Grievance & Customer Complaint Policy
Grievance & Customer Complaint Policy
Effective Date: 01/01/2024
Last Updated: 09/08/2026
At Mameraa, we value our customers and aim to resolve questions, complaints, and service-related concerns fairly and efficiently.
This policy explains how customers can raise a complaint and how we handle customer concerns.
1. What Can You Contact Us About?
Customers can contact Mameraa regarding:
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Product-related concerns
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Order issues
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Delivery delays
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Damaged or incorrect products
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Return or exchange requests
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Refund-related concerns
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Payment issues
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Cancellation requests
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Website-related issues
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Customer service concerns
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Privacy-related concerns
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Other questions regarding our products or services
2. How to Submit a Complaint
Customers can submit a complaint by contacting us through:
Email: info@mameraa.in
Phone/WhatsApp: +91 9426009997
For order-related complaints, please provide:
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Order number
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Customer name
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Registered mobile number or email address
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Description of the issue
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Relevant photographs, videos, or documents where applicable
Providing complete information helps us investigate and resolve the issue more efficiently.
3. Customer Support Hours
Monday – Saturday
09:00 AM – 05:00 PM IST
We are closed on Sundays and applicable public holidays.
Messages received outside support hours will be reviewed during the next available support period.
4. Complaint Review Process
When we receive a complaint, we may:
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Review the information provided by the customer.
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Check the relevant order, payment, shipment, or product details.
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Contact the customer if additional information is required.
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Coordinate with the relevant courier, payment provider, or service partner where necessary.
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Provide an appropriate resolution based on the circumstances and applicable policies.
5. Resolution
Depending on the nature of the complaint, the resolution may include:
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Product replacement
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Return approval
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Refund
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Exchange
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Order cancellation
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Delivery assistance
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Correction of customer information
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Other appropriate customer support
Any return, refund, exchange, cancellation, or payment resolution will be handled according to the applicable Mameraa policy.
6. Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.
We may request clear photographs or videos of the product and packaging to help verify the issue.
After verification, we will provide an appropriate resolution according to our applicable policies.
7. Refund-Related Complaints
If an approved refund has not been received within the applicable timeframe, please contact us with your:
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Order number
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Refund details
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Payment method
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Relevant transaction information
We will review the refund status and assist you accordingly.
8. Privacy Complaints
If you have a concern regarding how your personal information is collected, used, or handled, please contact:
Privacy-related concerns will be reviewed in accordance with our Privacy Policy and applicable requirements.
9. Escalation
If a customer is not satisfied with the initial response, they may contact us again at:
Email: info@mameraa.in
Phone/WhatsApp: +91 9426009997
Please mention the previous complaint or order reference so that we can review the matter further.
10. False or Fraudulent Claims
Mameraa reserves the right to investigate suspicious, fraudulent, abusive, or misleading complaints and return claims.
Where appropriate and permitted by applicable law, such claims may be declined or subjected to additional verification.
11. Contact Information
Mameraa
6009–6010, Avadh Textile Market,
Opp. New Bombay Market, Sahara Darwaja Road,
Surat, Gujarat – 395010, India
Email: info@mameraa.in
Phone/WhatsApp: +91 9426009997
Customer Support Hours:
Monday – Saturday: 09:00 AM – 05:00 PM IST
Contact Page: mameraa.in/pages/contact-us
Mameraa
Premium Saree Brand from Surat, Gujarat, India