At Sarnai Wellness, we value our customers and are committed to providing quality products and reliable services. We believe that every customer concern deserves to be heard, understood, and addressed fairly. This Grievance Redressal Policy explains how customers can raise complaints, concerns, feedback, or grievances regarding our products and services.
1. Purpose of the Policy
The purpose of this policy is to provide customers with a clear and convenient process for reporting concerns and to ensure that genuine grievances are reviewed and addressed in a timely and reasonable manner.
2. Types of Grievances
Customers may contact Sarnai Wellness regarding concerns related to products, orders, delivery, payments, returns, refunds, website services, product information, or any other service-related matter.
Product-related concerns may include issues such as damaged packaging, incorrect products, missing items, product quality concerns, or other issues noticed after receiving an order.
3. How to Submit a Grievance
Customers can raise a grievance by contacting Sarnai Wellness through the available contact channels provided on our website, including the Contact Us page, email, telephone, or other customer-support channels made available by us.
To help us investigate and resolve the matter efficiently, customers should provide relevant information such as the order number, registered name, contact details, product name, date of purchase, and a clear description of the concern. Photographs or other supporting information may also be requested where appropriate.
4. Product Quality Complaints
If you have a concern regarding the quality, condition, packaging, ingredients, or other characteristics of a product received from Sarnai Wellness, please contact us as soon as reasonably possible after delivery.
Where required, we may request photographs, videos, product packaging, batch details, invoice information, or other relevant information to help us investigate the complaint and determine the appropriate resolution.
5. Order and Delivery Complaints
Customers may contact us regarding issues such as delayed delivery, incorrect products, missing products, damaged packages, or other order-related concerns. We will review the order details and coordinate with the relevant delivery or service partner where necessary.
For concerns relating to damaged, missing, or incorrect products, customers should contact us promptly after receiving the order so that the matter can be reviewed without unnecessary delay.
6. Grievance Acknowledgement
Once a grievance is received, Sarnai Wellness will review the information provided and, where applicable, acknowledge the complaint through the contact details provided by the customer.
Customers may be asked to provide additional information or supporting documents where necessary to investigate the matter properly.
7. Resolution of Grievances
We aim to review and resolve genuine customer grievances within a reasonable period. The time required to resolve a complaint may vary depending on the nature and complexity of the issue, availability of supporting information, product verification, delivery-partner investigation, or other circumstances.
Where a complaint requires further investigation, we will make reasonable efforts to keep the customer informed about the progress of the matter.
8. Resolution Options
Depending on the nature of the grievance and the applicable policies, the resolution may include clarification, replacement of an eligible product, return, refund, correction of an order-related issue, or another appropriate solution.
Any replacement, return, or refund will be subject to the applicable Sarnai Wellness policies and the condition and circumstances of the product or order.
9. Escalation of Grievances
If a customer is not satisfied with the response received or believes that the grievance has not been appropriately addressed, the customer may request further review by contacting Sarnai Wellness through the available customer-support channels and providing the previous complaint or order details.
We will make reasonable efforts to review escalated concerns and provide an appropriate response based on the information available.
10. Time Limit for Reporting Complaints
Customers are encouraged to report any issue as soon as possible after becoming aware of it. For product, delivery, damaged-package, missing-item, or incorrect-order complaints, prompt reporting helps us investigate the matter effectively and coordinate with the relevant parties where required.
11. Customer Conduct
We request customers to communicate respectfully with our customer-support team. Abusive, threatening, discriminatory, obscene, or offensive language or behaviour will not be accepted. Such conduct may affect the manner in which a complaint is handled, subject to applicable law and the circumstances of the matter.
12. False or Misleading Complaints
Sarnai Wellness reserves the right to review complaints carefully and may request reasonable evidence or supporting information. Where a complaint is found to contain knowingly false, fraudulent, or misleading information, appropriate action may be taken in accordance with applicable terms and policies.
13. Confidentiality and Customer Information
Information provided by customers while submitting a grievance will be handled in accordance with our Privacy Policy and may be used where necessary to investigate, process, and resolve the complaint.
14. Contact Us
If you have a complaint, concern, feedback, or grievance regarding Sarnai Wellness products or services, please contact us through the Contact Us page or the customer-support details provided on our website.
When contacting us regarding an order, please keep your order number and relevant purchase details available so that we can assist you more efficiently.
15. Policy Updates
Sarnai Wellness may update or modify this Grievance Redressal Policy from time to time to reflect changes in our services, procedures, or applicable requirements. Any updated version will be published on this page.