Grievance Redressal Policy

1. Issues covered

Complaints may concern product information, account access, service quality, fulfilment, cancellation, return, refund, payment status, duplicate debit, unauthorized activity, privacy, accessibility or conduct of support personnel.

2. How to complain

Email contact@dkincglobal.com using “India Grievance” or “United States Grievance” as the subject. Include your name, contact details, portal, order or transaction reference, date, issue, requested resolution and relevant supporting material. Never disclose OTPs, UPI PINs, card PINs, CVVs or passwords. The general website contact form is not the grievance channel.

3. Acknowledgment and resolution

• We acknowledge receipt within 48 hours and provide a case reference.
• We aim to resolve straightforward matters sooner and redress consumer complaints within one month from receipt.
• If information from the customer, bank, payment provider, courier or another external party is required, we explain the dependency and provide progress updates.
• The final response explains the outcome, any refund, replacement or correction, and available escalation.

4. Payment disputes

For a failed or pending payment, first confirm the transaction status with us and the payment app/bank. PhonePe customers can also use the relevant transaction support route. If unresolved, a customer may approach their bank or NPCI to raise an eligible dispute or chargeback. We will cooperate with authorized requests and provide order and fulfilment evidence.

5. Escalation

If dissatisfied, reply to the case email asking the appropriate regional grievance contact to review the outcome. Consumers may also contact the Government of India's National Consumer Helpline at consumerhelpline.gov.in or 1915, approach the appropriate Consumer Commission through the Government's e-Jagriti portal, or use another competent regulator or court. Payment-provider or RBI escalation applies to complaints within that provider's regulated responsibility.

6. No retaliation and records

We do not deny service or retaliate merely because a customer raises a good-faith complaint. We retain complaint records for accountability, legal compliance, trend analysis and prevention of repeated issues, subject to our Privacy Policy.