Grievance Redressal Policy

Effective Date: 28 September 2026

At WELLWINNUTRACEUTICALS INTERNATIONAL PRIVATE LIMITED (“Wellwin”, “we”, “us”, or “our”), we are committed to treating customers, distributors, associates, and other stakeholders fairly and respectfully.

We provide this Grievance Redressal Policy to establish a clear process for submitting, reviewing, and resolving concerns relating to our products, orders, services, Website, payments, deliveries, returns, refunds, distributor activities, and other Company-related matters.

Website: https://wellwin.biz/
Email: admin@wellwin.biz
Working Hours: Monday to Friday, 10:00 AM to 5:00 PM IST

1. Objective

The objectives of this policy are to:

  • Provide a clear channel for submitting grievances.
  • Ensure grievances are received and reviewed appropriately.
  • Promote fair and transparent handling of customer and stakeholder concerns.
  • Provide reasonable communication regarding the status of a grievance.
  • Support timely resolution wherever reasonably possible.
  • Identify recurring issues and improve our products, services, and processes.

2. Scope

This policy applies to grievances raised by:

  • Customers.
  • Distributors.
  • Associates.
  • Business partners.
  • Other persons interacting with Wellwin in relation to its products, services, Website, or business operations.

3. Types of Grievances

A grievance may relate to, among other matters:

Customer and Product Issues

  • Product quality concerns.
  • Damaged products.
  • Incorrect products.
  • Missing products.
  • Product-related complaints.
  • Packaging concerns.

Orders and Delivery

  • Order-processing issues.
  • Delivery delays.
  • Incorrect delivery.
  • Undelivered or returned packages.
  • Shipping-related concerns.

Payments

  • Payment failures.
  • Duplicate payments.
  • Amount debited without order confirmation.
  • Refund-related concerns.
  • Incorrect payment amounts.
  • Other transaction-related issues.

Returns and Refunds

  • Cancellation requests.
  • Return-related concerns.
  • Replacement issues.
  • Exchange requests.
  • Refund delays or disputes.

Distributor and Associate Concerns

  • Misrepresentation.
  • Unauthorised claims.
  • Misleading product or income claims.
  • Unethical business practices.
  • Conduct-related complaints.
  • Unauthorised use of Wellwin branding or promotional material.

Privacy and Information

  • Concerns regarding personal information.
  • Suspected misuse of personal information.
  • Unauthorised disclosure of information.
  • Privacy-related concerns.

4. Before Raising a Grievance

Where appropriate, customers are encouraged to first contact the relevant support channel for routine matters.

For example:

  • Order issues → provide the order number.
  • Payment issues → provide the transaction reference.
  • Delivery issues → provide the tracking information.
  • Refund issues → provide the original order details.
  • Product complaints → provide product and batch information where available.

If the issue remains unresolved or requires formal review, the matter may be submitted as a grievance.

5. How to Submit a Grievance

Grievances should preferably be submitted in writing through:

Email: admin@wellwin.biz

Website: https://wellwin.biz/

Where a dedicated grievance form or contact mechanism is made available on the Website, customers may use that mechanism.

A grievance should contain sufficient information to enable Wellwin to understand and investigate the matter.

6. Information to Include

To help us investigate the matter efficiently, please provide, where applicable:

  • Full name.
  • Contact number.
  • Email address.
  • Customer/distributor/associate ID, if applicable.
  • Order number.
  • Invoice number.
  • Transaction reference.
  • Product name.
  • Delivery details.
  • Date of the incident.
  • Description of the grievance.
  • Supporting photographs or documents.
  • Previous communication relating to the matter, if any.
  • Expected resolution, where appropriate.

Please do not send passwords, OTPs, UPI PINs, card PINs, or other confidential authentication credentials.

7. Acknowledgment

Wellwin will make reasonable efforts to acknowledge a properly submitted grievance within 48 hours, subject to the availability of sufficient information and operational circumstances.

The acknowledgment may include:

  • Confirmation that the grievance has been received.
  • Reference or complaint number, where applicable.
  • Request for additional information, if required.
  • Information regarding the next stage of review.

8. Grievance Review and Investigation

After receiving a grievance, Wellwin may review the relevant information and assign the matter to the appropriate internal team or responsible person.

Depending on the nature of the grievance, the review may include:

  • Order records.
  • Payment records.
  • Delivery information.
  • Product information.
  • Customer communications.
  • Distributor or associate records.
  • Supporting documents.
  • Other relevant information.

Wellwin may request additional information or clarification from the complainant where necessary.

9. Resolution Timeline

Wellwin aims to resolve grievances within 7–15 business days from receipt of the required information.

Some matters may require additional time because of:

  • Third-party investigations.
  • Payment gateway verification.
  • Courier investigations.
  • Product inspection.
  • Complex transaction history.
  • Multiple parties being involved.
  • Regulatory or legal requirements.
  • Other circumstances requiring additional review.

Where additional time is reasonably required, Wellwin may provide an appropriate update.

10. Resolution Communication

After reviewing a grievance, Wellwin may communicate the outcome to the complainant through the available contact channel.

Depending on the circumstances, the resolution may include:

  • Clarification.
  • Corrective action.
  • Replacement.
  • Refund.
  • Account or order correction.
  • Additional investigation.
  • Appropriate action against a distributor or associate.
  • Explanation of why the requested remedy cannot be provided.
  • Other appropriate action consistent with Company policy and applicable law.

11. Product-Related Grievances

For product complaints, Wellwin may request:

  • Product name.
  • Batch or lot number, where available.
  • Invoice/order number.
  • Photographs.
  • Packaging information.
  • Description of the issue.
  • Other information reasonably required for investigation.

Customers should retain the product and packaging until the complaint has been reviewed, unless instructed otherwise.

12. Payment-Related Grievances

For payment complaints, customers should provide:

  • Order number.
  • Transaction ID/reference.
  • Payment date.
  • Payment amount.
  • Payment method.
  • Relevant payment confirmation.

Wellwin may coordinate with the applicable payment gateway, bank, UPI provider, or other payment service provider where necessary.

Payment-related matters are also subject to the Payment Policy and Cancellation, Return & Refund Policy.

13. Distributor and Associate Grievances

Complaints concerning distributors or associates may include allegations of:

  • False product claims.
  • Misleading income claims.
  • Unauthorised representations.
  • Unethical sales practices.
  • Harassment or misconduct.
  • Misuse of Company branding.
  • Unauthorised promotional activity.
  • Other violations of Wellwin policies.

Wellwin may review such complaints and take appropriate action in accordance with applicable Company policies, agreements, and law.

Possible actions may include:

  • Clarification.
  • Warning.
  • Corrective instruction.
  • Suspension.
  • Restriction of business activities.
  • Termination of the relevant association.
  • Other appropriate action.

The specific action will depend on the circumstances and applicable requirements.

14. Confidentiality

Wellwin will make reasonable efforts to handle grievance information confidentially and share information only with persons who reasonably require it for investigation, resolution, legal compliance, or other legitimate purposes.

Complete confidentiality cannot be guaranteed where disclosure is:

  • Required by law.
  • Required by a court or authority.
  • Necessary to investigate or resolve the grievance.
  • Necessary to protect the rights, safety, or security of persons or the Company.

15. False, Frivolous or Abusive Complaints

Wellwin encourages genuine complaints and does not intend to discourage customers or stakeholders from raising legitimate concerns.

However, complaints containing knowingly false information, fraudulent documentation, threats, harassment, or repeated abusive conduct may be dealt with appropriately.

This provision does not prevent a person from raising a genuine complaint merely because the Company does not agree with the complaint or requested outcome.

16. Escalation

If a complainant is not satisfied with the initial response, they may request further review by contacting Wellwin through the official email address.

The escalation request should include:

  • Original grievance reference, where available.
  • Previous response.
  • Reason for requesting escalation.
  • Additional information or supporting evidence.
  • Specific concern requiring further review.

Wellwin will review the escalation in accordance with the circumstances and applicable Company procedures.

17. No Retaliation

Wellwin does not intend to penalise or disadvantage a person merely for raising a genuine grievance in good faith.

However, this does not prevent Wellwin from taking appropriate action in cases involving fraud, threats, harassment, abuse, knowingly false information, or other unlawful conduct.

18. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights or remedies available under applicable Indian laws.

Where applicable law provides a mandatory grievance mechanism, remedy, or authority, the applicable legal requirement will prevail.

19. Grievance Records

Wellwin may maintain appropriate records relating to grievances for purposes including:

  • Investigation.
  • Resolution.
  • Customer support.
  • Internal quality improvement.
  • Compliance.
  • Legal and regulatory requirements.

Personal information contained in grievance records will be handled in accordance with the Privacy Policy and applicable law.

20. Continuous Improvement

Wellwin may periodically review grievance information to identify recurring issues and improve:

  • Product quality.
  • Customer service.
  • Order processing.
  • Payment processes.
  • Delivery operations.
  • Distributor/associate practices.
  • Website functionality.
  • Internal procedures.

21. Contact Us

For grievance-related matters, please contact:

WELLWINNUTRACEUTICALS INTERNATIONAL PRIVATE LIMITED

Website: https://wellwin.biz/

Email: admin@wellwin.biz

Working Hours:
Monday to Friday
10:00 AM to 5:00 PM IST

22. Related Policies

This Grievance Redressal Policy should be read together with:

  • Privacy Policy
  • Terms & Conditions
  • Shipping & Delivery Policy
  • Cancellation, Return & Refund Policy
  • Payment Policy

23. Policy Updates

Wellwin may update this Grievance Redressal Policy from time to time to reflect changes in:

  • Business operations.
  • Customer-support procedures.
  • Legal or regulatory requirements.
  • Grievance-management processes.
  • Company policies.

The latest version will be published on this page.

Last Updated: 28 September 2026

₹0.00
Shopping Cart