Grievance Redressal

1. Our Commitment

NUNSOO is committed to providing customers with a clear and accessible process for raising concerns relating to products, orders, payments, delivery, returns, refunds, customer service or other matters connected with the NUNSOO website and services.

We aim to handle complaints fairly, professionally and within the timeframes applicable to our business and applicable law.

2. Grievance Officer

Customers may contact our designated Grievance Officer regarding complaints or concerns relating to NUNSOO and our ecommerce services.

3. How to Submit a Complaint

Customers can submit a grievance directly to our customer support and grievance channel.

4. Information to Include

To help us investigate and resolve a complaint efficiently, customers should provide as much relevant information as possible.

• Full name.
• Email address and contact information.
• Order number, if applicable.
• Product name or details, where relevant.
• Date of purchase or delivery, where relevant.
• Description of the complaint or concern.
• Relevant photographs, videos or documents.
• Any previous communication with NUNSOO concerning the matter.

5. Our Grievance Process

Once a complaint is received, NUNSOO will review the information provided and determine the appropriate next steps.

6. Complaint Acknowledgement

NUNSOO will acknowledge receipt of consumer complaints within the timeframe required by applicable law.

Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer is required to acknowledge receipt of a consumer complaint within 48 hours.

7. Grievance Redressal Timeline

NUNSOO aims to investigate and address customer complaints as efficiently as reasonably possible.

Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer is required to redress a consumer complaint within one month from the date of receipt.

Where additional information or investigation is required, customers may be contacted for further details.

8. Complaints About Returns & Refunds

Complaints concerning returns and refunds will be reviewed together with the NUNSOO Returns & Refunds Policy and the circumstances of the individual order.

NUNSOO generally does not accept change-of-mind returns.

Eligible return claims may include:

• Wrong product received.
• Qualifying defective product.
• Qualifying damaged product.
• Product becoming unavailable or out of stock.

Eligible return claims are subject to the applicable 7-day return window and the conditions described in our Returns & Refunds Policy.

9. Product Damage or Wrong Product Complaints

For complaints involving a wrong, defective or damaged product, customers should provide the required unboxing video together with photographs and other relevant evidence.

The unboxing video should, where possible, clearly show the package as received, the condition of the packaging and the product as it is removed from the package.

10. Delivery Complaints

Delivery-related complaints may concern matters such as delayed delivery, incorrect delivery, damaged packages or other delivery issues.

Customers should provide their order number and relevant delivery information when contacting us.

For international shipments, customs clearance, import duties, taxes and destination-country procedures may affect delivery time.

11. Fair and Good-Faith Complaints

Customers are encouraged to provide accurate and complete information when submitting a complaint.

NUNSOO will assess complaints based on the information and evidence available to us and the applicable policies and requirements.

12. Escalation

If a customer believes that a complaint has not been adequately resolved, the customer may request further review by the designated grievance mechanism using the contact details published on this page.

Nothing in this policy prevents a consumer from exercising any rights or remedies available under applicable law.

13. Personal Information

Information submitted as part of a complaint may be used to investigate, manage and resolve the complaint and to meet applicable legal or regulatory requirements.

Please avoid sending unnecessary sensitive personal information when submitting a complaint.

14. Company Information

15. Contact the NUNSOO Grievance Officer

For complaints or concerns relating to your NUNSOO purchase or shopping experience, please contact our designated Grievance Officer.