Bharat Natural Jute LLP is committed to providing quality products and reliable customer service. We value customer feedback and provide a structured process for customers to raise complaints, concerns, or grievances relating to products purchased through our website or services provided by us.
This Grievance Redressal Policy explains how customers can submit a grievance and how Bharat Natural Jute LLP will handle such complaints.
1. Scope of This Policy
This policy applies to grievances relating to:
- Products purchased through our website
- Product quality, quantity, description, or specifications
- Damaged, defective, incorrect, or incomplete products
- Delivery and shipping related issues
- Order processing issues
- Payment related concerns
- Cancellation, return, replacement, or refund related concerns
- Customized or made to order products
- Customer service concerns
- Website related issues
- Any other consumer grievance relating to our products or services
2. How to Submit a Grievance
Customers may submit their grievance by sending an email to:
Email: anunandi@bharatnaturaljute.com
Customers are requested to provide sufficient information to help us investigate and resolve the matter efficiently.
Where applicable, customers should include:
- Customer name
- Order number
- Date of purchase
- Product name
- Description of the grievance
- Photographs or supporting documents, where relevant
- Payment details or transaction reference, where necessary
- Any previous communication relating to the complaint
- The resolution requested by the customer
Customers should not send confidential banking passwords, UPI PINs, ATM PINs, card PINs, or other sensitive authentication information by email.
3. Acknowledgement of Grievance
Upon receiving a consumer grievance, Bharat Natural Jute LLP will make reasonable efforts to acknowledge receipt of the complaint within 48 hours, subject to the availability and completeness of the information provided.
Where necessary, we may request additional information or documents from the customer.
4. Grievance Investigation
Bharat Natural Jute LLP will review the grievance and the relevant information available to us.
Depending on the nature of the complaint, the review may include:
- Order details
- Product specifications
- Payment records
- Shipping and delivery information
- Photographs or videos provided by the customer
- Previous correspondence
- Applicable company policies
- Any other information reasonably necessary to investigate the matter
Customers are expected to provide accurate and complete information.
5. Grievance Resolution
Bharat Natural Jute LLP will make reasonable efforts to resolve genuine consumer grievances as promptly as possible and within the applicable legal requirements.
Depending on the circumstances and applicable policies, a resolution may include:
- Product replacement
- Repair or corrective action, where applicable
- Refund
- Partial refund
- Order cancellation
- Clarification or explanation
- Correction of an order or delivery issue
- Other appropriate resolution
The final resolution will depend on the facts of the complaint, the condition of the product, applicable company policies, and applicable law.
6. Damaged, Defective or Incorrect Products
If a customer receives a damaged, defective, incorrect, or materially different product, the customer should contact us as soon as reasonably possible after delivery.
Customers may be requested to provide photographs, videos, packaging details, delivery information, or other evidence to assist with verification.
Eligible cases will be handled in accordance with our Return and Refund Policy.
7. Natural Jute Product Variations
Jute is a natural fibre and products made from jute may have natural variations in colour, texture, thickness, weave, appearance, and finish.
Such natural variations may not necessarily constitute a defect.
Grievances relating to product quality will be assessed based on the applicable product description, specifications, order terms, and the circumstances of the complaint.
8. Customized and Bulk Orders
Customized, personalized, made to order, wholesale, and bulk orders may be subject to separate commercial terms agreed between Bharat Natural Jute LLP and the customer.
Where a written quotation, purchase order, sales confirmation, proforma invoice, or other written agreement contains specific grievance, return, replacement, cancellation, payment, or delivery terms, those terms may apply to the relevant order.
9. International Orders
For international orders, complaints relating to customs clearance, import duties, taxes, destination-country requirements, or charges imposed by local authorities may be subject to the laws and procedures of the destination country.
International orders will also be handled in accordance with the applicable quotation, shipping terms, agreed Incoterms, and other written commercial terms.
10. Grievances Relating to Payments
For payment-related complaints, customers should provide the relevant order number and transaction reference where available.
Bharat Natural Jute LLP may coordinate with the applicable payment gateway, bank, or financial service provider where necessary.
Resolution timelines may depend on the payment service provider or banking institution.
Customers should never provide passwords, UPI PINs, ATM PINs, card PINs, OTPs, or similar confidential authentication credentials to us.
11. Fraudulent or Abusive Complaints
Bharat Natural Jute LLP reserves the right to investigate complaints that appear fraudulent, misleading, abusive, repetitive without reasonable basis, or supported by false information.
This does not affect the legitimate rights of customers under applicable law.
12. Grievance Officer
For the purpose of consumer grievance redressal, Bharat Natural Jute LLP will maintain an appropriate grievance redressal mechanism.
Grievances may be submitted through:
Grievance Email: anunandi@bharatnaturaljute.com
Grievance Officer / Designation: Grievance Officer, Bharat Natural Jute LLP
Registered Address: Jhuggi in Nehru Camp, Bijwasan, South West Delhi, Delhi 110061, India
13. Escalation
If a customer is not satisfied with the response received, the customer may communicate the matter again through the grievance email with the relevant order number and previous correspondence.
Customers may also have rights to approach appropriate consumer protection authorities or consumer dispute redressal mechanisms available under applicable law.
The Government of India's National Consumer Helpline currently provides a pre-litigation grievance redressal mechanism through its official channels.
14. Relationship With Other Policies
This Grievance Redressal Policy should be read together with our:
- Privacy Policy
- Terms and Conditions
- Shipping and Delivery Policy
- Return and Refund Policy
- Cancellation Policy
- Cookie Policy
- Disclaimer
Where applicable, the terms of a specific quotation, purchase order, sales confirmation, proforma invoice, or written agreement may also apply.
15. Policy Updates
Bharat Natural Jute LLP may update this Grievance Redressal Policy from time to time to reflect changes in our business practices, website operations, legal requirements, or applicable regulations.
The updated policy will be published on the website with the revised effective date.
16. Contact
For grievances, complaints, or questions regarding this policy, please contact:
Bharat Natural Jute LLP
Jhuggi in Nehru Camp, Bijwasan, South West Delhi, Delhi 110061, India
Email: anunandi@bharatnaturaljute.com
17. Acknowledgement
By using our website or purchasing our products, customers acknowledge that they have read and understood this Grievance Redressal Policy and agree to follow the grievance submission process described above, without limiting any rights available to them under applicable law.