Grievance Redressal Policy

1. Objective & Commitment

At OMSHRIM, customer satisfaction is the cornerstone of our business. We believe in providing exceptional service, but we understand that occasionally things may not go as planned. This Grievance Redressal Policy is formulated to ensure that all customer complaints and grievances are handled fairly, transparently, and resolved within a reasonable timeframe in compliance with applicable consumer protection guidelines.

2. What Constitutes a Grievance?

A "Grievance" or "Complaint" is defined as any communication that expresses dissatisfaction regarding our products, services, delivery, payment processing, or customer support, where a resolution is explicitly or implicitly expected. General inquiries about product features or store timings are not considered grievances.

3. Tier 1: Primary Customer Support

Before escalating a matter, we encourage you to reach out to our primary Customer Support team. The vast majority of issues (such as delayed shipping, return requests, or payment failures) are swiftly resolved at this level.

• Email: Support@omshrim.in
• Phone/WhatsApp: +91 80034 03451
• Timings: Monday to Saturday, 10:00 AM to 6:00 PM IST.
• Acknowledgement: We aim to acknowledge all Tier 1 requests within 24 to 48 hours.

4. Tier 2: Escalation to Grievance Officer

If your concern remains unresolved after contacting our primary support team, or if you are unsatisfied with the resolution provided, you may escalate the matter directly to our appointed Grievance Officer.

When escalating, please ensure you provide the following details to help us investigate thoroughly:

• Your Order ID / Invoice Number.
• Your registered email address and contact number.
• The previous Ticket ID or a summary of your interaction with Tier 1 support.
• Clear evidence such as screenshots, unboxing videos, or photographs of the defect/issue.

5. Resolution Timelines

We adhere to strict internal SLAs to ensure you are never left waiting in the dark:

• Acknowledgment: Your escalated grievance will be formally acknowledged within 48 hours of receipt.
• Investigation: Complex cases involving logistics partners, payment gateways, or detailed defect analysis may take up to 7 to 10 business days to thoroughly investigate.
• Final Resolution: Our goal is to provide a final, satisfactory resolution to all escalated grievances within 15 to 30 days from the date of the initial complaint, as mandated by e-commerce regulations.

6. Final Review & Closure

Once a resolution is provided by the Grievance Officer, the ticket will remain open for 7 days. If we do not receive a response from you within this period, we will assume you are satisfied with the resolution and the grievance will be officially closed.

7. Official Grievance Officer Details

In compliance with the Information Technology Act and Consumer Protection (E-Commerce) Rules, the contact details of our Grievance Officer are provided below:

Officer Name: Grievance Redressal Desk

Email: Support@omshrim.in (Please use subject line: "ESCALATION: [Your Order Number]")

Address: OMSHRIM, 13,14 Rukmani Niwas, Paliwal Marg, Ashok Vihar, Chomu - 303702, Jaipur, Rajasthan, India.

Landmark: Behind Mangal Bhawan