Grievance Policy

Zepcure Biotech Private Limited ("Zepcure") is committed to addressing and resolving customer grievances promptly, transparently, and efficiently in compliance with applicable laws, including Consumer Protection (E-Commerce) Rules and IT regulations.

1. Objective

This Grievance Policy establishes a structured mechanism for registered business users of Retailgrow to raise complaints or concerns regarding orders, products, billing, wallet transactions, privacy, or customer support.

2. How to File a Grievance

Users can submit a formal grievance providing order details, invoice number, and description of the issue via any of the following channels:

• Email: Send an email to joinretailgrow@gmail.com with subject "GRIEVANCE - [Order ID]".
• Phone Support: Call our customer helpline at +91 97179 16322.
• In-App Support: Submit a ticket via the Retailgrow App Help & Support section.

3. Grievance Redressal Officer

In accordance with the Information Technology Act, 2000 and Consumer Protection Rules, the details of our Grievance Officer are:

Name: Grievance Officer – Retailgrow
Company: Zepcure Biotech Private Limited
Address: Soft Villa, CSD Canteen Road, Kanina, Haryana (123027)
Email: joinretailgrow@gmail.com
Contact Number: +91 97179 16322

4. Resolution Timeline

• Acknowledgement: Every grievance will be acknowledged within 48 hours of receipt along with a unique ticket reference number.
• Resolution: We aim to resolve all grievances within 15 business days from the date of receipt.