Last updated: [DD Month YYYY]
At Angrakh, we are committed to addressing customer concerns fairly, promptly and transparently.
This policy explains how you can raise a complaint, contact our Grievance Officer and seek further assistance if your concern remains unresolved.
Angrakh is operated by [Full legal name of business or proprietor] through [Website URL].
1. Matters Covered by This Policy
You may raise a grievance relating to:
- Order processing, cancellations or delivery.
- Missing, damaged, defective or incorrect products.
- Products that materially differ from their description.
- Returns, exchanges or refunds.
- Payment discrepancies, duplicate charges or unsuccessful transactions.
- Prices, offers or other information displayed on our website.
- Customer support or service quality.
- Personal information, privacy or unwanted marketing communications.
- Any other concern relating to your interaction with Angrakh.
2. Customer Support
For routine questions or assistance, contact:
Email: [Customer support email]
Telephone: [Customer support telephone number]
Support hours: Monday–Saturday, 10:00 AM–6:00 PM IST, excluding public holidays.
Please include your order number where applicable so we can locate the relevant information.
You may also contact our Grievance Officer directly. You do not need to complete a separate customer-support process before submitting a formal grievance.
3. Grievance Officer
Our designated Grievance Officer is responsible for receiving, reviewing and coordinating the resolution of customer complaints.
Name: [Full name of appointed Grievance Officer]
Designation: [Designation]
Email: [Grievance email address]
Telephone: [Grievance telephone number]
Postal address: [Complete address, city, state and PIN code]
Grievances may be submitted by email, telephone or post using the details above.
4. Information to Include
To help us understand and investigate your complaint, please provide:
- Your name and a preferred contact method.
- Your order number or transaction reference, where applicable.
- A clear description of the issue.
- Relevant dates and any previous complaint reference.
- The resolution you are requesting.
- Available supporting information, such as photographs, receipts or screenshots.
You may use the email subject line:
Grievance – Order [Order Number]
An order number is not required for a complaint unrelated to an order. If you cannot locate a reference, we will seek reasonable alternative information.
We may request additional information relevant to the investigation. An unboxing video is not a mandatory condition for raising a genuine product complaint.
Do not send passwords, OTPs, card PINs, UPI PINs or full payment-card details.
5. Acknowledgement and Resolution Timelines
We follow these grievance-handling commitments:
| Stage | Our commitment |
|---|---|
| Acknowledgement | Within 48 hours of receiving your grievance |
| Resolution | Within one month of receiving your grievance |
| Investigation updates | We will communicate material developments and explain any additional information needed |
These periods run from receipt of the grievance. Our support hours do not postpone the start of the acknowledgement period.
Requests for additional information, internal escalation or coordination with a service provider do not automatically restart the resolution period.
This grievance process does not extend a shorter cancellation, refund or other service timeline already applicable to your request.
6. How We Handle Your Complaint
After receiving your grievance, we will:
- Register and acknowledge it, providing a complaint reference.
- Review the relevant information, including order records, communications and supporting material.
- Coordinate any necessary investigation with our fulfilment, payment, delivery or technology providers.
- Explain the outcome, including the reasons for our decision and any corrective action.
- Communicate implementation details, such as a refund reference or replacement shipment information, where applicable.
We remain your point of contact when a third-party provider is involved. We will not treat a referral to a courier or payment provider as sufficient resolution by itself.
Depending on the issue, an appropriate outcome may include an explanation, correction, cancellation, replacement, refund or another applicable remedy.
We will not require you to accept store credit in place of a refund that is due.
7. If You Disagree With the Outcome
If you believe our response has not addressed your concern, reply to the Grievance Officer with your complaint reference and explain what remains unresolved.
We will review any relevant additional information and explain our position. A request for further review does not remove your right to seek assistance elsewhere.
You may contact the National Consumer Helpline, including through its toll-free number 1915, or approach a competent consumer commission, court or other appropriate authority.
Using our internal process is not a condition for exercising a right available under applicable law.
8. Privacy and Fair Treatment
We use information submitted with a grievance to investigate the issue, communicate with you, implement an outcome and maintain necessary records.
Relevant information may be shared with personnel or service providers involved in resolving the matter, or where required by law, as explained in our Privacy Policy.
We will request only information reasonably relevant to your complaint and any necessary identity verification.
Customers will not be penalised for raising a genuine concern or exercising their consumer rights.
9. Policy Updates
We may update this policy to reflect changes in our contact details, procedures or applicable requirements. The current version will display its updated date.
An update will not retrospectively remove an existing entitlement or restart the handling period for an ongoing grievance.
10. Business Details
Brand: Angrakh
Legal business name: [Full legal name of business or proprietor]
Website: [Website URL]
Business address: [Complete business address, city, state and PIN code]
Customer support email: [Customer support email]
Customer support telephone: [Customer support telephone number]