Grievance & Customer Support Policy

1. Business and Grievance Contact

2. Issues You Can Raise

Customers may contact us about product information, order confirmation, payments, failed or duplicate transactions, dispatch and delivery, damaged or incorrect products, returns, refunds, cancellations, product-specific warranty coverage, customised products, privacy concerns or other matters relating to the website and orders.

Please use the same email address or phone number associated with your order where possible. This helps us locate the transaction and verify that the request relates to the correct customer.

3. How to Submit a Complaint

Email support@nextgeninventors.com or call 9315176913. For an email complaint, use a clear subject such as "Customer Complaint — Order Number" and describe the issue, the date it occurred and the resolution you are seeking.

Include the order number, product name, purchase or delivery date, relevant transaction reference and a concise description of what happened. Attach relevant photographs, video, delivery packaging images or payment confirmation where these help explain the issue.

Do not include passwords, OTPs, banking PINs, CVVs or full payment-card credentials. We may request limited additional information reasonably needed to verify the order or investigate the complaint.

4. Acknowledgement and Resolution Timelines

Under the Consumer Protection (E-Commerce) Rules, 2020, an e-commerce entity is required to acknowledge receipt of a consumer complaint within 48 hours and redress the complaint within one month from the date of receipt. We will aim to acknowledge complaints within this timeframe and work toward a resolution within the applicable period.

The time needed to investigate a particular issue may depend on the information available, courier or payment-provider records, product inspection or supplier input. If more information is needed, we may contact the customer. Requests for further information do not remove the applicable legal obligations.

We will communicate the outcome or next steps using the contact details supplied with the complaint. Where a complaint is not resolved to the customer's satisfaction, the customer may consider other remedies available under applicable law.

5. How We Review Complaints

We will review the complaint and available order records, identify the type of issue and determine whether it relates to payment, delivery, product condition, product description, warranty, cancellation, refund or another matter.

Where appropriate, we may check payment-provider records, courier tracking, product listing details, photographs or video, warranty terms, or information from a relevant supplier. We may ask the customer for clarification or evidence reasonably required to reach a fair decision.

Depending on the facts and applicable policy or law, possible outcomes may include an explanation, correction of order information, assistance with a payment query, delivery investigation, approved cancellation, replacement, repair, refund or another appropriate remedy.

6. Relationship with Other Website Policies

Payment and pricing issues are addressed under the Payment & Pricing Terms. Shipping concerns are addressed under the Shipping & Delivery Policy. Returns and refunds are addressed under the Return & Refund Policy. Cancellation requests are addressed under the Cancellation Policy. Warranty claims are addressed under the Warranty Policy.

These policies should be read together. If any policy wording conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.

7. Escalation and External Consumer Assistance

If a customer believes the issue remains unresolved, they may write to the Grievance Officer using the contact details above and include the previous correspondence and order reference.

Customers in India may also seek assistance through the National Consumer Helpline at consumerhelpline.gov.in or by calling 1915, subject to the helpline's current operating arrangements. A customer may also approach a competent consumer commission or other authority where permitted by applicable law.

Nothing in this policy prevents a customer from exercising a statutory right, filing a complaint with a competent authority or seeking a remedy available under law.

8. Privacy and Complaint Records

We use complaint details to verify the transaction, investigate the concern, communicate with the customer and maintain appropriate business or legal records. Please share only information relevant to the complaint.

Complaint records may be retained for a reasonable period where needed for customer service, transaction records, dispute resolution, fraud prevention or compliance with legal obligations, consistent with our Privacy Policy and applicable law.

9. Applicable Law

This policy is intended to operate consistently with applicable Indian law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, as amended or replaced from time to time. It does not create or remove any right beyond what is permitted by applicable law.