At RK Mahajan Exports (“Firm”, “we”, “our” or “us”), we are committed to providing high-quality hockey equipment, including but not limited to, sticks, bags, grips, shin guards and accessories etc. and ensuring Customer (“you”, “your” or “yourself”) satisfaction at every stage. We recognize the importance of a transparent and effective grievance redressal mechanism to address any concerns that may arise. The Grievance Redressal Mechanism Policy (“Policy”) outlines the structured process for lodging, addressing, and resolving grievances in a fair and timely manner.
- 1. Definition
- For the purpose of this Policy:
- 1.1 Firm: It refers to RK Mahajan Exports (“RKME”), a sole proprietorship firm.
- 1.2 Complaint: Any written or electronic communication submitted by a customer regarding issues related to product quality, delivery, or any other concern from the use of the Firm’s Website or Services.
- 1.3 Customer: Any natural or legal person who places an order on our website, either for themselves or on behalf of another person/entity.
- 1.4 Grievance Redressal Officer: The designated individual responsible for receiving, processing, and resolving consumer complaints in accordance with this policy.
- 1.5 Order: The purchase request submitted by the customer through the website.
- 1.6 Product: Refers to the products offered and listed on the website.
- 1.7 Services: The sale, delivery, and related services offered for our products.
- 1.8 Website: Refers to the online platform of the firm, accessible at: https://cateringdemarne.nl/
2. Scope and Purpose
The Policy applies to all the orders placed on our website and is designed to offer a prompt, and fair process for addressing any issues related to product quality, delivery or customer services. We are dedicated to ensuring that every complaint is handled efficiently, thereby upholding high standards of Customer satisfaction.
3. Grievance Redressal Process
We place great importance on customer feedback and are committed to resolving any concerns you may have. If you wish to register a complaint, please contact us directly by emailing us at [email protected], or calling us at +91-81464-61384 during business hours (Monday to Saturday, 9 AM to 6 PM), or sending a written communication to our registered office at RK Mahajan Exports, GT Road, Suranussi, Jalandhar, Punjab-144027, India.
While registering a Complaint, the Customer is requested provide the following information to enable prompt resolution:
i) Full name and registered email address/phone number
ii) Order ID or invoice number relating to the complaint
iii) A brief description of the issue along with supporting photographs or documents, wherever applicable
3.1 Grievance Redressal Officer
Once your Complaint is received, our Grievance Redressal Officer (Name: Nirvair Singh) will acknowledge your Compliant within 48 hours and assign you a unique Ticket ID to facilitate tracking.
3.2 Nodal Officer
Should the initial resolution not meet your expectation, you have the option to escalate the matter to our Nodal Officer. The contact details of the Nodal Officer are:
- Name: Surya Mahajan
- Email: [email protected]
- Phone Number: +91-98768-64494 (Available Monday to Friday, 9 AM to 6 PM)
4. Resolution and Closure of Complaints
After acknowledging your complaint, we will work diligently to resolve your issue. Our team will keep you informed via email or telephone and may request additional information, if necessary to resolve your complaint. We aim to close all the complaints within 30 (thirty) working days.
A complaint is considered resolved once you confirm that the solution meets your satisfaction, or if there is no response from your side within 7 days from the date of communication of our solution. If additional information is needed, from your end, but not provided within 7 days of our request, the Complaint will be deemed closed.
5. Integration with other policies
Any complaint raised by you will be managed in accordance with all the applicable laws and the firm’s other policies available on our website, including the Privacy Policy, Terms & Conditions and Refund Policy. By placing an order or using our services, you agree to be bound by this policy and the aforementioned policies.
6. Confidentiality
All information shared by the customer in connection with a complaint shall be treated as confidential and shall be used solely for the purpose of resolving the complaint. We shall not disclose such information to any third party except to the extent required by applicable law or for the purpose of resolving the complaint.
7. Misuse of Grievance Mechanism
We reserve the right to disregard or close any complaint that is found to be frivolous, vexatious, or made in bad faith, including complaints that are repetitive in nature and have already been resolved in accordance with this policy. Misuse of grievance mechanism may also result in appropriate action being taken in accordance with applicable law.