Grievance redressal

Draft for review. This policy is written to the right structure and to current Indian law as we understand it, but it is a mockup. It must be reviewed and adopted by the company’s legal adviser, and the bracketed placeholders completed, before it goes live.

Start here

Most problems are solved fastest by our customer care team — hello@3basics.com, +91 124 456 7890, or WhatsApp. Please try there first; it is usually quicker.

If that does not resolve it, this page is the formal route.

1 · Grievance Officer

Appointed under the Consumer Protection (E-Commerce) Rules, 2020.

Name	[To be appointed]
Designation	Grievance Officer
Email	grievance@3basics.com
Telephone	+91 124 456 7890 (Mon–Sat, 10am – 6pm IST)
Postal address	Grievance Officer, Helios Biocred Private Limited, Ground Floor, Plot No. 18–19, HSIIDC Udyog Kunj, Ghamroj, Gurugram, Haryana 122102, India

2 · How to raise a grievance

Write to the Grievance Officer with:

Your name and contact details
Your order number, if it relates to an order
What happened, and what you would like us to do about it
Any photographs or documents that help
Details of your earlier contact with customer care, if any

3 · Timelines

Stage	Within
Acknowledgement of your grievance, with a ticket number	48 hours
Resolution	One month from receipt
Update if resolution will take longer	We will tell you why, and when

These are the timelines required of us by law, and we treat them as a maximum rather than a target.

4 · If you are still not satisfied

Write to the directors at hello@3basics.com marked for their attention. We are a small company; they will see it.

5 · Consumer authorities

You always retain the right to approach:

National Consumer Helpline — 1915, or consumerhelpline.gov.in
The appropriate Consumer Disputes Redressal Commission — district, state or national, depending on value
The Food Safety and Standards Authority of India, for food safety concerns
The Data Protection Board of India, for data protection complaints

Nothing on this page limits those rights, and we would not want it to.

Contact

Questions about this policy: hello@3basics.com.
Helios Biocred Private Limited, Ground Floor, Plot No. 18–19, HSIIDC Udyog Kunj, Ghamroj, Gurugram, Haryana 122102, India.
Grievance Officer: [name to be appointed], grievance@3basics.com.