Grievance Redressal Policy

At Zustoms, customer satisfaction is our top priority. We are committed to addressing and resolving any concerns, complaints, or issues you may encounter while shopping with us. Our Grievance Redressal Policy outlines the process for lodging a complaint and ensures that your concerns are handled in a fair, transparent, and timely manner.

1. Purpose

The purpose of this policy is to:

  • Provide a structured framework for addressing customer grievances.
  • Ensure all complaints are resolved effectively and efficiently.
  • Maintain transparency and accountability in our grievance-handling processes.
  • Continuously improve our services based on your feedback.

2. Scope

This policy applies to all customers of zustoms.com who wish to raise concerns related to:

  • Order processing and delivery.
  • Product quality, defects, or incorrect items received.
  • Payment issues or refunds.
  • Website functionality or user experience.
  • Any other concerns related to our services.

3. How to Raise a Grievance

If you have a concern or complaint, you can raise it through any of the following channels:

a. Email

Send an email to support@zustoms.com, clearly mentioning:

  • Your name, contact information, and order number (if applicable).
  • A brief description of the issue.
  • Any supporting documents, such as photos or receipts, if relevant.
b. Whatsapp

Whatsapp our customer service team at +91 90 4155 4155, available Monday - Saturday (except public holidays), 9.30 am to 6.00 pm

c. Contact Form

You can also submit your grievance using the contact form provided on our website under the "Contact Us" section.

4. Grievance Handling Process

Once we receive your grievance, the following steps will be taken:

Step 1: Acknowledgment

  • Your grievance will be acknowledged within 24 hours of receipt.

Step 2: Resolution

  • Our team will investigate the issue thoroughly and work to resolve it within 1-3 business days.
  • If additional time is required due to the complexity of the issue, we will notify you and provide regular updates.

Step 3: Closure

  • Once the issue has been resolved, we will inform you via email or phone.
  • We will ensure you are satisfied with the resolution before closing the grievance.

5. Escalation Process

If you are not satisfied with the resolution provided, you may escalate your complaint to our Grievance Redressal Officer (GRO):

  • Name: Trupti
  • Whatsapp: +91 95611 22544

The Grievance Redressal Officer will review your complaint and respond with a resolution within 5 business days.

6. Key Principles of Our Grievance Redressal Process

  • Fairness: All complaints are handled impartially and without bias.
  • Transparency: We provide clear communication throughout the grievance process.
  • Confidentiality: Your personal information is kept secure and confidential.
  • Accountability: Our team is committed to resolving your grievances in a timely and satisfactory manner.

7. Feedback and Suggestions

We value your feedback as it helps us improve our services. If you have suggestions or comments, please email us at support@zustoms.com.

8. Contact Us

For any concerns or questions regarding our Grievance Redressal Policy, feel free to reach out:

At Zustoms, your trust and satisfaction are at the heart of everything we do. We thank you for giving us the opportunity to serve you and are committed to resolving any issues you may face promptly and effectively.

Thank you for shopping with Zustoms!