Grievance Redressal Policy

1. Grievance Redressal Overview

PGC Namkeen (operated under PGC Company) is dedicated to maintaining high standards of customer satisfaction and transparency. In compliance with the Consumer Protection (E-Commerce) Rules, 2020, and applicable Indian regulations, we have established this Grievance Redressal Mechanism to address any customer concerns regarding order fulfillment, payment processing, product quality, or service deficiencies in a prompt and structured manner.

2. How to File a Formal Grievance

If your issue has not been resolved through regular customer support channels (Contact Us page), you may lodge a formal complaint through any of the following verified channels:

• Email Grievance: Send a detailed email to sales@pgcnamkeen.com with the subject line "FORMAL GRIEVANCE - [Order ID / Phone Number]".
• Postal / Written Complaint: Send written correspondence to our physical business address: PGC Company, Ward No. 05, Colony Hafasar, Lunkaransar, Bikaner, Rajasthan - 334603, India.
• Phone / WhatsApp Assistance: Call +91 73397 63669 or WhatsApp +91 83063 01692 during business hours (Monday – Saturday: 9:00 AM – 7:00 PM IST).

3. Information Required for Complaint Processing

To ensure swift investigation and resolution, please provide the following information when submitting your grievance:

• Full Name and Contact Phone Number used during purchase.
• Order ID and Invoice Number (if applicable).
• Detailed summary of the grievance or complaint.
• For food product quality, transit damage, or missing item issues: Clear unboxing photos or videos showing the outer box, shipping label, and internal package seal.
• Any previous communication ticket reference or reference numbers.

4. Acknowledgement & Resolution Timelines

• Acknowledgement: Every formal grievance received will be acknowledged within 48 hours with a unique ticket reference number.
• Investigation & Resolution: We endeavor to investigate and resolve all complaints within 1 to 7 business days from receipt of full information.
• Complex Matters: If a grievance requires external batch laboratory testing or courier freight investigation, you will be notified of the progress with expected completion updates.

5. Grievance & Nodal Contact Details

The details of our customer care and grievance escalation desk are as follows: