Grievance Redressal

1. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, PahalGiri Enterprises has appointed a Grievance Officer to receive and resolve customer complaints. PahalGiri is a founder-led brand, so every complaint is reviewed directly by the proprietor rather than passed along a support chain — which is why escalation here is fast and personal.

Our address is an administrative office and warehouse, and is not open for customer visits. Please use email or WhatsApp to reach us.

We currently support customers via WhatsApp and Email only — phone call support is not available, as stated in our Privacy Policy.

2. How to Raise a Complaint

Most issues are resolved fastest through our regular support channel. Please write to care@pahalgiri.com first — the majority of order, delivery and refund questions are answered there without needing a formal grievance.

If your issue has not been resolved, or you would like it escalated, email grievance@pahalgiri.com with the following, so we can act without going back and forth:

• Your order number (it looks like PG-1234) and the email or phone number used to place the order
• A clear description of the problem
• Photographs, if the complaint is about a damaged, incorrect or defective product
• Copies of any earlier correspondence with our support team
• What outcome you are seeking — replacement, refund, or something else

3. Our Response Timelines

These are the timelines the Consumer Protection (E-Commerce) Rules, 2020 require of us, and the ones we work to:

• First response: we reply to every message within 24 hours.
• Formal acknowledgement: every complaint is acknowledged within 48 hours of receipt, with a reference number.
• Resolution: we resolve the complaint within one month from the date it is received. Most order-related issues are settled far sooner than this.
• Updates: if a complaint needs longer — for example when a courier investigation or a bank refund is involved — we will tell you why and give you a revised date.

Refund timelines specific to cancellations and returns are set out in our Cancellation, Return & Refund Policy. Delivery timelines are in our Shipping Policy.

4. If You Are Not Satisfied

If you are not satisfied with how your complaint was handled, you may approach the consumer redressal machinery available to every consumer in India:

• National Consumer Helpline — toll-free 1915, or the INGRAM portal at consumerhelpline.gov.in
• e-Daakhil — the online consumer complaint filing portal at edaakhil.nic.in
• The District, State or National Consumer Disputes Redressal Commission having jurisdiction, as provided under the Consumer Protection Act, 2019

Approaching us first is not a precondition to any of the above — it is simply usually quicker.

5. What This Covers

The Grievance Officer handles complaints relating to:

• Orders, deliveries, cancellations, returns and refunds
• Product quality, damage in transit, or a product received that does not match its description
• Billing and payment issues
• Misuse of the PahalGiri name, logo or product listings by a third-party seller
• Privacy and data protection concerns, read together with our Privacy Policy

Product safety guidance and the limits of what our products are intended to do are set out in our Disclaimer. Our products are cosmetic preparations for external use and are not intended to diagnose, treat, cure or prevent any medical condition.

6. Records & Privacy

We keep a record of every complaint, the correspondence relating to it and its outcome, for as long as needed to resolve it and to meet our legal obligations. This information is handled in line with our Privacy Policy and is not used for marketing.

Photographs and documents you send in support of a complaint are used only to assess and resolve that complaint.