GRIEVANCE REDRESSAL POLICY
- Effective Date: 17 July 2026
- REY PATESIO aims to provide customers with an accessible process for submitting enquiries, complaints and grievances.
- 1. Customer-care contact
- For order-related assistance:
- Email: care@reypatesio.com
- Phone/WhatsApp: +91 98794 43307
- Support hours: Monday–Saturday, 10:00 AM–6:00 PM
- Location: Vadodara, Gujarat – 390019, India
- Customer care may assist with:
- Product questions
- Size guidance
- Payment issues
- Order status
- Address correction
- Cancellation requests
- Shipping and tracking
- Return and exchange requests
- Refund status
- 2. Grievance Officer
- Where an issue remains unresolved, the customer may contact:
- Grievance Officer: Mr. Manthan
- Email: reypatesio@gmail.com
- Phone: +91 98794 43307
- Address: Vadodara, Gujarat – 390019, India
- The Consumer Protection (E-Commerce) Rules provide for acknowledgement of consumer complaints within 48 hours and redressal within one month from receipt.
- 3. Information required
- A grievance should include:
- Customer’s name
- Order number
- Registered phone number
- Email address
- Description of the issue
- Dates of previous communication
- Relevant photographs or documents
- Requested resolution
- Customers should not send passwords, OTPs, UPI PINs, CVVs or unnecessary identity documents.
- 4. Acknowledgement and resolution
- REY PATESIO will:
- Acknowledge a grievance within 48 hours of receipt
- Review the information provided
- Request additional information where necessary
- Endeavour to resolve the grievance within one month
- Complex matters involving courier or payment-provider investigations may require third-party information. The customer will be updated where additional time is reasonably required.
- 5. Complaint process
- The recommended sequence is:
- Stage 1 — Customer care
- Contact care@reypatesio.com or WhatsApp with the order details.
- Stage 2 — Grievance Officer
- Where the issue is not resolved, email reypatesio@gmail.com and mention:
- “Grievance Escalation – Order Number ______”
- Stage 3 — External consumer remedy
- Where a customer remains dissatisfied, they may use remedies available under applicable Indian consumer law.
- The Government’s National Consumer Helpline provides pre-litigation consumer grievance support through helpline number 1915.
- 6. Courier-related complaints
- Where a complaint involves delivery:
- REY PATESIO may raise an investigation with the courier.
- Proof of delivery may be requested.
- The customer may need to confirm address and recipient details.
- Courier investigation timelines may apply.
- REY PATESIO will not automatically close a complaint solely because courier tracking shows delivered; available evidence will be reviewed.
- 7. Payment complaints
- For payment disputes, the customer should provide:
- Order number
- Transaction reference
- Payment date
- Amount
- Screenshot excluding sensitive credentials
- Payment-provider or bank timelines may apply.
- 8. Return and refund complaints
- Return and refund grievances will be reviewed according to:
- The applicable policy
- Date of delivery
- Date of request
- Product condition
- Inspection findings
- Evidence provided
- Mandatory consumer rights
- 9. Customer conduct
- Customers should communicate respectfully.
- REY PATESIO may restrict abusive or threatening communication but will continue to address the substance of a genuine complaint through an appropriate channel.
- 10. Record keeping
- REY PATESIO may retain complaint records for:
- Resolution
- Quality improvement
- Fraud prevention
- Compliance
- Legal claims
- Training and audit
- Records will be handled according to the Privacy Policy.
11. No restriction of statutory rights
This policy provides an internal resolution process. It does not prevent a customer from using lawful remedies available under applicable consumer-protection legislation.
