Introduction
Welcome to KHAVYN Fashion Private Limited ("KHAVYN", "we", "our", "us"). At KHAVYN, customer satisfaction is our priority. We are committed to providing premium-quality products and responsive customer service. This Consumer Complaint Policy explains how customers can raise complaints and how KHAVYN will handle them in a fair, transparent, and timely manner. By purchasing products from www.khavyn.com or an authorized KHAVYN retail store, you agree to this Policy.
1. Purpose
This Policy is intended to: • Provide customers with a clear complaint resolution process. • Ensure complaints are handled promptly and fairly. • Improve our products and services through customer feedback. • Comply with applicable consumer protection and e-commerce laws.
2. Complaints Covered
Customers may submit complaints relating to, including but not limited to: • Incorrect or damaged products. • Manufacturing defects. • Missing items in an order. • Delivery delays. • Payment-related concerns. • Refund or exchange requests. • Website or checkout issues. • Customer service experience. • Product quality concerns. • Billing or invoice issues. • Any other issue relating to KHAVYN products or services.
3. How to Submit a Complaint
To help us resolve your complaint efficiently, please provide: • Full Name. • Order Number or Invoice Number (if applicable). • Registered Mobile Number. • Email Address. • Description of the issue. • Photographs or videos, where relevant. • Any other supporting documents. Complaints may be submitted through: Email: complaint.khavyn@gmail.com Customer Care: +91-9373205258 Website: www.khavyn.com
4. Complaint Registration
After receiving your complaint, KHAVYN will make reasonable efforts to: • Acknowledge receipt within 48 business hours. • Assign a reference number or otherwise identify the complaint for tracking. • Request any additional information, if necessary.
5. Investigation Process
Each complaint is reviewed individually. Depending on the nature of the complaint, KHAVYN may: • Verify order and payment records. • Review photographs or videos submitted by the customer. • Inspect returned products. • Consult logistics or courier partners. • Review quality control records. • Contact the customer for clarification or additional information. Customers are expected to cooperate during the investigation.
6. Resolution Timeline
Our target service timelines are: • Complaint Acknowledgement: Within 48 business hours. • Initial Review: Within 5 business days. • Final Resolution: Generally within 15 business days. Complex cases involving courier investigations, payment verification, or third-party reviews may require additional time. If so, customers will be informed of the revised timeline.
7. Possible Resolutions
Depending on the outcome of the investigation, KHAVYN may, where appropriate: • Replace the product. • Repair the product (where feasible). • Approve an exchange. • Process a refund in accordance with our Return & Refund Policy. • Offer store credit, where appropriate. • Provide clarification or guidance. • Decline the complaint where it is found to be inconsistent with our published policies or unsupported by the available evidence.
8. Customer Responsibilities
Customers are requested to: • Provide accurate and complete information. • Preserve invoices and proof of purchase. • Report issues promptly after delivery or purchase. • Follow product care instructions. • Cooperate during the investigation process. • Avoid altering or repairing products before inspection if the complaint relates to a manufacturing defect.
9. Fraudulent or Misleading Complaints
KHAVYN reserves the right to reject complaints that are found to be: • False or misleading. • Fraudulent. • Based on altered or substituted products. • Submitted with forged documents or fabricated evidence. • Intended to misuse company policies. Where fraud or unlawful conduct is suspected, KHAVYN reserves the right to take appropriate legal or administrative action.
10. Relationship with Other Policies
This Consumer Complaint Policy should be read together with our: • Privacy Policy • Terms & Conditions • Shipping & Delivery Policy • Cancellation Policy • Exchange Policy • Return & Refund Policy • Payment Policy • Warranty & Product Care Policy • Grievance Redressal Policy Where there is any inconsistency, the policy specifically applicable to the issue will govern.
11. Changes to this Policy
KHAVYN may amend or update this Consumer Complaint Policy at any time without prior notice. The latest version will always be available on www.khavyn.com and will become effective from the date of publication.
12. Contact Us
For complaints or assistance, please contact: Consumer Care KHAVYN Fashion Private Limited Customer Care: +91-9373205258 Email: complaint.khavyn@gmail.com Website: www.khavyn.com Registered Office: Sr. No. 80/16, Kavita Apartment, Samarth Nagar, New Sangavi, Pune – 411027, Maharashtra, India Business Hours: Monday to Saturday: 10:00 AM – 6:00 PM (IST) Closed on Sundays and Public Holidays. By using www.khavyn.com or purchasing products from KHAVYN, you acknowledge that you have read, understood, and agreed to this Consumer Complaint Policy.
KHAVYN FASHION PRIVATE LIMITED
GSTIN: 27AAMCK8767F1ZW • Registered Office: Samarth Nagar, New Sangavi, Pune – 411027, Maharashtra
For questions regarding this policy, email legal@khavyn.com