Grievance Redressal Policy

1. Purpose

This Grievance Redressal Policy ensures that all customer complaints, concerns, and issues related to our e-commerce platform are addressed promptly, transparently, and fairly. We are committed to providing a smooth shopping experience and resolving grievances within defined timelines.

2. Scope

This policy applies to all customers who interact with, purchase from, or use any service offered on our platform, including:

• Orders
• Payments & Refunds
• Delivery & Logistics
• Product Quality Issues
• Account or Security Issues
• Platform/Technical Errors

3. How Customers Can Raise a Grievance

a. Email Support

Email us at: support@chakkionmart.com

b. Customer Care Number

+91-9520827139
Available: Monday to Saturday, 10:00 AM – 6:00 PM IST

c. In-App / Website Support

Users can navigate to: Help Center → Raise Complaint

d. Physical Address

Grievance Officer
CHAKKION INDIA PRIVATE LIMITED
PROPERTY NO-28, SHOP NO-305, THIRD FLOOR, VEER SAVARKAR BLOCK, SHAKARPUR, New Delhi, New Delhi, New Delhi, Delhi, India, 110092

4. Grievance Redressal Levels

Level 1 – Customer Support Team

• First point of contact for all issues
• Response Time: Within 48 hours
• Resolution Time: 3–5 working days

Level 2 – Senior Support / Escalation Team

Email: support@chakkionmart.com
Resolution Time: 5–7 working days

Level 3 – Grievance Officer (As per Consumer Protection Rules 2020)

Grievance Officer Name: [To be appointed]
Email: support@chakkionmart.com
Response Time: 48 hours
Final Resolution: Within 30 days

5. Responsibilities of the Grievance Officer

• Acknowledge complaints within 48 hours
• Resolve grievances within 30 days
• Maintain records of complaints and actions taken
• Coordinate with internal teams
• Ensure compliance with Consumer Protection (E-Commerce) Rules 2020
• Monitor repeated issues & improve customer experience

6. Types of Grievances Handled

• Delay in delivery
• Wrong, damaged, or defective product
• Refund not received
• Payment failure
• Account hacked/unauthorized activity
• Missing item in package
• Seller misconduct
• Policy-related concerns

7. Customer Responsibilities

Customers should provide:

• Order ID
• Registered mobile number or email
• Photos/videos (if product issue)
• Clear description of the grievance

8. Resolution Timelines (Standard)

9. Records & Compliance

We maintain a grievance log including:

• Complaint ID
• Customer details
• Nature of grievance
• Action taken
• Status (Open/Resolved/Closed)

These records are maintained for a minimum of 3 years.

10. Policy Updates

This policy may be updated periodically in accordance with legal requirements or customer service improvements. Updated versions will be published on our website.