Deelzon Grievance Redressal Mechanism

Last Updated: [Insert Date]

Deelzon is committed to providing a fair, transparent, and timely process for addressing customer and distributor concerns.

Our Grievance Redressal Mechanism ensures that complaints are handled in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection (Direct Selling) Rules, 2021.

1. Objective

• Ensure prompt resolution of complaints from customers and Independent Distributors (IDs).
• Maintain high standards of transparency and fairness in all dealings.
• Build trust and protect the interests of all stakeholders—customers, distributors, and business partners.

2. Scope

• All customers purchasing products through Deelzon’s e-commerce platform.
• All Independent Distributors (IDs) engaged in Deelzon’s direct selling business.
• Any grievances related to products, services, payments, commissions, delivery, returns, refunds, or ethical concerns.

3. Grievance Officer Details

• Name: [Appointed Officer’s Name]
• Email: grievance@deelzon.com
• Phone: [Official Contact Number]
• Address: [Registered Office Address]
• Working Hours: Monday to Saturday, 10:00 a.m. – 6:00 p.m.

4. How to File a Complaint

• Email: Send a detailed description of the grievance with your order ID or distributor ID, name, and contact details to grievance@deelzon.com.
• Web Form: Fill out the Grievance/Support Form available on the Deelzon website.
• Customer Care: Call our support helpline during working hours.

5. Grievance Handling Procedure

• Acknowledgement: The Grievance Officer will acknowledge receipt of the complaint within 48 hours via email or phone.
• Investigation: The complaint will be reviewed and forwarded to the relevant department. Additional details may be requested for verification.
• Resolution Timeline: A final resolution will be provided within 30 days. If more time is needed, the complainant will be notified with reasons and expected resolution time.
• Escalation: If unsatisfied, the issue may be escalated to senior management, who will provide a final decision within 15 days.

6. Types of Grievances Covered

• Product-related issues: Quality concerns, delivery damage, incorrect items.
• Order & Delivery: Delays, non-delivery, tracking issues.
• Refunds & Returns: Processing delays, return issues.
• Distributor Concerns: Commissions, compensation plan, policy violations.
• Ethical Concerns: Misrepresentation, unethical recruitment, Code of Ethics violations.
• Privacy: Misuse of personal data or breach of data protection standards.

7. Customer & Distributor Responsibilities

• Provide accurate details including order ID, distributor ID (if applicable), and a clear description of the grievance.
• Cooperate with Deelzon’s investigation process by providing documents/evidence when requested.
• Refrain from abusive language or false claims.

8. Monitoring & Reporting

• The Grievance Officer will maintain a log of all complaints, actions taken, and final resolutions.
• Periodic reports will be submitted to management for service and compliance improvements.

9. Legal Compliance

This mechanism complies with:

• Consumer Protection (E-Commerce) Rules, 2020
• Consumer Protection (Direct Selling) Rules, 2021
• Information Technology Act, 2000

Jurisdiction: [Insert City/State]

10. Policy Review

This policy will be periodically reviewed and updated to reflect changes in laws and business practices. Updates will be published on the Deelzon website.

Acknowledgement

By engaging with Deelzon as a customer or Independent Distributor, you acknowledge and agree to follow the Grievance Redressal Mechanism outlined in this policy.