Grievance Redressal Policy

rajumondal.in
Operated by Raju Mondal & Co.
Nature of Business: Direct Seller / Inventory E-Commerce Entity
Effective Date: 3 September 2026
Last Updated: 3 September 2026

1. INTRODUCTION

Raju Mondal & Co. (“Raju Mondal & Co.“, “Company“, “we“, “us or “our“), operating the e-commerce website rajumondal.in (“Website” or “Platform), is committed to providing customers with a transparent, fair, accessible and effective mechanism for submitting and resolving grievances.

Raju Mondal & Co. operates as a direct seller/inventory e-commerce entity. Unless expressly stated otherwise, products displayed and sold through rajumondal.in are sold directly by Raju Mondal & Co. and not through an independent third-party marketplace seller.

This Grievance Redressal Policy (“Policy“) establishes the procedure through which customers and other users may raise complaints concerning:

  • Products;
  • Orders;
  • Payments;
  • Delivery;
  • Returns;
  • Refunds;
  • Replacements;
  • Cancellations;
  • Product authenticity;
  • Defective or damaged products;
  • Customer accounts;
  • Promotional offers;
  • Privacy and personal-data concerns;
  • Unauthorised transactions;
  • Fraudulent activity;
  • Customer service; and
  • Other matters relating to Raju Mondal & Co.’s e-commerce operations.

Raju Mondal & Co. seeks to administer its grievance mechanism in accordance with applicable laws and regulations of India, including, as applicable, the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, applicable provisions of the Information Technology Act, 2000, applicable data-protection laws, Digital Personal Data Protection Act, 2023, applicable GST and Legal Metrology requirements, and applicable RBI directions governing relevant payment-system participants.

2. PURPOSE OF THIS POLICY

The purpose of this Policy is to:

  • Provide customers with an easily accessible complaint mechanism;
  • Establish a clear grievance escalation structure;
  • Provide appropriate channels for customer complaints;
  • Facilitate timely investigation and resolution;
  • Provide a dedicated grievance contact;
  • Establish procedures for payment disputes and chargebacks;
  • Protect customers against fraudulent or unauthorised transactions;
  • Provide a mechanism for privacy-related complaints;
  • Maintain appropriate grievance records; and
  • Ensure that customers are able to exercise their rights and remedies under applicable Indian law.

3. RAJU MONDAL & CO. AS A DIRECT SELLER

Raju Mondal & Co. operates rajumondal.in as a direct-selling/inventory e-commerce business.

Unless otherwise expressly stated in the applicable product or order documentation:

  • Raju Mondal & Co. is the seller of the product;
  • The customer purchases the product directly from Raju Mondal & Co.;
  • Raju Mondal & Co. is responsible for processing the order;
  • Raju Mondal & Co. is responsible for issuing the applicable invoice;
  • Raju Mondal & Co. is responsible for applicable return and refund processing;
  • Raju Mondal & Co. is responsible for addressing customer complaints relating to its products and services; and
  • Raju Mondal & Co. will provide appropriate customer and grievance support.

The Consumer Protection (E-Commerce) Rules, 2020 recognise an inventory e-commerce entity as an e-commerce entity that owns inventory of goods or services and sells such goods or services directly to consumers.

4. SCOPE OF THE GRIEVANCE MECHANISM

Customers may raise grievances concerning, among other things:

Product-related matters

  • Defective products;
  • Damaged products;
  • Incorrect products;
  • Missing products;
  • Missing accessories;
  • Product mismatch;
  • Incorrect specifications;
  • Product authenticity;
  • Counterfeit/fake products;
  • Warranty issues;
  • Product safety concerns; and
  • Materially inaccurate product information.

Order-related matters

  • Order confirmation;
  • Order cancellation;
  • Order modification;
  • Order status;
  • Product availability;
  • Incorrect order;
  • Duplicate order; and
  • Order-processing issues.

Delivery-related matters

  • Delayed delivery;
  • Failed delivery;
  • Incorrect delivery;
  • Missing shipment;
  • Damaged package;
  • Tampered package;
  • Tracking issues; and
  • Delivery-service concerns.

Payment-related matters

  • Failed payment;
  • Pending payment;
  • Amount debited but order not confirmed;
  • Duplicate payment;
  • Incorrect payment amount;
  • Payment reversal;
  • Refund not received;
  • Unauthorised transaction;
  • Payment dispute; and
  • Chargeback.

Return/refund matters

  • Return request;
  • Replacement;
  • Exchange;
  • Refund;
  • Refund delay;
  • Refund discrepancy;
  • Return pickup;
  • Rejected return; and
  • Other return-related complaints.

Privacy and security matters

  • Personal-data concerns;
  • Unauthorised account access;
  • Privacy complaints;
  • Data-security concerns;
  • Fake Raju Mondal & Co. communications;
  • Phishing;
  • Fraudulent communications; and
  • Suspected misuse of customer information.

5. CUSTOMER GRIEVANCE CONTACT DETAILS

Customers may initially contact Raju Mondal & Co. Customer Support for assistance.

Customer Support

Email:
support@rajumondal.in

Contact Number:
9477708742

For formal grievance escalation, customers may contact:

Grievance Officer

Designation: Grievance Officer
Company: Raju Mondal & Co.

Grievance Email:
grievance@rajumondal.in

Contact Number:
9477708742

Registered Office

Raju Mondal & Co.
314, Ground Floor,
East Balia, Garia,
South 24 Parganas-700084,West Bengal

6. GRIEVANCE OFFICER

Raju Mondal & Co. has designated a Grievance Officer to receive and address formal customer grievances.

Grievance Officer Details

Designation: Grievance Officer
Company: Raju Mondal & Co.
Email: grievance@rajumondal.in
Telephone: 9477708742

Correspondence Address:

314, Ground Floor,
East Balia, Garia,
South 24 Parganas-700084, West Bengal

The Grievance Officer may review complaints that:

  • Remain unresolved after customer-support interaction;
  • Require formal escalation;
  • Concern serious product or service issues;
  • Concern payment disputes;
  • Concern suspected fraud;
  • Concern privacy or data issues; or
  • Otherwise require escalation under applicable law or Raju Mondal & Co.’s internal processes.

7. HOW TO FILE A GRIEVANCE

A customer should preferably follow the following process:

Step 1 – Contact Customer Support

Send the complaint to:

support@rajumondal.in

or contact:

9477708742

Step 2 – Provide Relevant Information

The customer should provide sufficient information to enable Raju Mondal & Co. to identify and investigate the issue.

Step 3 – Complaint Review

Raju Mondal & Co. will review the complaint and may request additional information or documentation.

Step 4 – Resolution

Raju Mondal & Co. will investigate the matter and provide an appropriate response or remedy, subject to applicable law and the relevant terms and policies.

Step 5 – Escalation

If the customer remains dissatisfied or the matter requires formal escalation, the customer may write to:

grievance@rajumondal.in

The customer should mention the earlier complaint/reference number wherever available.

8. INFORMATION TO BE INCLUDED IN A COMPLAINT

Customers are encouraged to provide:

  • Full name;
  • Registered email address;
  • Registered mobile number;
  • Order number;
  • Invoice number;
  • Product name;
  • Product/SKU number, if available;
  • Date of purchase;
  • Payment transaction/reference number;
  • Payment method;
  • Nature of complaint;
  • Detailed description of the problem;
  • Photographs/videos, where relevant;
  • Delivery information;
  • Previous complaint/ticket number; and
  • Supporting documents.

Providing complete information can help Raju Mondal & Co. investigate the complaint more efficiently.

9. IMPORTANT PAYMENT SECURITY WARNING

Customers must never provide the following information to Raju Mondal & Co. Customer Support, delivery personnel or any unknown person:

  • UPI PIN;
  • ATM PIN;
  • Card PIN;
  • CVV;
  • Internet banking password;
  • Full banking password;
  • OTP unrelated to an authorised transaction; or
  • Other confidential authentication credentials.

Raju Mondal & Co. will never require a customer to disclose a UPI PIN, card PIN or banking password in order to process a refund or resolve a grievance.

Customers should also be cautious of anyone asking them to:

  • Scan a QR code to receive a refund;
  • Install remote-access software;
  • Transfer money to a personal account;
  • Share an OTP;
  • Share banking credentials; or
  • Make an immediate payment to “unlock” a refund.

10. GRIEVANCE ESCALATION MATRIX

LevelDepartment / AuthorityPurposeContact
Level 1Customer SupportGeneral complaints, orders, delivery, returns, refunds, products and paymentssupport@rajumondal.in
Level 2Escalation / Customer ResolutionComplaints unresolved at Level 1grievance@rajumondal.in
Level 3Grievance OfficerFormal grievance and higher-level reviewgrievance@rajumondal.in
TelephoneCustomer Support / GrievanceCustomer assistance and escalation9477708742
Written CorrespondenceRaju Mondal & Co.Formal/legal correspondenceShop no 2, 652 West Balia,
Shyam suhas Niwas ward 1,
South 24 Parganas, South 24
Parganas-700084, West Bengal

11. COMPLAINT ACKNOWLEDGEMENT

Where the complaint is submitted through a system that generates a complaint/ticket/reference number, Raju Mondal & Co. may provide such reference number to the customer.

Customers should retain the reference number and quote it in subsequent correspondence.

Where a complaint is submitted directly by email, the email correspondence may serve as the initial complaint record.

12. GRIEVANCE INVESTIGATION PROCESS

Depending upon the nature of the complaint, Raju Mondal & Co. may review:

  • Customer order information;
  • Invoice;
  • Product information;
  • Inventory records;
  • Payment information;
  • Transaction/reference information;
  • Delivery and tracking records;
  • Proof of delivery;
  • Return records;
  • Refund records;
  • Customer communications;
  • Photographs and videos;
  • Product serial number/IMEI;
  • Warranty information;
  • Technical records; and
  • Information obtained from relevant service providers.

Raju Mondal & Co. may contact the customer if additional information is reasonably required.

13. GRIEVANCE RESOLUTION

Depending upon the nature and validity of the complaint, possible resolutions may include:

  • Clarification;
  • Correction of information;
  • Order cancellation;
  • Return;
  • Replacement;
  • Repair;
  • Exchange;
  • Refund;
  • Payment reconciliation;
  • Delivery re-attempt;
  • Account-security measures;
  • Product investigation;
  • Warranty assistance; or
  • Another appropriate remedy permitted by law.

The remedy available will depend on the facts of the complaint, product category, applicable policy, contractual terms and applicable law.

14. PRODUCT COMPLAINTS

Customers may submit complaints concerning:

  • Product defects;
  • Damage;
  • Wrong product;
  • Missing accessories;
  • Product mismatch;
  • Product specifications;
  • Product authenticity;
  • Warranty;
  • Product safety; or
  • Other material product concerns.

Raju Mondal & Co. may request photographs, videos, packaging information, serial numbers, IMEI numbers or other evidence where necessary.

15. COUNTERFEIT OR FAKE PRODUCT COMPLAINTS

Raju Mondal & Co. is committed to preventing the sale of counterfeit, fake, unauthorised or unlawfully sourced products.

If a customer believes that a product is counterfeit or fake, the customer should immediately contact:

grievance@rajumondal.in

The customer should provide:

  • Order number;
  • Invoice;
  • Product photographs;
  • Packaging photographs;
  • Serial/IMEI number, where applicable;
  • Description of the suspected issue; and
  • Supporting evidence.

Raju Mondal & Co. may investigate the complaint and, where appropriate:

  • Suspend sale of the relevant product;
  • Investigate the source;
  • Request additional documentation;
  • Arrange product inspection;
  • Accept a return;
  • Provide replacement/refund where applicable;
  • Take corrective action; and
  • Cooperate with competent authorities where legally required.

16. DAMAGED OR TAMPERED PACKAGE

Customers should inspect packages upon delivery wherever practicable.

If a package appears:

  • Damaged;
  • Open;
  • Tampered with;
  • Wet;
  • Torn; or
  • Otherwise compromised,

the customer should document the condition and contact Raju Mondal & Co. as soon as possible.

Customers should retain the packaging until the complaint has been resolved.

17. DELIVERY GRIEVANCES

Delivery-related complaints may include:

  • Delayed delivery;
  • Failed delivery;
  • Incorrect delivery;
  • Missing parcel;
  • Damaged parcel;
  • Tampered parcel;
  • Incorrect tracking status; or
  • Delivery to an incorrect address.

Raju Mondal & Co. may coordinate with the relevant logistics provider to investigate the complaint.

Where an investigation depends upon the logistics provider, Raju Mondal & Co. may communicate the relevant status to the customer.

18. PAYMENT GRIEVANCES

Customers may contact Raju Mondal & Co. concerning:

  • Failed transactions;
  • Pending transactions;
  • Amount debited but order not confirmed;
  • Duplicate payments;
  • Incorrect payment amounts;
  • Payment reversals;
  • Refund delays;
  • Unauthorised transactions; and
  • Other payment-related matters.

Customers should provide the transaction/reference number whenever available.

19. PAYMENT DEBITED BUT ORDER NOT CONFIRMED

Where the customer’s bank account, card or payment instrument has been debited but the order has not been confirmed, Raju Mondal & Co. may verify the transaction with the relevant payment service provider.

Depending upon the transaction status:

  • The order may be confirmed; or
  • The amount may be reversed/refunded.

The time required for the amount to be credited may depend upon the relevant bank, card issuer, UPI participant, payment gateway, payment aggregator or other payment service provider.

20. DUPLICATE PAYMENT

If a customer believes that the same transaction has been charged more than once, the customer should immediately contact Raju Mondal & Co..

Raju Mondal & Co. may verify the transaction records.

Where duplicate successful payments are established, the applicable excess amount may be processed for reversal/refund.

21. REFUND-RELATED GRIEVANCES

If a refund has been approved but has not been received, customers should contact:

support@rajumondal.in

with:

  • Order number;
  • Original transaction ID;
  • Refund reference number, if available;
  • Amount;
  • Date of payment; and
  • Payment method.

Raju Mondal & Co. may verify the refund status with the relevant payment service provider.

22. CHARGEBACK & PAYMENT DISPUTE POLICY

22.1 Customer’s Right to Raise a Payment Dispute

A customer may raise a payment dispute or chargeback through the customer’s:

  • Bank;
  • Card issuer;
  • UPI/payment service provider;
  • Payment participant;
  • Applicable payment-network mechanism; or
  • Other competent payment institution.

Nothing in this Policy is intended to prevent a customer from exercising a lawful right to raise a payment dispute.

Customers are encouraged to contact Raju Mondal & Co. first where the issue can be resolved directly and efficiently.

22.2 What is a Chargeback?

A chargeback is a payment dispute initiated through the applicable banking, card or payment system concerning a transaction.

It may relate to matters such as:

  • Unauthorised transaction;
  • Non-receipt of goods;
  • Duplicate transaction;
  • Incorrect transaction;
  • Product-related dispute; or
  • Other recognised dispute reasons under the applicable payment-system rules.

22.3 How Raju Mondal & Co. Handles Chargebacks

When Raju Mondal & Co. receives a chargeback notification, it may:

  1. Identify the transaction;
  2. Verify the order;
  3. Verify payment status;
  4. Review the product details;
  5. Review delivery records;
  6. Review proof of delivery;
  7. Review return/refund records;
  8. Review customer communications;
  9. Review transaction information;
  10. Coordinate with relevant service providers;
  11. Prepare appropriate evidence;
  12. Submit relevant information through the applicable dispute mechanism; and
  13. Cooperate with the relevant payment participant.

22.4 Chargeback Does Not Automatically Establish Liability

The filing of a chargeback does not by itself establish that Raju Mondal & Co. or the customer is liable.

The outcome may depend on:

  • Applicable payment-system rules;
  • Evidence submitted;
  • Transaction records;
  • Delivery records;
  • Refund records; and
  • The determination of the relevant payment participant.

22.5 Refund and Chargeback for the Same Transaction

Customers should not knowingly seek or retain duplicate recovery for the same transaction.

If Raju Mondal & Co. has already issued a refund and subsequently receives a chargeback relating to the same transaction, Raju Mondal & Co. may provide evidence of the refund to the relevant payment participant.

22.6 Fraudulent Chargebacks

If Raju Mondal & Co. has reasonable evidence that a payment dispute or chargeback has been initiated using knowingly false or fraudulent information, Raju Mondal & Co. may take appropriate action in accordance with applicable law.

Nothing in this provision restricts a customer’s legitimate right to raise a genuine payment dispute.

23. UNAUTHORISED TRANSACTIONS

If a customer believes that an unauthorised transaction has occurred, the customer should immediately:

  1. Contact the relevant bank/card issuer/payment service provider;
  2. Report the matter to Raju Mondal & Co.;
  3. Secure the relevant account;
  4. Change compromised passwords; and
  5. Preserve transaction records and communications.

Raju Mondal & Co. may investigate the relevant order and payment records and cooperate with the applicable payment participant.

24. FRAUD AND IMPERSONATION COMPLAINTS

Customers should report suspected impersonation or fraud involving persons claiming to represent Raju Mondal & Co..

Examples include:

  • Fake customer-care numbers;
  • Fake refund calls;
  • Fake Raju Mondal & Co. websites;
  • Fake WhatsApp accounts;
  • Fake emails;
  • Fraudulent payment requests;
  • Requests for UPI PINs;
  • Requests for OTPs;
  • Requests to install remote-access applications; and
  • Requests to transfer money to personal accounts.

Such complaints may be submitted to:

grievance@rajumondal.in

25. PRIVACY AND PERSONAL DATA GRIEVANCES

Customers may raise complaints concerning:

  • Collection of personal data;
  • Use of personal data;
  • Disclosure of personal data;
  • Incorrect personal information;
  • Data-security incidents;
  • Unauthorised access;
  • Account information; and
  • Other privacy concerns.

Privacy-related complaints will be handled in accordance with Raju Mondal & Co.’s Privacy Policy and applicable Indian data-protection law.

The Digital Personal Data Protection Act, 2023 establishes India’s statutory framework concerning the processing of digital personal data.

The Digital Personal Data Protection Rules, 2025 were notified by the Ministry of Electronics and Information Technology on 14 November 2025 with phased commencement provisions.

26. CUSTOMER ACCOUNT SECURITY

If a customer believes that their Raju Mondal & Co. account has been compromised, they should immediately:

  • Change their password;
  • Contact Raju Mondal & Co.;
  • Review recent orders;
  • Review payment activity;
  • Secure their email account; and
  • Contact their bank/payment provider if an unauthorised payment has occurred.

Raju Mondal & Co. may take reasonable measures to protect the account.

27. PROMOTIONAL OFFER COMPLAINTS

Customers may raise complaints relating to:

  • Discount codes;
  • Coupon codes;
  • Cashback;
  • Promotional pricing;
  • Offer eligibility;
  • Promotional validity;
  • Promotional benefits; and
  • Other promotional matters.

Raju Mondal & Co. will review such complaints against the applicable promotional terms.

28. WARRANTY AND SERVICE COMPLAINTS

Where a product carries a warranty, complaints may be addressed in accordance with the applicable warranty terms.

Depending on the product, Raju Mondal & Co. may:

  • Provide troubleshooting assistance;
  • Facilitate inspection;
  • Coordinate repair;
  • Facilitate replacement;
  • Coordinate manufacturer-authorised service; or
  • Process another applicable remedy.

Warranty exclusions specified in the applicable warranty terms may apply.

29. PRODUCT SAFETY GRIEVANCES

Customers should immediately report products that they reasonably believe may present a safety risk.

Customers should discontinue use where continued use could reasonably cause injury, damage or other safety concerns.

Raju Mondal & Co. may:

  • Investigate the complaint;
  • Contact the relevant manufacturer;
  • Suspend product sales;
  • Facilitate return;
  • Provide replacement/refund where applicable;
  • Issue appropriate customer communication; and
  • Cooperate with competent authorities where required.

30. COMPLAINTS INVOLVING THIRD-PARTY SERVICE PROVIDERS

Certain aspects of a transaction may involve third-party service providers such as:

  • Payment gateways;
  • Payment aggregators;
  • Banks;
  • Card networks;
  • UPI participants;
  • Logistics companies;
  • Technology providers;
  • Manufacturers; and
  • Authorised service centres.

Raju Mondal & Co. may coordinate with such providers when their information or action is required to resolve a complaint.

The involvement of a service provider does not, by itself, remove Raju Mondal & Co.’s responsibilities under applicable law.

31. GRIEVANCE RESOLUTION TIMELINES

Raju Mondal & Co. will endeavour to acknowledge, investigate and resolve customer grievances within the timelines prescribed by applicable law and its internal service standards.

Certain matters may require additional time where investigation involves:

  • Banks;
  • Payment gateways;
  • Payment aggregators;
  • Card issuers;
  • UPI/payment participants;
  • Logistics providers;
  • Manufacturers;
  • Service centres; or
  • Government/regulatory authorities.

Where resolution is delayed due to circumstances requiring additional investigation, Raju Mondal & Co. may provide the customer with an appropriate status update.

Nothing in this Policy shall be interpreted as overriding a mandatory statutory timeline applicable to a particular complaint.

32. RECORDS OF GRIEVANCES

Raju Mondal & Co. may maintain appropriate records relating to customer grievances for purposes including:

  • Complaint tracking;
  • Investigation;
  • Resolution;
  • Fraud prevention;
  • Payment dispute management;
  • Legal compliance;
  • Regulatory compliance;
  • Audit; and
  • Service improvement.

Such records may be retained for the period required or reasonably necessary under applicable law and legitimate business requirements.

33. CONFIDENTIALITY

Raju Mondal & Co. will handle complaint information for legitimate purposes including:

  • Investigation;
  • Customer support;
  • Dispute resolution;
  • Fraud prevention;
  • Legal compliance;
  • Regulatory compliance; and
  • Record keeping.

Personal information will be handled in accordance with Raju Mondal & Co.’s Privacy Policy and applicable law.

34. FALSE OR ABUSIVE COMPLAINTS

Customers are expected to submit grievances honestly and in good faith.

Raju Mondal & Co. may take appropriate action where there is evidence of:

  • Knowingly false complaints;
  • Fraudulent claims;
  • Fabricated evidence;
  • Refund abuse;
  • Return abuse;
  • Chargeback fraud;
  • Account manipulation; or
  • Other unlawful conduct.

This provision does not restrict any customer from raising a genuine complaint or exercising a legitimate statutory right.

35. NO RESTRICTION ON STATUTORY RIGHTS

Nothing in this Policy is intended to:

  • Exclude a customer’s statutory rights;
  • Restrict a consumer’s right to seek legal remedies;
  • Prevent a customer from approaching the relevant bank/payment institution;
  • Prevent a customer from approaching an appropriate Consumer Commission;
  • Waive mandatory consumer protections; or
  • Override applicable law.

Where a provision of this Policy conflicts with a mandatory requirement of applicable Indian law, the mandatory legal requirement shall prevail.

36. CONSUMER RIGHTS

Customers retain their rights and remedies under applicable Indian consumer-protection law.

Depending on the circumstances, customers may have rights relating to:

  • Safety;
  • Information;
  • Choice;
  • Being heard;
  • Redressal;
  • Protection against unfair trade practices;
  • Protection against misleading representations; and
  • Other statutory consumer protections.

The Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020 provide an important legal framework governing consumer protection in e-commerce.

37. EXTERNAL ESCALATION AND LEGAL REMEDIES

If a customer is dissatisfied with Raju Mondal & Co.’s response, the customer may, where applicable, approach an appropriate:

  • Consumer Commission;
  • Bank;
  • Card issuer;
  • Payment service provider;
  • Payment-network dispute mechanism;
  • Government authority;
  • Competent regulatory authority;
  • Court;
  • Tribunal; or
  • Other legally competent forum.

Nothing in Raju Mondal & Co.’s internal grievance mechanism prevents a customer from exercising a statutory right or remedy.

38. PAYMENT-SYSTEM GRIEVANCES AND RBI FRAMEWORK

Where a payment transaction is processed through a regulated payment entity, such as a bank, payment aggregator, payment gateway or other regulated payment participant, the applicable RBI directions and the entity’s own grievance/dispute-resolution mechanism may apply to that part of the transaction.

Raju Mondal & Co. does not represent itself as a bank, payment system operator or RBI-authorised payment aggregator unless it separately holds the relevant regulatory authorisation.

Raju Mondal & Co.’s role is primarily that of the direct seller/merchant in relation to products sold through rajumondal.in.

39. CUSTOMER RESPONSIBILITIES

Customers are expected to:

  • Provide accurate information;
  • Provide correct delivery details;
  • Use legitimate payment methods;
  • Keep account credentials secure;
  • Report issues promptly;
  • Provide accurate complaint information;
  • Preserve relevant evidence;
  • Cooperate with reasonable investigations; and
  • Not misuse the grievance, return, refund or chargeback processes.

40. ACCESSIBILITY OF THE GRIEVANCE MECHANISM

Raju Mondal & Co. will endeavour to keep the grievance mechanism reasonably accessible to customers through its Website and published contact details.

Customers who have difficulty using an online complaint mechanism may contact:

support@rajumondal.in

or:

9477708742

Formal grievance escalation may be submitted to:

grievance@rajumondal.in

41. GOVERNING LAW

This Grievance Redressal Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Nothing in this Policy shall be interpreted as limiting any mandatory statutory right, remedy or protection available to a customer.

42. UPDATES TO THIS POLICY

Raju Mondal & Co. may modify this Policy from time to time to reflect:

  • Changes in applicable law;
  • Regulatory requirements;
  • Changes in payment systems;
  • Changes in business operations;
  • Changes in customer-support processes;
  • Changes in contact details; or
  • Improvements to the grievance mechanism.

The latest version will be published on rajumondal.in.

The “Last Updated” date will indicate the date of the latest revision.

43. CONTACT RAJU MONDAL & CO.

Raju Mondal & Co.

Website: rajumondal.in

Customer Support Email:
support@rajumondal.in

Customer Care / Contact Number:
9477708742

Grievance Email:
grievance@rajumondal.in

Grievance Officer:
Grievance Officer, Raju Mondal & Co.

Registered Office:

314, Ground Floor,
East Balia, Garia,
South 24 Parganas-700084,West Bengal

44. QUICK GRIEVANCE PROCESS

CUSTOMER COMPLAINT

↓

LEVEL 1 – CUSTOMER SUPPORT

support@rajumondal.in
9477708742

↓

COMPLAINT REVIEW & INVESTIGATION

Order / Product / Payment / Delivery / Return / Refund / Other Records

↓

RESOLUTION

Clarification / Return / Replacement / Repair / Refund / Correction / Other Applicable Remedy

↓

LEVEL 2 – FORMAL ESCALATION

grievance@rajumondal.in

↓

GRIEVANCE OFFICER

Formal review and appropriate resolution

↓

EXTERNAL REMEDY, WHERE APPLICABLE

Bank / Payment Service Provider / Consumer Commission / Competent Authority / Other Statutory Forum

45. IMPORTANT CUSTOMER PROTECTION NOTICE

RAJU MONDAL & CO. WILL NEVER ASK YOU TO PROVIDE:

❌ UPI PIN
❌ ATM PIN
❌ Card PIN
❌ CVV
❌ Internet Banking Password
❌ Account Password
❌ Confidential Banking Credentials

RAJU MONDAL & CO. WILL NOT REQUIRE YOU TO:

❌ Scan an unknown QR code to receive a refund
❌ Install remote-access software to receive a refund
❌ Transfer money to an unknown personal bank account to receive a refund
❌ Share an OTP with an unknown person
❌ Pay an unofficial “refund processing fee” to receive an approved refund

If you receive a suspicious communication claiming to represent Raju Mondal & Co., contact:

support@rajumondal.in
9477708742

or report it to:

grievance@rajumondal.in

46. IMPORTANT DISCLAIMER

This Grievance Redressal Policy is intended to provide customers with a clear and transparent mechanism for submitting, tracking, escalating and resolving complaints.

This Policy does not constitute legal, financial, tax, banking or professional advice.

Nothing in this Policy shall be construed as:

  • Excluding statutory consumer rights;
  • Limiting any mandatory legal remedy;
  • Preventing a customer from raising a legitimate payment dispute;
  • Preventing a customer from approaching a bank or payment service provider;
  • Preventing a customer from approaching a Consumer Commission; or
  • Waiving any mandatory requirement of applicable Indian law.

Where any provision of this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision shall prevail.

RAJU MONDAL & CO.

Committed to transparent, fair, secure and responsible customer grievance redressal.

Customer Support: support@rajumondal.in
Grievance: grievance@rajumondal.in
Contact: 9477708742

Registered Office:
314, Ground Floor, East Balia, Garia, South 24 Parganas- 700084, West Bengal