Grievance Redressal Policy
Direct Surgicals is committed to delivering a fair, transparent and responsible customer experience. This Grievance Redressal Policy outlines the procedure for addressing customer concerns, complaints and service-related issues for orders placed on https://beta.directsurgicals.com.
1. Purpose of the Policy
The purpose of this policy is to:
- Provide customers with a clear and simple method to raise complaints
- Ensure timely and effective resolution
- Maintain transparency in communication
- Strengthen trust in our products and services
We encourage customers to reach out whenever they face an issue, and we aim to resolve all grievances promptly.
2. What Is a Grievance?
A grievance may include:
- Order and delivery issues
- Damaged, defective or incorrect products
- Delays in refund or replacement
- Payment or transaction-related concerns
- Website or account-related technical problems
- Behaviour, service or support issues
- Any dissatisfaction with products or services offered by Direct Surgicals
3. How to File a Grievance
Customers can submit their complaint through any of the following methods:
a) Email Support
directsurgicals.grievance@gmail.com
(Recommended for detailed concerns or document attachments)
b) Phone Support
+91 88844 54647 (Available during business hours)
c) Website Contact Form
You may fill out the contact form available on our website. Our team will review and respond promptly.
Please include:
- Full name
- Order ID (if applicable)
- Contact number
- Description of the issue
- Photos or documents (for product-related issues)
4. Grievance Redressal Timeline
We follow a structured and time-bound process:
- Acknowledgement: Within 24 hours of receiving the grievance
- Initial review: Within 48–72 hours
- Resolution: Within 7–10 working days, depending on the complexity
For issues that require additional time (supplier checks, courier investigations, bank processing), customers will be informed of the revised timeline.
5. Escalation Process
If the customer is not satisfied with the initial response, the grievance can be escalated to our Grievance Officer.
Grievance Officer
Name: [Insert Name]
Email: [directsurgicals.grievance@gmail.com]
Phone: [+91 88844 54647]
The Grievance Officer will review and respond within 5 working days.
6. Responsibilities of the Customer
To ensure quick resolution, customers must:
- Provide accurate information related to their complaint
- Share timely responses during follow-up
- Avoid misuse of grievance channels
False claims or abusive communication may lead to rejection of the grievance.
7. Responsibilities of Direct Surgicals
We commit to:
- Fair and unbiased investigation of all grievances
- Respectful communication with customers
- Transparent updates throughout the process
- Ensuring suitable corrective measures
- Improving internal processes to reduce future issues
8. Closure of Grievance
A grievance is considered closed when:
- The customer confirms satisfaction, or
- A fair resolution has been provided and communicated, or
- The customer fails to respond within a reasonable period
9. Policy Updates
Direct Surgicals may revise this policy periodically. Updated versions will be published on the website. Continued use of the website indicates acceptance of the updated policy.