Grievance Redressal & Support

Legal Entity: Virtual Vendors · Brand: Elkasi

Customer Support Email: support@elkasi.com

Customer Support Telephone/WhatsApp: +918300630391

Customers may contact Elkasi regarding:

• Order-related issues;
• payment-related issues;
• delivery concerns;
• damaged or compromised Products;
• Product information;
• Website problems;
• privacy concerns;
• suspected fraudulent activity;
• complaints regarding Website content;
• marketplace-related concerns; and
• other legitimate customer-service matters.

To help us investigate a complaint, customers should provide, where applicable:

• full name;
• Order number;
• registered email/mobile number;
• Product name;
• batch number;
• date of purchase;
• delivery details;
• description of the issue;
• photographs or video evidence where relevant; and
• any relevant supporting documentation.

Where a Product is claimed to have arrived damaged, leaking, tampered with or compromised, customers should provide video proof in accordance with the Cancellation, Return & Refund Policy.

Elkasi may review:

• Order records;
• payment records;
• shipping records;
• Product batch information;
• photographs;
• videos;
• customer communications;
• quality documentation; and
• other relevant information.

Complaints will be reviewed within a reasonable period having regard to their nature and the information required for investigation.

Where additional information is required, the customer may be contacted.

Where a verified issue is attributable to Virtual Vendors/Elkasi and a refund or other remedy is appropriate, the applicable remedy will be processed in accordance with the Cancellation, Return & Refund Policy and applicable law.

Privacy-related concerns may be directed to:

Privacy Contact: support@elkasi.com

Privacy complaints will be handled in accordance with the applicable Privacy Policy and data-protection framework.

Customers should promptly report transactions they believe are unauthorised or fraudulent.

Relevant transaction information may be required for investigation.

Where an Order was placed through a third-party marketplace, customers may also be required to follow that marketplace’s applicable complaint and dispute procedures.

The grievance mechanism must not be used for unlawful, abusive, fraudulent or knowingly false complaints.

This provision does not restrict legitimate consumer complaints or statutory rights.

Virtual Vendors may maintain records of complaints and their resolution for customer service, legal, regulatory, quality-control and business purposes, subject to applicable privacy requirements.