Grievance Redressals

Samatva strongly believes in professional marketing and ethical practices and provides several options for Distributors or customers to address their grievance, resolve their conflicts or provide feedback and suggestions to the Samatva management. Here are some mechanisms listed below

• As a registered distributor, the user can directly raise a support ticket from within his dashboard to raise a service request as well as address any grievances. Any support request raised with the option “Grievance Redressal” will be redirected to the Grievance redressal team and reverted within 48 hours.

• For non-registered customers, there is an option in the “Contact Us” page of the website to share their suggestions, grievance, and concerns by filling out the details in the contact form.

• By selecting the Buy-Back option within 30 days from the date of invoice, the distributor/customer will be refunded the purchase amount upon returning the product (upon approval from support team). Read the “Returns Policy” page for more details.

• If the concerns have not been resolved by all the above mechanisms, the distributor/customer can directly appeal the matter by writing to the grievance officer with the following details:

• o Reason for the escalation
• o Service Ticket number

The grievance officer communication details (email-ID) is shared on the “Contact Us” page of the website.

The Grievance Officer is personally responsible to handle all escalated grievances. Any requests raised here will be responded within 48 hours and the issue will be tried to be resolved within 30 days from the date of request raised. Any whistleblower can share information secretly to the Grievance Officer and their identity will be protected.

Samatva encourages all Distributors to always adopt a strictly professional attitude by complying with Samatva’s Principles and Practices and Code of Ethics and strongly advice to report immediately if any unethical, dishonest behavior is suspected.