1. Objective

The purpose of this policy is to establish a transparent, fair, and effective mechanism for addressing and resolving customer grievances related to the products and services offered on xyblenox.com.

2. Scope

This policy covers the following categories of grievances:

• Product-related complaints: Defects, damages, missing items, etc.

• Service-related issues: Delivery delays, installation concerns, or service quality.

• Payment and refund-related concerns.

• Warranty and return disputes.

• Website functionality and user experience issues.

• Misleading or incorrect product information.

3. Grievance Redressal Channels

Customers may raise complaints through the following channels:

• Customer Support Email: xyblenoxservices@gmail.com

• Customer Support Phone: +91-9109-292-702

• Office Address: Office No. 410, 4th Floor, Jaina Tower-2, Plot No. 6, District Center, Janakpuri C-4, West Delhi, New Delhi, Delhi, India – 110058

• Live Chat: Available from 9:00 AM to 9:00 PM

4. Grievance Redressal Process

• Acknowledgment: All complaints will be acknowledged within 24 hours of receipt.

• Tracking: A unique ticket number will be provided for tracking grievance status.

• Resolution Timelines:

  • General queries: Within 48 hours

  • Product-related issues (damaged/defective): Within 3–5 business days

  • Refund-related complaints: Within 7 business days

• Escalation: Unresolved grievances will be escalated to higher management until closure.

5. Return & Replacement Disputes

• Items must comply with the Return Policy for eligibility.

• Disputes regarding denied returns or replacements will be reviewed with valid proof (e.g., images, videos, invoices).

• If found valid, customers will be provided with a replacement, refund, or store credit.

6. Warranty-Related Complaints

• Customers should refer to the manufacturer’s warranty terms for product coverage.

• XYBLENOX will facilitate warranty claims if issues are reported within 10 days of delivery.

• For later concerns, customers will be guided to contact authorized service centers.

7. Customer Responsibilities

• Provide accurate information and required documents when raising grievances.

• Cooperate during the grievance investigation and resolution.

• Avoid misuse of grievance redressal mechanisms.

8. Confidentiality

All grievance-related records, customer information, and supporting documents will be kept confidential and used solely for resolving complaints.

9. Continuous Improvement

XYBLENOX will periodically review grievance data to identify recurring issues, strengthen service quality, and improve overall customer experience.