warranty Policy.
• Cookie Policy.
• Disclaimer.

Changes to This Grievance Redressal Policy

We may update this policy from time to time to reflect changes in our business practices, services or applicable legal requirements.

The latest version will be published on this page with the revised "Last Updated" date.

Contact the Grievance Redressal Team

For any grievance relating to Savariya Seth, customers may contact us using the following official support channel.