Customer Complaint & Grievance Policy

CUSTOMER COMPLAINT & GRIEVANCE POLICY

Brand: Hansuli Tagline: Devbhoomi Ki Thaati

At Hansuli, we value every customer relationship and aim to provide jewellery, service, and support with honesty, care, and transparency.

This Customer Complaint & Grievance Policy establishes a structured process through which customers can raise concerns, complaints, or grievances relating to:

• Products
• Orders
• Payments
• Delivery
• Exchanges
• Refunds
• Repairs
• Resizing
• Custom orders
• Silver exchange
• Kitty plans
• Gift cards and vouchers
• Staff or service experience
• Promotional offers
• Website or technical issues
• Customer information and privacy
• Any other Hansuli service

Our objective is to acknowledge complaints promptly, investigate them fairly, and provide an appropriate resolution.

A customer complaint is an expression of dissatisfaction relating to a Hansuli product, service, transaction, employee interaction, or business process where the customer expects a response or resolution.

A complaint may be raised verbally, in writing, electronically, or through an authorised Hansuli communication channel.

A complaint may be raised by:

• The customer who purchased the product;
• The person named on the invoice;
• An authorised representative of the customer;
• A recipient of a Hansuli product where appropriate;
• A person authorised by the original purchaser.

For certain matters, Hansuli may require proof of purchase or authorisation before discussing transaction-specific information.

Customers may raise a complaint through any authorised Hansuli channel, including:

4.1 Physical Store

Customers may speak to the store manager or designated customer-service representative.

4.2 Email

Customers may submit a written complaint to:

Email: To be confirmed by Hansuli; contact customer support for assistance.

4.3 WhatsApp / Customer Support

Customers may contact Hansuli through the official WhatsApp or customer-support number published on the Hansuli website.

4.4 Website

Where available, customers may submit a complaint through the Hansuli website’s contact or grievance form.

4.5 Written Complaint

Customers may submit a written complaint to the registered business address of Hansuli.

Customers should use only official Hansuli contact details published on the website, invoice, store, or verified social media accounts.

To help Hansuli investigate the matter efficiently, customers should provide, where applicable:

• Full name
• Mobile number
• Email address
• Invoice number
• Order number
• Product details
• Date of purchase
• Date of delivery
• Payment details or transaction reference
• Photographs or videos
• Description of the issue
• Previous communication regarding the matter
• Expected resolution

Customers should not share unnecessary sensitive information.

Hansuli may request additional information where reasonably required to investigate the complaint.

Hansuli will endeavour to acknowledge a complaint within 2 business days of receiving it through an authorised channel.

The acknowledgement may include:

• Complaint reference number;
• Confirmation that the complaint has been received;
• The person or team handling the complaint;
• Any additional information required;
• Expected next steps.

An acknowledgement does not necessarily mean that the complaint has been accepted as valid.

Where appropriate, Hansuli may assign a complaint reference number.

Customers should retain this number for future communication.

The reference number helps Hansuli track:

• Complaint history;
• Communication;
• Investigation;
• Actions taken;
• Final resolution.

After receiving a complaint, Hansuli may review:

• Customer records;
• Invoice;
• Order information;
• Payment records;
• Product photographs;
• Delivery records;
• Repair records;
• Exchange records;
• Internal communications;
• Relevant policy;
• Other information necessary to understand the matter.

Where physical inspection is necessary, the customer may be requested to bring or send the relevant jewellery to Hansuli.

Hansuli will endeavour to provide an initial substantive response within 7 business days for standard complaints.

More complex matters may require additional time, particularly where they involve:

• Jewellery inspection;
• Manufacturing assessment;
• Gemstone verification;
• Silver purity testing;
• Courier investigation;
• Payment gateway investigation;
• Third-party verification;
• Custom-order review;
• High-value transactions.

Where additional time is required, Hansuli will endeavour to inform the customer of the expected timeline.

Complaints involving matters such as:

• Suspected fraud;
• Unauthorised payment;
• Serious product safety concerns;
• Significant delivery loss;
• High-value transaction discrepancies;
• Privacy or data-security concerns

may be escalated for priority review.

Priority handling does not guarantee an immediate resolution where investigation or third-party verification is required.

Hansuli aims to investigate complaints objectively and fairly.

Depending on the nature of the complaint, investigation may include:

1. Reviewing the customer’s statement. 2. Checking the relevant invoice or order. 3. Reviewing photographs or videos. 4. Inspecting the jewellery. 5. Checking payment records. 6. Checking courier records. 7. Reviewing repair or manufacturing records. 8. Consulting relevant internal personnel. 9. Obtaining information from authorised third parties. 10. Reviewing applicable Hansuli policies.

For complaints involving jewellery quality, workmanship, damage, stones, clasps, chains, sizing, tarnishing, or other physical characteristics, Hansuli may require physical inspection.

Photographs may assist with preliminary assessment but may not be sufficient for final determination.

The final assessment may depend on physical examination of the jewellery.

Where a customer alleges a manufacturing defect, the matter will be assessed under Hansuli’s Warranty & Manufacturing Defect Policy.

Normal wear and tear, accidental damage, misuse, chemical damage, unauthorised repairs, and other exclusions may not qualify as manufacturing defects.

Complaints concerning:

• Delayed delivery;
• Missing packages;
• Damaged packages;
• Wrong products;
• Missing items;
• Tampered packages

will be investigated under the Hansuli Shipping & Delivery Policy.

Customers may be asked to provide photographs or an unboxing video where available.

Payment-related complaints may include:

• Failed payments;
• Duplicate payments;
• Amount debited but order not confirmed;
• Incorrect payment amount;
• Refund not received;
• Payment gateway issues.

Such complaints will be investigated under the Hansuli Payment Policy.

Customers may be asked to provide a transaction ID, UTR number, payment date, or other relevant information.

Complaints concerning exchanges or refunds will be reviewed according to the applicable Hansuli Exchange Policy and Return & Refund Policy.

Eligibility may depend on:

• Product condition;
• Purchase date;
• Invoice;
• Product category;
• Customisation;
• Promotional terms;
• Applicable exclusions.

Complaints relating to old silver valuation, purity testing, deductions, exchange value, or processing will be reviewed under the Hansuli Old Silver Exchange Policy.

Where necessary, Hansuli may re-examine the relevant material or transaction records.

Complaints concerning custom or made-to-order jewellery will be assessed against:

• Confirmed design;
• Customer-approved specifications;
• Measurements;
• Production details;
• Weight;
• Materials;
• Customisation;
• Applicable Custom / Made-to-Order Policy.

Handcrafted variations that fall within reasonable manufacturing tolerance may not necessarily constitute defects.

Customers may raise complaints regarding:

• Staff conduct;
• Communication;
• Customer service;
• Store experience;
• Misrepresentation;
• Unprofessional behaviour.

Hansuli will review such complaints internally and may speak with the relevant employees or representatives.

Personal information relating to internal disciplinary action may not be disclosed to the complainant.

If a customer is dissatisfied with the initial response, the customer may request escalation to the Customer Service Manager / Store Manager.

The escalation request should include:

• Original complaint reference number;
• Reason for dissatisfaction;
• Additional information, if any;
• Resolution being requested.

The escalated complaint will be reviewed independently where reasonably possible.

If the customer remains dissatisfied after first-level review, the matter may be escalated to the designated Grievance Officer / Senior Management Representative.

The escalation may involve a further review of:

• Original complaint;
• Evidence;
• Previous responses;
• Applicable policy;
• Proposed resolution.

Hansuli will designate a person responsible for handling formal customer grievances.

Name: To be confirmed by Hansuli; contact customer support for assistance. Designation: Grievance Officer Email: To be confirmed by Hansuli; contact customer support for assistance. Phone: +91 84499 99110 Address: To be confirmed by Hansuli; contact customer support for assistance.

Customers may contact the Grievance Officer where:

• The complaint remains unresolved;
• The customer is dissatisfied with the previous response;
• The complaint requires senior review;
• A formal grievance is being submitted.

Hansuli will endeavour to follow the following indicative timelines:

Stage Target Response Complaint received Within 2 business days Initial review Within 7 business days First-level escalation Within 5 business days of escalation Senior / Grievance review Within 7 business days of escalation

These are target timelines and may be extended where the matter requires physical inspection, third-party investigation, legal review, payment verification, courier investigation, or other circumstances beyond Hansuli’s immediate control.

Depending on the nature of the complaint and applicable policy, Hansuli may offer an appropriate resolution, which may include:

• Explanation or clarification;
• Repair;
• Replacement;
• Exchange;
• Resizing;
• Reprocessing;
• Refund;
• Store credit;
• Correction of an invoice or record;
• Re-delivery;
• Other appropriate corrective action.

The available remedy will depend on the facts of the case and applicable policy.

Raising a complaint does not automatically create an entitlement to:

• Refund;
• Replacement;
• Free repair;
• Cash compensation;
• Discount;
• Additional jewellery;
• Other compensation.

The appropriate remedy will be determined after reviewing the facts, applicable policy, and applicable law.

Some matters may depend on third parties, including:

• Banks;
• Payment gateways;
• Courier companies;
• Insurance providers;
• Gemological laboratories;
• Manufacturers;
• Technology providers.

Hansuli may need to await information from such third parties before providing a final resolution.

Customers are requested to cooperate with the investigation by:

• Providing accurate information;
• Providing required documents;
• Providing photographs or videos;
• Making jewellery available for inspection where required;
• Responding to reasonable requests for clarification.

Failure to provide necessary information may delay the investigation.

Hansuli respects the right of customers to raise complaints and disagreements.

However, Hansuli may restrict communication where a customer engages in:

• Threats;
• Abusive language;
• Harassment;
• Personal attacks;
• Repeated unsolicited communication;
• Impersonation;
• Fraudulent claims.

Such restrictions will not prevent a customer from exercising legitimate statutory or legal rights.

Hansuli may investigate complaints where there is reasonable concern that information has been intentionally falsified or manipulated.

This may include:

• Altered invoices;
• Manipulated photographs;
• False payment claims;
• False delivery claims;
• Misrepresentation of product condition;
• Fraudulent warranty claims.

Where appropriate, Hansuli may take action under applicable law.

Hansuli will handle complaint information in accordance with its Privacy Policy.

Customer information will be shared internally only to the extent reasonably necessary to investigate and resolve the complaint.

Where third-party involvement is necessary, relevant information may be shared as permitted by applicable law and Hansuli’s Privacy Policy.

Customers may contact Hansuli through official social media channels for customer support.

However, customers are encouraged not to publicly share:

• Phone numbers;
• Addresses;
• Payment details;
• OTPs;
• Banking information;
• Identification documents;
• Other sensitive personal information.

Hansuli may request that the customer move the discussion to a private authorised channel.

Customers are welcome to provide honest feedback about their Hansuli experience.

Where a customer has an unresolved complaint, Hansuli encourages the customer to contact the customer-support or grievance team so that the matter can be investigated.

Nothing in this policy prevents customers from exercising their lawful right to provide genuine reviews or seek remedies available under applicable law.

If a complaint cannot be resolved internally, the customer retains the right to pursue remedies available under applicable Indian law, including applicable consumer dispute-resolution mechanisms.

Nothing in this policy is intended to restrict such statutory rights.

A complaint may be considered closed when:

• A resolution has been accepted by the customer;
• The requested corrective action has been completed;
• Hansuli has provided a final response;
• The matter has been resolved through another agreed process;
• The customer has confirmed that no further assistance is required.

Where appropriate, Hansuli may record the reason for closure.

A closed complaint may be reconsidered where the customer provides:

• New material information;
• Previously unavailable evidence;
• A genuine error in the original assessment;
• Other relevant circumstances.

Hansuli may determine whether the matter should be reopened.

Hansuli may maintain records of complaints and their resolutions for:

• Customer service;
• Quality improvement;
• Legal compliance;
• Fraud prevention;
• Internal auditing;
• Business improvement.

Records will be retained in accordance with applicable laws and Hansuli’s Privacy Policy.

Hansuli may periodically review complaints to identify recurring issues and improve:

• Product quality;
• Packaging;
• Delivery;
• Customer service;
• Website experience;
• Policies;
• Internal processes.

Customer complaints are therefore treated not only as individual concerns but also as an important source of business improvement.

Hansuli may update this Customer Complaint & Grievance Policy from time to time.

The updated policy will be published through the appropriate Hansuli platform.

The latest version will apply to complaints submitted after the effective date of the updated policy, subject to applicable law.

This policy shall be governed by the applicable laws of India.

Nothing in this policy limits any statutory rights or remedies available to a customer.

For complaints or grievances, please contact:

HANSULI Devbhoomi Ki Thaati

Customer Support: +91 84499 99110 Email: Hansulijewellers@gmail.com Grievance Officer: To be confirmed by Hansuli; contact customer support for assistance. Grievance Email: To be confirmed by Hansuli; contact customer support for assistance. Registered Office: To be confirmed by Hansuli; contact customer support for assistance. Business Hours: 10:30 AM – 8:00 PM IST, Monday to Sunday

OUR COMMITMENT

At Hansuli, we believe that heritage is not only about preserving jewellery. It is also about preserving trust.

Every genuine complaint gives us an opportunity to understand, correct, and improve.

We aim to listen carefully, investigate fairly, communicate clearly, and resolve concerns responsibly.

HANSULI

DEV BHOOMI KI THAATI

Traditional Jewellery. Living Heritage.