Grievance Redressal Policy

ZOERAM Grievance Redressal Policy

Effective Date: 12 July 2026
Last Updated: 12 July 2026

1. Introduction

At ZOERAM, we are committed to handling customer complaints fairly, transparently, securely and within the applicable grievance-redressal framework.

This Grievance Redressal Policy explains:

What types of complaints customers may submit
How a complaint may be submitted
What information should be provided
How complaints will be acknowledged, reviewed and resolved
When additional information may be requested
How customers may escalate unresolved concerns
How complaint-related information will be handled

This policy should be read together with the applicable:

Terms of Service
Shipping Policy
Return & Refund Policy
Order Cancellation Policy
Payment Policy
Privacy Policy
Cookie Policy
Warranty Policy
Legal Notice
Product-specific conditions
Promotional terms
Other policies displayed on the ZOERAM website

Nothing in this policy is intended to exclude, limit or restrict any statutory consumer right or remedy that cannot lawfully be excluded under applicable law.

2. Business and Grievance Officer Information

The ZOERAM grievance-redressal mechanism is operated through:

Store Name: ZOERAM
Legal Owner/Business Name: Rihan Raza
Trading Name: ZOERAM
Grievance Officer: Rihan Raza
Designation: Grievance Officer – ZOERAM
Email: support@zoeram.com
WhatsApp/Contact Number: +91 9141051586
Customer-Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST
Principal Business Address: Akhtar Raza Circle, Davangere – 577001, Karnataka, India

3. Scope of This Policy

Customers may use this grievance-redressal process for complaints concerning:

Order placement or confirmation
Product information
Pricing or promotional information
Payments or failed transactions
Duplicate or unauthorized transactions
Cash on Delivery
Order cancellation
Shipping or courier service
Delivery delays
Failed or refused delivery
Lost shipments
Damaged packaging or products
Defective, incorrect, incomplete or materially misdescribed products
Returns, exchanges or replacements
Refund eligibility or processing
Product warranty
Website functionality
Account access or security
Personal-information or privacy concerns
Cookies or marketing preferences
AI-chatbot responses
Customer-support service
Suspected fraud, misuse or impersonation
Any other concern relating to a ZOERAM order or service

The applicable store policy will continue to determine the eligibility, evidence requirements and available resolution for the relevant issue.

4. How to Submit a Complaint

Customers may submit a complaint through an official ZOERAM support channel:

Email: support@zoeram.com
WhatsApp/Contact Number: +91 9141051586

Customers should communicate only through contact details displayed on the official ZOERAM website, order confirmation or another verified ZOERAM communication.

Customers should not send products, documents or payments to any address or person without receiving appropriate instructions through an official ZOERAM channel.

5. Information to Include

To help ZOERAM locate, verify and review a complaint, customers should provide:

Full name
Relevant order number, where applicable
Registered email address or phone number
Product name and variant, where applicable
Date of purchase or delivery, where applicable
Transaction reference, where relevant
Clear description of the complaint
Date on which the issue occurred or was noticed
Resolution requested by the customer
Relevant photographs, videos, screenshots or documents, where applicable
Previous support, return, refund, warranty or complaint reference, where available

Customers should provide accurate and complete information.

Submitting incomplete information may affect ZOERAM’s ability to locate the order, investigate the issue or provide an appropriate resolution.

6. Sensitive Information Warning

Customers must never include or disclose the following information in a complaint:

One-Time Passwords or OTPs
UPI PINs
Card PINs
CVV numbers
Internet-banking passwords
Account passwords
Complete credit or debit card details
Payment-account login credentials
Unnecessary confidential or sensitive personal information

ZOERAM does not require these credentials to investigate a standard complaint, cancellation, return, refund, warranty or payment issue.

Any person requesting such information while claiming to represent ZOERAM should be treated as suspicious and reported promptly to ZOERAM and the relevant bank or payment provider.

7. Complaint Acknowledgement

ZOERAM will acknowledge receipt of a consumer complaint within 48 hours from the time it is received through an official grievance channel.

An acknowledgement confirms that the complaint has been received. It does not automatically mean that:

The complaint has been approved
The customer’s requested resolution has been accepted
Return, refund, replacement or warranty eligibility has been confirmed
Responsibility has been determined
The investigation has been completed

Where available, the acknowledgement may include a complaint or support reference.

8. Resolution Timeframe

ZOERAM will seek to review and redress a consumer complaint within one month from the date of receipt.

The resolution process may depend on factors including:

The nature of the complaint
Completeness of the submitted information
Required customer verification
Product inspection or testing
Courier or delivery-provider records
Payment-provider confirmation
Manufacturer or service-centre assistance
Fraud or security review
Applicable store policies
Legal or regulatory requirements

Where additional information is reasonably required, customers should provide it promptly to support an effective review.

Nothing in this section restricts any shorter reporting period that may apply to a return, damaged-product report, incorrect-product complaint, cancellation request or another time-sensitive claim under the applicable ZOERAM policy.

9. Complaint Review Process

Depending on the issue, ZOERAM may review:

Order and account records
Payment and transaction status
Customer communications
Product details
Shipping and tracking information
Courier delivery records
Proof of delivery
Return or pickup records
Photographs, videos or supporting documents
Product inspection results
Manufacturer or service-provider findings
Website, chatbot or support records
Fraud, misuse or security indicators
Applicable policies and legal requirements

ZOERAM will aim to consider relevant information fairly and avoid making a final decision solely on irrelevant or unsupported assumptions.

10. Identity and Order Verification

ZOERAM may request reasonable non-sensitive information to:

Confirm the customer’s identity
Locate the relevant order
Prevent unauthorized access to customer information
Confirm that the complainant is connected to the transaction
Prevent fraudulent, duplicate or misleading complaints
Protect the customer, ZOERAM and payment or delivery systems

Verification may include confirming:

Full name
Order number
Registered email address
Registered phone number
Delivery information
Transaction reference
Product information
Other reasonably necessary non-sensitive details

Customers must not send OTPs, PINs, CVVs, passwords or complete payment credentials for verification.

11. Additional Information and Evidence

ZOERAM may request additional information reasonably necessary to understand or verify a complaint.

Depending on the issue, this may include:

Product photographs
Unboxing or issue videos
Packaging and shipping-label photographs
Transaction records
Bank or payment references
Courier communications
Warranty documents
Product model, batch or serial number
Screenshot of an error message
Description of troubleshooting steps
Other relevant non-sensitive records

Customers should hide or remove payment credentials and unrelated personal information before submitting documents or screenshots.

Providing evidence does not automatically establish eligibility or guarantee the requested resolution.

12. Product Inspection

Complaints involving a product defect, damage, warranty issue, missing component or performance concern may require inspection or verification by:

ZOERAM
A manufacturer
An importer or distributor
An authorized service centre
A courier or logistics provider
Another qualified service provider

Submitting a product for inspection does not automatically confirm that the complaint has been approved.

Customers should not send a product for inspection without receiving appropriate instructions.

13. Possible Resolutions

Where a complaint is verified and eligible, the available resolution may depend on the applicable policy, product condition, evidence, availability and law.

A resolution may include:

Providing information or clarification
Correcting customer or order information where possible
Order cancellation where eligible
Delivery or tracking assistance
Arranging another delivery attempt where applicable
Return or pickup assistance
Product inspection
Technical or troubleshooting support
Repair
Replacement of a component
Product replacement
Exchange
Full or partial refund
Correction of an account, payment or support record
Removal from marketing communications
Privacy or data-related assistance
Another suitable remedy

A customer may not automatically be entitled to select a particular resolution unless the applicable policy or law provides that right.

14. Returns, Replacements and Refund Complaints

Complaints relating to returns, replacements, exchanges or refunds will be reviewed according to the ZOERAM Return & Refund Policy.

The applicable policy may determine:

Reporting deadlines
Return eligibility
Product-condition requirements
Evidence requirements
Inspection procedures
Non-returnable classifications
Refund eligibility
Refund method
Available resolution

Submitting a grievance does not automatically extend or replace an applicable return or issue-reporting deadline.

Customers should therefore report time-sensitive product concerns within the period stated in the applicable Return & Refund Policy.

15. Payment Complaints

For a payment complaint, customers should provide:

Relevant order number
Registered contact details
Transaction reference
Payment date
Amount
Payment method
Clear description of the issue
Non-sensitive supporting payment record, where applicable

Customers must not provide OTPs, UPI PINs, card PINs, CVVs, passwords or complete card details.

Where the matter involves an unauthorized transaction, customers should also promptly contact the relevant bank, card issuer, UPI application, wallet or payment provider and follow its account-security and dispute process.

ZOERAM may review its own order and transaction records but does not determine the final decision of an independent bank or payment provider.

16. Delivery and Courier Complaints

For delivery-related complaints, ZOERAM may review:

Shipping status
Tracking information
Courier scans
Delivery attempts
Proof of delivery
Customer address and contact details
Return-to-origin status
Package-condition evidence
Courier-partner findings

ZOERAM may coordinate with the relevant courier or logistics provider where reasonably necessary.

Courier investigations and records may be considered as part of the complaint review, but they will not remove any responsibility that ZOERAM cannot lawfully exclude.

17. AI Chatbot Complaints

The ZOERAM AI chatbot may provide automated general assistance but may occasionally:

Misunderstand a question
Provide incomplete information
Provide an inaccurate response
Fail to identify an order-specific issue
Be unable to make a decision requiring manual verification

The chatbot does not make final decisions regarding:

Refunds
Payment disputes
Damaged-product claims
Warranty approval
Fraud investigations
Legal complaints
Other matters requiring manual review

Where a chatbot response conflicts with an officially published ZOERAM policy or written confirmation from an authorized ZOERAM representative, the published policy or authorized confirmation will apply, subject to applicable law.

Customers may submit a chatbot-related complaint to support@zoeram.com.

18. Privacy Complaints

Privacy-related complaints may include concerns regarding:

Personal-information collection or use
Account information
Marketing communications
Cookies or tracking technologies
Chatbot conversations
Unauthorized account access
Suspected personal-data incidents
Access, correction or applicable deletion requests
Withdrawal of consent
Other privacy rights or choices

Privacy complaints will be handled according to the ZOERAM Privacy Policy, Cookie Policy and applicable law.

ZOERAM may request reasonable identity verification before disclosing, changing or deleting personal information.

19. Complaint Status and Follow-Up

Customers may contact ZOERAM through the original complaint channel to request an available status update.

Customers should include:

Complaint or support reference, where available
Order number
Registered contact information
Brief description of the complaint

Customers should avoid submitting multiple separate complaints for the same unresolved matter unless reasonably necessary.

Duplicate submissions may be combined and reviewed as one complaint where appropriate.

20. Escalation to the Grievance Officer

If a customer believes that an initial customer-support response did not adequately address the complaint, the customer may request escalation to:

Grievance Officer: Rihan Raza
Designation: Grievance Officer – ZOERAM
Email: support@zoeram.com
WhatsApp/Contact Number: +91 9141051586

The escalation request should include:

Full name
Order number, where applicable
Registered contact information
Original complaint or support reference
Summary of the unresolved concern
Relevant previous communications
Reason the customer considers the previous response insufficient
Resolution requested

The Grievance Officer may review the available complaint records, applicable policies, evidence and prior support response.

21. Complaints Submitted by Another Person

Where a complaint is submitted by someone other than the customer, ZOERAM may request reasonable proof that the person is authorized to act for the customer.

This may apply where the complaint is submitted by:

A family member
A parent or guardian
A legal representative
A nominee
Another authorized person

ZOERAM may limit the information disclosed until appropriate authority and identity are reasonably verified.

22. Complaints Concerning Minors

Individuals under the age of 18 should generally use the ZOERAM website and place orders only with the involvement, authorization or supervision of a parent or lawful guardian.

A parent or guardian may contact ZOERAM regarding an order, account, privacy issue or complaint involving a minor.

ZOERAM may request reasonable verification before discussing customer or account information.

23. Respectful Communication

Customers and ZOERAM representatives should communicate respectfully throughout the complaint-resolution process.

ZOERAM may reasonably restrict or manage communications involving:

Threats of violence
Harassment
Hate speech
Abusive or obscene language
Repeated irrelevant messages
Deliberate interference with support operations
Unlawful conduct
Attempts to obtain another customer’s information

Reasonable communication restrictions will not remove a customer’s statutory right to raise a genuine complaint or use a lawful grievance mechanism.

24. Fraudulent, False or Abusive Complaints

ZOERAM may investigate, restrict or reject a complaint involving suspected:

Fraud
False statements
Altered or falsified records
Misleading photographs or videos
Product substitution
Duplicate refund or replacement claims
Deliberate product damage
Payment or chargeback abuse
Impersonation
Misuse of returns, refunds, warranties or promotions
Other unlawful or deceptive conduct

ZOERAM may take reasonable action permitted by law, including restricting an account, cancelling an associated request or providing relevant information to an authorized service provider, payment provider or lawful authority.

This section does not affect genuine complaints made honestly and in good faith.

25. Complaint Decisions

Where reasonably possible, ZOERAM will communicate the result of a complaint review through an available official communication channel.

The response may include:

The outcome of the review
The applicable policy
Available resolution
Further information required
Reason the request could not be approved
Relevant next steps
Available escalation information

A complaint may be rejected where:

The issue cannot reasonably be verified
Required information is not provided
The request falls outside the applicable policy
The product or transaction cannot be matched to the customer
Evidence indicates misuse, external damage or another applicable exclusion
False, fraudulent or misleading information was submitted
The requested resolution is unavailable under the applicable policy or law
Another valid reason applies under the relevant terms

Rejection of an internal complaint does not remove any statutory right or external remedy available under applicable law.

26. Complaint Records and Privacy

ZOERAM may retain complaint-related information where reasonably necessary for:

Customer support
Complaint investigation
Order fulfilment
Returns, refunds or warranty processing
Payment reconciliation
Fraud prevention
Security
Quality improvement
Dispute resolution
Accounting or taxation
Legal and regulatory compliance
Establishing, exercising or defending legal claims

Complaint information will be handled according to the ZOERAM Privacy Policy and applicable law.

Information may be shared where reasonably necessary with relevant:

Payment providers
Courier or logistics providers
Manufacturers
Service centres
Technology or customer-support providers
Fraud-prevention services
Professional advisers
Regulators or lawful authorities

ZOERAM does not sell or rent customer personal information for monetary consideration.

27. No Retaliation for Genuine Complaints

ZOERAM will not penalize a customer merely for raising a genuine complaint, requesting assistance or exercising a lawful consumer right in good faith.

This does not prevent ZOERAM from taking reasonable action regarding:

Fraudulent complaints
Abusive conduct
Unlawful activity
Security threats
Deliberate misuse of store policies
Violations of applicable terms or law

28. External Consumer Remedies

Customers are encouraged to contact ZOERAM first so that the matter can be reviewed and an appropriate resolution attempted.

However, using ZOERAM’s internal grievance process is not intended to restrict a customer from approaching a legally available:

National Consumer Helpline
Consumer commission
Court
Regulator
Payment-dispute mechanism
Government authority
Statutory grievance mechanism
Other competent forum

Any external complaint or proceeding will be governed by the relevant authority’s jurisdiction, procedure and applicable law.

29. Applicable Law and Consumer Rights

This Grievance Redressal Policy is governed by the applicable laws of India.

Nothing in this policy is intended to exclude, limit or restrict:

Statutory consumer rights
Rights regarding defective or unsafe products
Rights regarding materially misdescribed products
Rights relating to unauthorized transactions
Rights concerning unfair trade practices
Product-liability rights
Privacy or data-protection rights
Rights to approach an appropriate consumer forum or authority
Any responsibility or remedy that cannot lawfully be excluded

Where a provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.

30. Changes to This Policy

ZOERAM may update this Grievance Redressal Policy to reflect changes in:

Business operations
Products or services
Customer-support processes
Grievance-handling procedures
Store policies
Technology or security requirements
Service providers
Legal or regulatory requirements

The revised policy will be posted with an updated “Last Updated” date.

Changes will apply from the stated effective date and will not ordinarily remove rights already accrued under an accepted order or existing complaint, except where required by applicable law.

31. Contact Us

For complaints, escalations or questions regarding this policy, please contact:

When contacting ZOERAM, please include your order number where applicable, registered contact information and a clear description of your complaint.

Never include passwords, OTPs, UPI PINs, card PINs, CVVs, internet-banking passwords or complete payment-card details.