Grievance Policy – Neomart

1. Objective

The objective of this policy is to establish a transparent, fair, and efficient mechanism for addressing and resolving customer grievances related to products and services offered on Neomart.

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2. Scope

This policy covers the following types of grievances:

• Product-related complaints: Defects, damages, missing parts, etc.

• Service-related issues: Delivery delays, installation problems, etc.

• Payment and refund-related concerns

• Warranty and return disputes

• Website functionality and user experience issues

• Misleading product information or description

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3. Grievance Redressal Channels

Customers can raise complaints through the following channels:

• Customer Support Email: [Insert Email Address]

• Toll-Free Number: [Insert Number]

• Live Chat: Available from 9:00 AM to 9:00 PM

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4. Grievance Redressal Process

• Acknowledgment: All complaints will be acknowledged within 24 hours of receipt.

• Tracking: A unique ticket number will be issued for tracking progress.

• Resolution Timelines:

  • General queries: Within 48 hours

  • Product-related issues (damaged/defective): Within 3–5 business days

  • Refund-related complaints: Within 7 business days

• Escalation Matrix: If a grievance remains unresolved, it will be escalated to the next level of management until closure.

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5. Return & Replacement Disputes

• Items eligible for return or replacement must meet the conditions outlined in the Return Policy.

• Disputes regarding denied returns or replacements will be reviewed with supporting proof (e.g., images, videos, invoice).

• If the claim is found valid, an appropriate resolution such as replacement, refund, or credit will be provided.

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6. Warranty-Related Complaints

• Customers must refer to the manufacturer’s warranty terms for coverage.

• Neomart will facilitate warranty claims if issues are reported within 10 days of delivery.

• For later issues, customers will be assisted in connecting with the authorized service centers.

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7. Customer Responsibilities

• Provide accurate details and supporting documents when raising a grievance.

• Cooperate during investigation and resolution.

• Avoid misuse of grievance redressal mechanisms.

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8. Confidentiality

All grievance records, documents, and customer details will be treated as confidential and used solely for resolution purposes.

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9. Continuous Improvement

Neomart will periodically review grievance reports to identify recurring issues and improve its products, services, and overall customer experience.