Grievance Redressal Policy

01Purpose

Zaplix is committed to a fair and accessible grievance process for orders, products, warranty, privacy, website use and other customer concerns.

02How to submit a grievance

A customer may submit a grievance through:

• Email: support@zaplixworld.com;
• Phone: +91-8792278383; or
• Post: No. 11, 8th Cross, Sudhamanagar, Bangalore - 560027, Karnataka, India.

Please provide the order number, registered email / mobile number, product name / serial number where applicable, a clear description of the concern and supporting documents or images reasonably relevant to the complaint.

03Grievance Officer

Grievance Officer: Guruprasad S

Designation: Grievance Officer

Email: support@zaplixworld.com

Phone: +91-8792278383

Postal address: No. 11, 8th Cross, Sudhamanagar, Bangalore - 560027, Karnataka, India

04Acknowledgement and resolution

Zaplix aims to acknowledge a consumer complaint within 48 hours of receipt and to redress the complaint within one month from the date of receipt, in accordance with applicable e-commerce requirements. If a complex matter requires more time, we will communicate the status and reason for delay where appropriate.

05Complaint tracking

Where the complaint system supports ticketing, Zaplix will provide a complaint / ticket reference that can be used to track the matter. Customers should quote the reference in subsequent correspondence.

06Investigation

Zaplix may request reasonable evidence, inspect the product, verify transaction or serial-number records, consult the logistics / payment partner, or contact the authorized seller to investigate the complaint.

07Escalation

If the customer is dissatisfied with the initial support response, the customer may request escalation to the Grievance Officer using the details above and should include the original ticket / order number.

08Privacy grievances

A privacy grievance may also be sent to support@zaplixworld.com. Privacy requests and complaints will be handled in accordance with the Privacy Policy and the data-protection law in force at the relevant time.

09External remedies

This internal grievance process does not prevent a customer from using the National Consumer Helpline, approaching a Consumer Commission, Data Protection Board (where applicable), court, regulator or other competent authority where the customer has that right under law.

10Good-faith complaints

Zaplix will not retaliate against a customer for raising a genuine complaint. Fraudulent, abusive, threatening or deliberately false complaints may be managed proportionately to protect staff and systems, without limiting legitimate legal rights.