Grievance Reressal

Sans Herbals Grievance Redressal Policy

At Sans Herbals, we value our customers and aim to provide a seamless shopping experience. However, we understand that issues can occasionally arise. We are committed to addressing your concerns, complaints, and feedback in an efficient, fair, and transparent manner.

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, the details of our Grievance Redressal mechanism are outlined below.

Step 1: Level 1 Support (Customer Care)

For standard queries regarding delayed shipments, payment failures, transit damages (with unboxing videos), or tracking updates via Delhivery, please contact our first line of customer support.

• Email Support: sansherbals@gmail.com

• Operating Hours: Monday to Friday | 10:00 AM – 5:00 PM IST (Excluding National Holidays)

  OR

• You can raise ticket from contact us section .

Most standard order queries are acknowledged within 24 hours and resolved within 2–3 business days.

Step 2: Level 2 Support (Grievance Escalation)

If your complaint remains unresolved at Level 1, or if you are unsatisfied with the solution provided by our customer care team, you may formally escalate the issue to our designated Grievance Officer.

Please include your previous support ticket number or Order ID to help us expedite the process.

Our Grievance Resolution Timelines

We respect your time and strictly adhere to government-mandated resolution frameworks:

• Acknowledgment: Your escalated grievance email will be officially acknowledged within 48 hours of receipt. You will receive a unique ticket number tracking your case.

• Resolution Window: We will investigate and provide a definitive resolution or closure to your complaint within one month (30 days) from the date its receipt was recorded.

Things to Keep in Mind

• Complete Information: To help us resolve your issue quickly, please provide clear supporting evidence in your first email. This includes your billing name, phone number, Order ID, screenshot of the transaction error, or the mandatory unboxing video if your issue relates to damaged or missing products.

• Frivolous Claims: Sans Herbals reserves the right to reject escalations that are found to use abusive language or contain intentionally fraudulent claims.