GRIEVANCE REDRESSAL POLICY
1. Purpose
Brugen Pharmaceuticals Pvt. Ltd. is committed to maintaining transparency, accountability, and consumer satisfaction.
This Grievance Redressal Policy outlines the mechanism for customers to raise complaints, concerns, or grievances related to:
- Products
- Orders
- Payments
- Website usage
- Delivery issues
- Service quality
2. Grievance Officer Details
In accordance with applicable Indian laws and e-commerce regulations, the Company has appointed a Grievance Officer.
Customer Care & Grievance Officer
Name: [To be updated, if required]
Email: info.cramfit@gmail.com
Customer Support Number: +91 7897902543
Registered Office:
Brugen Pharmaceuticals Pvt. Ltd.
Gulmohar Residency, H.No. C/4,
South Civil Lines,
Jabalpur, Madhya Pradesh – 482001
FSSAI License No.: 11425999000317
3. How to Raise a Grievance
Customers may raise grievances by:
- Sending an email to info.cramfit@gmail.com
- Calling customer support during working hours
- Using the Contact Form available on cramfit.in
Please include:
- Full Name
- Contact Details
- Order ID (if applicable)
- Description of the issue
- Supporting images or documents (if relevant)
4. Grievance Response Timeline
- All grievances will be acknowledged within 48 business hours.
- Resolution will be attempted within 7–15 business days, depending on the nature of the complaint.
Complex issues may require additional verification time.
5. Escalation Process
If a customer is not satisfied with the initial resolution:
- A written escalation request may be submitted via email.
- The matter will be reviewed by senior management.
The Company is committed to fair and transparent resolution practices.
6. Scope of Grievance Handling
This policy covers complaints related to:
- Damaged or incorrect products
- Refund delays
- Order cancellation issues
- Website errors
- Miscommunication
- Service dissatisfaction
Medical concerns or adverse reactions should be reported immediately to a healthcare professional.
7. Record Keeping
All grievance communications are documented and retained for internal compliance and quality improvement purposes.
8. Legal Rights
This Grievance Redressal Policy does not limit any rights available to consumers under applicable Indian consumer protection laws.
Customers retain the right to seek remedies under applicable law.
9. Contact Information
Brugen Pharmaceuticals Pvt. Ltd.
Registered Office:
Gulmohar Residency, H.No. C/4,
South Civil Lines,
Jabalpur, Madhya Pradesh – 482001
Email: info.cramfit@gmail.com
Customer Support: +91 7897902543