Grievance Redressal

Last Updated: 01-03-2025

1. Introduction

At Senemi Mart Pvt. Ltd., we are deeply committed to providing a seamless and positive experience for our customers and business partners. In the rare event that you face any issues, our Grievance Redressal Mechanism ensures swift resolution of your concerns. We have established a structured process to address all queries, complaints, and disputes in a fair, transparent, and efficient manner.

2. Scope of Grievances

You may raise a grievance for any of the following (but not limited to) reasons:

• Product or Service Quality: Defective, damaged, or substandard products/services.
• Delivery & Logistics: Delayed deliveries, shipment errors, or other logistical concerns.
• Billing & Payments: Invoice discrepancies, refund delays, or payment gateway issues.
• Policy Clarifications: Confusion or conflict regarding our Terms & Conditions, Privacy Policy, or Return & Cancellation policies.
• Other Complaints: Any other matter that you believe adversely affects your rights or experience with Senemi Mart Pvt. Ltd.

3. How to Lodge a Grievance

We encourage you to reach out through any of the following channels:

1. Online Form
   • Visit our official website and navigate to the “Contact Us” or “Grievance Redressal” section.
   • Fill in the required details—name, contact information, order reference (if applicable), and a brief description of your complaint.
   • Attach any relevant documents or images to help us understand the issue better.
2. Email
   • Send a detailed email to [grievance@senemimart.com] outlining your complaint and desired resolution.
   • Include attachments such as screenshots, proof of purchase, or any other relevant documents.
3. Phone Support
   • Call our Customer Support helpline at [+91-9780974295].
   • Our representatives will log your complaint and provide you with a reference number for future tracking.
4. Written Letter
   • You can also send a written complaint to our registered office at:
     Senemi Mart Pvt. Ltd.
     [Plot No. 2, Khasra No. 1335, Chandmal Road,
     Jwalapur, Haridwar, Uttarakhand, 249401]

4. Grievance Redressal Process

1. Acknowledgment
   • Once your grievance is received, we aim to acknowledge it within [24-48 hours] (on business days).
   • You will receive a complaint reference number for easy tracking and further communication.
2. Review & Investigation
   • Our Grievance Officer or a dedicated support team member will review the details of your complaint.
   • We may contact you for additional information or clarification, if needed.
3. Resolution
   • We strive to resolve your concern at the earliest possible date—generally within [7-10 business days], depending on the complexity of the issue.
   • In cases involving replacements, refunds, or coordination with third-party service providers, resolution times may vary.
4. Final Communication
   • You will be informed about the final outcome, along with any corrective measures taken.
   • If you are not satisfied with the resolution, you may escalate the matter as outlined below.

5. Escalation Matrix

If your grievance remains unresolved or if you are dissatisfied with the provided resolution, please escalate it to our Grievance Redressal Officer:

• Name: [Grievance Redressal Officer – Senemi Mart Pvt. Ltd.]
• Email: [grievance@senemimart.com]
• Phone: [+91-9780974295]
• Address: [Plot No. 2, Khasra No. 1335, Chandmal Road, Jwalapur, Haridwar, Uttarakhand, 249401]

Our Grievance Redressal Officer will make every effort to address your concerns promptly, typically within [15 days] of receiving your escalated complaint.

6. Arbitration & Legal Recourse

If you are still not satisfied with the resolution or if the dispute requires further intervention:

1. The matter can be referred to Arbitration, as per our Terms & Conditions and the Arbitration and Conciliation Act, 1996 (as amended).
2. The seat of arbitration shall be Delhi, and the language shall be English (or Hindi, if mutually agreed).
3. Subject to the above, any legal proceedings shall be under the exclusive jurisdiction of the courts at Delhi.

7. Confidentiality & Privacy

All grievance-related data is maintained in strict confidence. We collect only the information necessary to resolve your issue and comply with our Privacy Policy. Our team members handling the complaint are bound by confidentiality agreements, ensuring your personal information is not disclosed or misused.

8. Updates to This Policy

We may modify or update this Grievance Redressal policy from time to time to reflect changes in our processes, legal requirements, or operational needs. Any revisions will be posted on this page with the “Last Updated” date.

9. Contact Us

For any questions, concerns, or follow-ups on your grievance, feel free to reach out to our Customer Support:

• Email: [support@senemimart.com]
• Phone: [+91-9780974295]
• Address: Plot No. 2, Khasra No. 1335, Chandmal Road, Jwalapur, Haridwar, Uttarakhand, 249401

We appreciate your cooperation and thank you for giving Senemi Mart Pvt. Ltd. an opportunity to address and resolve your grievances. Our aim is to continually improve our services and ensure a positive experience for every valued customer and partner.