Grievance Redressal Policy

Grievance Redressal Policy

This grievance redressal policy (the “Policy”) sets out UYOU Private Limited’s (the “Company,” “we,” “us,” or “our”) approach to addressing grievances raised by customers purchasing products and services from our website [https://www.uyou.com/] (the “Website”).

This Policy is an electronic record in terms of the Information Technology Act, 2000 and applicable rules thereunder. This electronic record is generated by a computer system and does not require any physical or digital signatures.

Details of the Company

  • Legal Entity: UYOU Private Limited

  • Corporate Address: Office No. 501/502/503/504/505(A), 5th Floor, Verdant 84, Plot 1, Lane Z, Koregaon Park Annexe, Mundhwa, Pune, Maharashtra – 411036

  • Website: https://www.uyou.com/

  • Email: care@uyou.com

  • Phone: +91 9356103736

Objective and Scope

This Policy applies to grievances raised in connection with the purchase of goods and services through our Website.
It aims to:

  • Provide a clear and effective mechanism for handling complaints

  • Ensure customers are treated fairly and courteously

  • Address grievances promptly within defined timelines

What Constitutes a Grievance

For the purpose of this Policy, a “grievance” refers to any written or verbal communication expressing dissatisfaction with any product or service offered on the Website and requesting remedial action.

This does not include:

  • Incomplete or vague queries

  • General suggestions or feedback

  • Requests for information or clarification

Submission and Handling of Grievances

Customers may raise complaints or concerns through the following channels:

Process:

  • An acknowledgment will be sent within 48 hours, including a Ticket ID for tracking.

  • All grievances will be resolved within 15 working days of receipt.

  • Customers may be contacted via email or phone during the resolution process.

If the grievance is not resolved to the customer’s satisfaction, or requires escalation, the matter may be referred to our designated officers listed below:

Escalation Contacts

Grievance Officer (as per Consumer Protection E-Commerce Rules, 2020):

  • Name: Abhilasha Panwar

  • Designation: Customer Experience Manager

  • Email: grievance@uyou.com

Nodal Officer (under Consumer Protection Act):

  • Name: Akshay Deshmukh

  • Designation: Nodal Officer

  • Email: akshay.deshmukh@uyou.com

  • Phone: +91 9356103736

  • Office Address: Office No. 501/502/503/504/505(A), 5th Floor, Verdant 84, Plot 1, Lane Z, Koregaon Park Annexe, Mundhwa, Pune – 411036, Maharashtra, India

  • Working Hours: 10 AM – 7 PM (Monday to Saturday)

Closure of Complaints

A grievance shall be treated as resolved and closed under the following circumstances:

  1. The customer has communicated acceptance of the proposed resolution.

  2. The customer fails to respond to the Company’s communication within 7 days.

  3. The Company has provided a resolution and no further communication is received from the customer within the stipulated time.

Other Terms

  • This Policy must be read together with our Shipping & Delivery Policy, Lifetime Warranty Policy, Return & Exchange Policy, Buy-Back Policy, Payment Policy, and any other applicable policies on our Website.

  • By using the Website or placing an order, customers agree to the terms outlined herein.

  • The Company may update this Policy from time to time at its sole discretion. Updates will be posted on the Website. Customers are advised to review this Policy periodically.

Changes are effective as and when posted on the Website.