MSJ HOME APPLIANCES OPC PRIVATE LIMITED is committed to addressing customer complaints and concerns in a fair, transparent, and timely manner.
This Grievance Redressal Policy establishes a procedure for customers, prospective customers, and authorized direct sellers to raise concerns regarding products, orders, payments, deliveries, returns, refunds, warranties, distributor registration, business practices, and other company-related matters.
The company aims to handle grievances in accordance with applicable Indian laws and its published policies.
This policy applies to grievances relating to:
Product quality, specifications, and product information.
Product pricing, invoices, and payment transactions.
Order processing, shipping, and delivery.
Product returns, cancellations, refunds, and warranty claims.
Distributor registration and account-related issues.
Misleading advertisements or unauthorized representations.
Compensation Plan enquiries and eligible commission-related disputes.
Privacy concerns and the handling of personal information.
Other complaints concerning the company's products, services, or business practices.
The company has designated a Grievance Officer to receive and coordinate the handling of complaints.
Company Name: MSJ HOME APPLIANCES OPC PRIVATE LIMITED
Grievance Officer: K. Ashwini
Registered Office Address:
House Number 194, Sangambanda, Makthal,
PIN Code 509208, Telangana, India.
Contact Number: 9550767520
Official Email Address:
msjhomeappliancesopcpvtltd@gmail.com
The company will maintain accurate and accessible grievance contact details on its official website.
Customers and direct sellers may submit a complaint through the company's official email address, contact number, or other authorized complaint channel.
To help the company investigate the matter, the complainant should provide, where applicable:
Full name and contact information.
Order number, invoice number, or Distributor ID.
Product name and relevant details.
Payment transaction reference, if applicable.
A clear description of the issue.
Relevant receipts, photographs, or supporting documents.
The resolution requested.
Complainants should not include passwords, OTPs, UPI PINs, card PINs, or other confidential authentication credentials in their complaints.
Upon receiving a complaint, the company will record the relevant details and provide an acknowledgement in accordance with applicable legal requirements.
Where a complaint reference or tracking number is available, it will be communicated to the complainant for future follow-up.
Under applicable Indian direct selling rules, consumer complaints must be acknowledged within 48 working hours of receipt. The company will follow the applicable statutory requirements for acknowledgement and complaint handling.
The company will review the complaint, verify relevant records, and determine the appropriate course of action.
Where additional information is required, the company may contact the complainant for clarification or supporting documents.
The company will make reasonable efforts to resolve complaints fairly and promptly, in accordance with applicable law and the relevant company policies.
Under applicable Indian direct selling rules, consumer grievances are ordinarily required to be redressed within one month from the date of receipt. The company will follow the applicable legal requirements and communicate relevant updates where necessary.
Where a complaint tracking facility is available, complainants may use the assigned reference number to request an update.
Depending on the circumstances, the complaint status may include:
Complaint received.
Complaint registered.
Under review or investigation.
Additional information required.
Resolution communicated.
Complaint closed.
If an automated tracking facility is not available, complainants may request a status update through the company's official contact channels.
If a complainant is dissatisfied with the response or resolution, the matter may be escalated to the Grievance Officer using the official contact details provided in this policy.
The company will review escalated complaints in accordance with applicable law and its internal grievance procedures.
Customers may also approach the appropriate consumer protection authority, consumer commission, or other competent forum where permitted by law.
Nothing in this policy restricts a person's statutory rights or legal remedies.
Complaints involving product returns, cancellations, refunds, replacement requests, or warranty claims will be handled in accordance with the applicable company policies and relevant legal requirements.
The company will communicate the available resolution based on the circumstances of the complaint and the customer's rights under applicable law.
The company will handle complaint-related personal information in accordance with its Privacy Policy and applicable data protection laws.
Complaint records will be accessed only as reasonably necessary for investigation, resolution, business administration, or legal compliance.
Complainants should avoid sharing unnecessary sensitive personal or financial information.
The company aims to treat all complainants respectfully and without unfair discrimination.
Submitting a genuine complaint will not, by itself, be a reason to deny a customer any right or remedy available under applicable law.
The company will seek to address concerns professionally and maintain appropriate records of complaints and their outcomes.
The company will maintain appropriate records of complaints, acknowledgements, investigations, communications, and resolutions in accordance with applicable legal requirements and its record-retention procedures.
Such records may be used for compliance reviews, dispute resolution, service improvement, and other lawful purposes.
The company may update this Grievance Redressal Policy when necessary to reflect changes in business procedures or applicable legal requirements.
The latest version will be published on the company's official website with the revised date.
This policy is subject to applicable Indian laws and regulations, including relevant consumer protection and direct selling requirements.
If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
MSJ HOME APPLIANCES OPC PRIVATE LIMITED
Fair Treatment • Transparent Process • Timely Resolution • Customer Trust
