Grievance Redressal Policy

1. Purpose

We aim to address customer complaints and concerns fairly, transparently, and within a reasonable period.

Customers can contact us regarding issues related to products, orders, payments, delivery, returns, replacements, refunds, website services, or other matters relating to Solaivanam.

2. Types of Complaints We Handle

You may contact us regarding:

• Order-related issues.
• Product-related concerns.
• Damaged products.
• Incorrect products.
• Missing items.
• Shipping or delivery issues.
• Payment-related concerns.
• Return or replacement requests.
• Refund-related concerns.
• Website-related issues.
• Privacy-related concerns.
• Other customer service matters.

3. How to Submit a Complaint

Customers can submit a complaint by contacting Solaivanam through the contact details provided on this page.

To help us resolve your concern efficiently, please provide the following information where applicable:

• Customer name.
• Order number.
• Registered mobile number.
• Email address.
• Product name.
• Description of the issue.
• Photographs or videos, where relevant.
• Any other supporting information.

4. Complaint Review

Once we receive your complaint, our team may review the information provided and verify the relevant order or transaction details.

We may contact you if additional information or clarification is required.

5. Resolution

Depending on the nature of the complaint, an appropriate resolution may include:

• Providing additional information.
• Correcting an order-related issue.
• Arranging an eligible replacement.
• Processing an eligible refund.
• Assisting with delivery-related issues.
• Providing clarification regarding product information.
• Taking other appropriate corrective action.

The resolution will depend on the specific circumstances and applicable policies and laws.

6. Natural Product Concerns

Some Solaivanam products are naturally sourced or traditionally prepared.

Such products may naturally vary in size, shape, colour, texture, thickness, dryness, and appearance.

Customers are encouraged to review the relevant product information before purchasing.

7. Response Time

We aim to acknowledge and respond to customer complaints within a reasonable period.

The time required to resolve a complaint may vary depending on the complexity of the issue, courier investigations, payment gateway processing, product verification, or information required from third parties.

8. Escalation

If you are not satisfied with the initial response, you may contact us again and request that the matter be reviewed.

Please include your previous communication or complaint reference, where available, so that we can review the matter efficiently.

9. Customer Responsibilities

Customers are requested to provide accurate and complete information when submitting a complaint.

Providing false, misleading, incomplete, or fraudulent information may affect our ability to investigate and resolve the complaint.

10. Consumer Rights

Nothing in this policy is intended to remove, restrict, or override any consumer right or remedy that cannot legally be excluded or restricted under applicable law.

Customers retain any rights available to them under applicable Indian consumer-protection and other relevant laws.

11. Policy Updates

Solaivanam may update this Grievance Redressal Policy from time to time to reflect changes in our business, customer service procedures, or applicable legal requirements.

The latest version will be published on this page with the updated effective date.