Grievance Redressal Policy

Last Updated: July 2026

At TAVIXA, customer satisfaction is our highest priority. We are committed to providing a transparent, fair, and efficient grievance redressal mechanism for all customers purchasing products through our website.

This Grievance Redressal Policy has been prepared in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and other applicable laws in India.

This Policy is an electronic record generated by a computer system and does not require any physical or digital signature.

1. Objective

The purpose of this Policy is to provide customers with a simple and effective process for raising complaints relating to products, services, orders, payments, deliveries, returns, warranties, or any other matter concerning purchases made through the official TAVIXA website.

We are committed to resolving customer grievances fairly, promptly, and transparently.

2. Scope

This Policy applies to all customers who purchase products or services through the official TAVIXA website.

It covers grievances relating to:

  • Orders
  • Payments
  • Shipping & Delivery
  • Returns & Refunds
  • Exchanges
  • Warranty Claims
  • Buy-Back Requests
  • Product Quality
  • Customer Service
  • Website-related issues

3. What Constitutes a Grievance?

A grievance means any written or verbal communication expressing dissatisfaction regarding a product or service purchased from TAVIXA and requesting a resolution.

The following are generally not treated as grievances:

  • General enquiries
  • Product availability questions
  • Suggestions or feedback
  • Marketing preferences
  • Incomplete or anonymous complaints
  • Requests for information that are not related to a complaint

4. How to Raise a Grievance

Customers may contact TAVIXA through the following channels:

Email: support@tavixa.co
Website: www.tavixa.co
Customer Care: [Insert Customer Care Number]

To help us resolve your concern efficiently, please include:

  • Order Number
  • Customer Name
  • Registered Email Address
  • Registered Mobile Number
  • Description of the issue
  • Relevant photographs or supporting documents, if applicable

5. Acknowledgement & Resolution Timeline

Once your grievance is received:

  • An acknowledgement will be sent within 48 hours.
  • A reference or ticket number may be provided for tracking.
  • Our Customer Support team may contact you for additional information, if required.
  • We aim to resolve all grievances within 15 working days from the date of receipt.

In exceptional circumstances where additional investigation is required, the customer will be informed about the expected resolution timeline.

6. Escalation Mechanism

If you are not satisfied with the resolution provided by our Customer Support team, you may escalate your complaint to our designated Grievance Officer.

Grievance Officer: Keishna Kanti
Designation: Senior Manager – Compliance
Email: grievance@tavixa.co
Phone: [Please confirm the correct number]

The Grievance Officer has been appointed in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

7. Closure of Complaints

A grievance shall be considered closed when:

  • The customer confirms acceptance of the proposed resolution.
  • The requested resolution has been successfully implemented.
  • The customer does not respond within 7 days after our final communication.
  • The complaint falls outside the scope of this Policy and no further action is required.
  • 8. Fair Resolution Principles

TAVIXA is committed to ensuring that every complaint is handled:

  • Fairly
  • Promptly
  • Transparently
  • Respectfully
  • Without discrimination

Each grievance is evaluated individually based on the available facts, supporting evidence, and applicable TAVIXA policies.

9. Related Policies

This Policy should be read together with the following TAVIXA policies:

  • Shipping & Delivery Policy
  • Return & Exchange Policy
  • Payment Policy
  • Lifetime Warranty Policy
  • Lifetime Buy-Back Policy
  • Privacy Policy
  • Terms & Conditions

10. Changes to This Policy

TAVIXA reserves the right to update or modify this Policy from time to time to comply with changes in applicable laws, business practices, or operational requirements.

Any revised version will be published on the official TAVIXA website and will become effective from the date of publication.

11. Contact Us

For any grievance, complaint, or assistance, please contact:

TAVIXA Customer Support
Email: support@tavixa.co
Website: www.tavixa.co

Thank you for choosing TAVIXA.

We value your trust and remain committed to providing an exceptional customer experience through fair, transparent, and timely grievance resolution.

Everyday Luxury. Timeless Elegance.

Important: The phone number in your pasted content appears as S810200421, which is unclear, and the Customer Care number is still a placeholder. These should be confirmed before publishing.