1. Purpose of the Policy

This Grievance Redressal Policy outlines the process for addressing and resolving customer concerns, complaints, and issues arising from the use of www.guuglywuugly.com.

This policy is designed in line with the Consumer Protection (E-Commerce) Rules, 2020, and applicable Indian laws.

2. Scope

This policy applies to:

• Orders placed on our website
  

• Packaging and delivery issues
  

• Returns, refunds, and exchanges
  

• Payment, billing, or transaction errors
  

• Wrong, damaged, or defective items
  

• Account access or technical issues
  

• Privacy or data-related complaints
  

• Any other customer grievance related to Guugly Wuugly products and services
  

3. How to Raise a Complaint

Customers may raise complaints through any of the following methods:

a) Official Return/Exchange Portal (Recommended)

For order-related issues, including returns/exchanges/defects/wrong items/missing items:

https://guuglywuugly.ecoreturns.ai/apps/ecoreturnsai/ 

b) Email Support

Email your complaint to:

care@guuglywuugly.in

c) Customer Support Call

Call us at:

📞 +91 6306559193

4. Grievance Officer Details

As required under the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer details are:

Grievance Officer:

Mr. Kumar Shivam

📧 Email: care@guuglywuugly.in

📞 Phone: +91 6306559193

📍 Address: 1/822 Ratan Khand, Sharda Nagar, Ashiyana, Lucknow 226012

5. Acknowledgement & Resolution Timelines

• All complaints will be acknowledged within 48 hours
  

• A tracking/complaint reference ID may be provided
  

• Issues will be resolved as quickly as possible, ideally within 7 business days, subject to the nature of the complaint
  

• For complex cases requiring longer resolution, you will be informed proactively
  

6. Investigation & Resolution

Upon receiving a grievance:

• The Grievance Officer will review the complaint
  

• Relevant internal teams (operations, logistics, payments, etc.) will be involved
  

• Additional information may be requested if needed
  

• Final resolution will be communicated clearly via email/SMS/phone
  

7. Escalation

If you are dissatisfied with the initial resolution:

• You may request an escalation
  

• Escalations will be reviewed directly by senior management
  

• The final decision will be communicated within a reasonable timeframe
  

8. Confidentiality

All grievances and associated customer information are handled in accordance with our Privacy Policy and the Digital Personal Data Protection Act, 2023.

9. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of India.

Courts in Lucknow, Uttar Pradesh shall have exclusive jurisdiction over disputes.