Grievance Redressal Policy

OBJECTIVE & PURPOSE

his Grievance Redressal Policy (the “Policy”) sets out the policy of Impulse International Private Limited, having its office at Plot 41, Sector 32, Echelon Industrial Area, Gurgaon- 122001 (“Company”) with respect to redressal of grievances raised by the users/customer (“Customer”) purchasing/availing products and services on/through the Company’s website: andamen.com (“Website”) from time to time.

This Policy aims to address any complaints or issues raised by a Customer through a well-defined and proper mechanism to ensure maximum consumer satisfaction. We aim to make best endeavors to ensure that the Customer is treated fairly at all times, and deal with any grievances/complaints raised by them promptly, efficiently and with courtesy.

Definition of Grievance/Complaint: For the purpose of this Policy, “grievance” or “complaint” means any issue related to the product/service which has been availed by a Customer on the Site and for which Customer is seeking resolution or a remedial action, but does not include the following:

1. Complaints that are vague, incomplete or not specific in nature; or
2. Communications in the nature of offering suggestions or recommendations

The grievance or complaint should be evidence based. This means that the complainant customer should be able to produce sufficient information to demonstrate the relevance and seriousness of the complaint.

GRIEVANCE REDRESSAL MECHANISM

1. Level 1 - Customer Care Support: Customer satisfaction is our top-most priority and we look forward to any feedback which will help us improve further. In case of any query or complaint, a Customer can contact us through our Contact Us page/tab as displayed on our Website and can refer to the FAQs section which aims at providing solutions to all frequently asked questions.
2. Level 2 - Grievance Officer: If your query / complaint is not resolved with the response from aforesaid Level 1 (Customer Care Support), and needs to be escalated, then as per applicable laws, the Company has designated a grievance officer (“Grievance Officer”). The Grievance Officer shall be responsible for consumer grievance redressal in accordance with the grievance redressal mechanism provided in this Policy.

   You can contact the Grievance Officer through the below mentioned contact details.

   Sujit Bhowmick

   Designation: Head of CX

   Address: Impulse International Pvt. Ltd. Plot 41, Sector 32, Echelon Industrial Area, Gurgaon - 122001

   Email: sujit.bhowmick@andamen.com

   Phone: +91 124 402 6200

   Time: Mon – Fri (11:00 - 18:00)

3. Acknowledgement and Resolution Timelines:
1. Once a Customer files a complaint, the Consumer will receive an acknowledgment of the grievance, within 48 (forty-eight) hours of receipt.
2. Each Customer who has filed a complaint shall receive a unique ID for tracking the status of their complaint.
3. We undertake best endeavors to redress the grievances of the Customer expeditiously but in any case, grievances will be redressed within 1 (one) month from the date of receipt of the grievance.

4. Level 3 - Escalation to Nodal Officer: In the unlikely event that your issue remains unresolved to your satisfaction despite escalating to our Grievance Officer, you can reach out to our ‘Nodal Officer’ (details specified below). We will respond within 7 (seven) business days from the date of receipt of your email.

   You can contact the Nodal Officer through the below mentioned contact details in case of any escalation of complaints.

   Sanjay Gupta

   Designation: Director Operations & Finance

   Address: Impulse International Pvt. Ltd. Plot 41, Sector 32, Echelon Industrial Area, Gurgaon -122001

   Email: sanjay.gupta[at]andamen.com

5. Closure of Complaints: A grievance will be considered as closed and resolved in any of the following instances, namely:
   1. where the complainant has communicated its acceptance of the response of the Customer Care Team/Grievance Officer / Nodal Officer or any other person associated with the Company; or
   2. where the complainant has not responded within thirty days of the receipt of the written response and has not raised any grievance or complaint in respect of the same subject; or
   3. where the complainant has received refund or voucher or store credits against the order or product which is subject matter of the complaint or has received another product in exchange thereof.

REVIEW AND UPDATES

The Company reserves the right to amend or update this Policy from time to time to ensure compliance with applicable laws or to improve the grievance redressal process. All changes will be published on the Website and continued use of the Website after such changes will signify acceptance of the modified Policy.