Contact & Grievance Policy

At Kapeesh Ayurved (“Kapeesh Ayurved,” “we,” “us,” or “our”), we are committed to providing a positive experience and resolving customer concerns fairly and transparently. This Contact & Grievance Policy explains how you can reach us, the issues we can assist with, and the process we follow to acknowledge, review, and resolve complaints.

This policy should be read together with our Terms & Conditions, Return & Refund Policy, Shipping Policy, and Privacy Policy.

You can reach our customer support team through any of the channels below. We aim to respond as quickly as possible during our working hours.

Our support team can assist you with issues such as:

• Order issues, such as wrong or incomplete orders.
• Shipping delays or delivery problems.
• Damaged, defective, or tampered products.
• Refund or replacement concerns.
• Payment issues, such as failed or duplicate transactions.
• Product-related questions and concerns.
• Account or login access problems.
• Website or technical issues.

To help us resolve your concern quickly, please include the following when you contact us:

• Your order number and registered email or phone number.
• A clear description of the issue you are facing.
• Supporting proof where relevant — for example, photographs of a damaged product, an unboxing video, or a screenshot of a payment error.

The fastest way to reach us is by email or WhatsApp using the details in the Customer Support Channels section.

Once we receive your complaint, we follow a structured process:

1. Acknowledgement — we acknowledge your complaint, typically within 24–48 working hours.
2. Investigation — our team reviews the details and any supporting proof, and may coordinate with courier or payment partners where required.
3. Resolution — we share an outcome or next steps, and keep you informed if additional time is needed.

We aim to resolve concerns within the following indicative timelines, measured in working days from when we receive complete details:

• Order support: 2–4 working days.
• Refund cases: 5–7 working days after the refund is approved (bank/payment provider timelines may add a few days).
• Technical issues: 2–5 working days, depending on complexity.
• Escalated grievances: up to 10–15 working days.

If you are not satisfied with the initial response, you may request that your concern be escalated. Escalated cases are reviewed by our senior support team and, where appropriate, by our Grievance Officer.

In line with applicable Indian e-commerce and consumer protection requirements, the contact details of our Grievance Officer are:

• Name: [Grievance Officer Name]
• Designation: Grievance Officer, Kapeesh Ayurved
• Email: grievance@kapeeshayurved.com
• Address: Kapeesh Ayurved, Ground Floor, W-11, Ramdas Society No. 18, Station Road, Opp. Cricket Ground, Sihor, Bhavnagar, Gujarat – 364240, India.

To help us serve you better, we request that you:

• Provide accurate order, contact, and address details when reaching out.
• Report issues in a timely manner, within any timeframes stated in our relevant policies.
• Communicate respectfully with our support team so we can assist you effectively.

We reserve the right to decline or close any complaint that we reasonably believe to be false, exaggerated, abusive, or fraudulent. We may also restrict access to our support systems where they are misused, in line with our Terms & Conditions. This helps us protect our team and continue serving genuine customers fairly.

While we strive to resolve every concern, some matters are partly or wholly outside our operational control, including:

• Delivery delays or handling issues caused by third-party courier and logistics partners.
• Payment processing matters handled by third-party payment gateways or your bank.
• Events beyond our reasonable control (force majeure), as described in our Terms & Conditions.

In such cases we will assist by coordinating with the relevant party wherever possible, but we cannot guarantee outcomes that depend on third parties.

Any personal information you share with us while raising a complaint — such as your name, contact details, and order information — is handled in accordance with our Privacy Policy. We use this information only to investigate and resolve your concern and for related operational and legal purposes.

We may modify or update this Contact & Grievance Policy from time to time to reflect changes in our processes or applicable law. When we do, we will revise the “Last updated” date at the top of this page. We encourage you to review this page periodically.

Here is a quick summary of all the ways you can reach us for support and grievances: