1. Purpose

Plantex E-Commerce Private Limited ("Plantex", "Company", "we", "us" or "our") is committed to maintaining an appropriate process for receiving, reviewing and resolving genuine customer grievances relating to products, orders and services offered through www.plantex.in.

This Policy explains how customers can submit grievances and how such grievances may be investigated, reviewed, resolved and closed by Plantex.

Submission of a grievance does not automatically establish any fault, liability, refund obligation, replacement obligation or compensation responsibility on the part of Plantex.

Every grievance will be reviewed based on the facts of the case, available Company records, information provided by third-party service providers, supporting evidence submitted by the customer and applicable Plantex policies.

2. Scope

Customers may raise grievances regarding matters including:

  • Order processing

  • Payment issues

  • Shipping and delivery

  • Delayed delivery

  • Damaged products

  • Defective products

  • Incorrect products

  • Missing products or components

  • Order cancellation

  • Returns

  • Replacements

  • Refunds

  • Warranty support

  • Product information

  • Customer service

  • Website transactions

  • Privacy-related concerns

  • Promotional communication

  • Any other issue directly connected with a transaction made through Plantex

Plantex reserves the right to determine whether a complaint falls within the scope of this Policy.

3. Customer Support and Grievance Channels

For general order or customer-service assistance, customers may contact:

Customer Support Email

cs@plantex.in

Customer Care

+91 7567567500

Website

www.plantex.in



For formal complaints, unresolved issues or grievance escalation, customers should contact:

Grievance Email

grievance@plantex.in

Postal Address

Plantex E-Commerce Private Limited, Plot No. 5, Road No. 1, Kathwada GIDC, Odhav, Ahmedabad, Gujarat - 382430, India



Customers are encouraged to submit grievances using the email address or mobile number associated with their order wherever possible.

4. Information Required From Customer

The customer must provide sufficient and accurate information to enable Plantex to identify and investigate the grievance. Plantex may request information including:

  • Customer's full name

  • Registered email address

  • Registered mobile number

  • Order number

  • Invoice number

  • Product name

  • SKU or product code

  • Purchase date

  • Description of the issue

  • Photographs or video evidence

  • Outer and inner packaging photographs

  • Shipping or product label

  • Serial number or batch information

  • Payment transaction details

  • Courier or tracking details

  • Installation information

  • Previous correspondence

  • Any other information reasonably required for investigation

Customers should never provide OTPs, UPI PINs, passwords, CVVs or other confidential authentication credentials.

Plantex may keep a grievance pending until information reasonably required for investigation is received. Where sufficient information or evidence is not provided, Plantex may be unable to verify the complaint and may close the grievance accordingly.

5. Evidence and Verification

Plantex reserves the right to verify every grievance before approving any refund, replacement, repair, compensation or other resolution.

Depending upon the nature of the grievance, Plantex may request photographs, videos, unboxing evidence where available, product labels, serial numbers, packaging, shipping labels, invoice, payment proof, installation photographs, courier records or other supporting evidence.

Customers may be required to retain the original product, packaging, accessories, manuals, labels, invoices and other materials until the grievance investigation is completed. Plantex may decline a requested resolution where the claim cannot reasonably be verified from the available evidence.

6. Product Inspection

Plantex may require a product to be:

  • Returned to Plantex

  • Collected by an authorised logistics partner

  • Inspected by Plantex

  • Inspected by the manufacturer

  • Inspected by an authorised service provider

  • Examined through photographs, videos or other available evidence

Plantex will determine the appropriate verification method depending on the nature of the product and grievance. Collection, return or inspection of a product does not automatically mean that a refund, return, replacement or warranty claim has been approved. Final eligibility will be determined after verification.

7. Complaint Registration

After receiving sufficient information, Plantex may register the complaint and assign a complaint or reference number. Plantex may maintain an internal Customer Grievance Register containing information including:

  • Complaint or ticket number

  • Order number

  • Customer information

  • Date of complaint

  • Nature of grievance

  • Supporting evidence

  • Internal investigation details

  • Department responsible

  • Action taken

  • Resolution

  • Complaint status

  • Closure date

Internal investigation notes, fraud-control information, confidential business records, internal correspondence and commercially sensitive information will remain confidential.

8. Acknowledgement of Grievance

Plantex will acknowledge receipt of a formal grievance within 48 hours.

The acknowledgement may be provided through email, telephone, SMS, WhatsApp or another appropriate communication channel. Acknowledgement of a grievance only confirms receipt of the complaint and does not mean that Plantex accepts the customer's allegations, liability, product defect, delivery failure, refund eligibility, replacement eligibility, warranty eligibility or any compensation claim.

9. Investigation of Grievance

Plantex may investigate grievances using available information and records including:

  • Order and invoice records

  • Payment records

  • Warehouse, inventory, packing and dispatch records

  • Shipment and product weight

  • CCTV records, where available

  • Product photographs and shipping labels

  • Courier and delivery records

  • Proof of delivery

  • GPS information provided by logistics partners

  • OTP delivery confirmation

  • Delivery photographs

  • Customer communication and call records

  • Return shipment information

  • Product inspection reports

  • Manufacturer and warranty information

  • Fraud-prevention information

  • Technical reports

  • Any other relevant records

Plantex may rely upon its internal business records and information received from authorised third-party service providers while evaluating a grievance.

10. Third-Party Verification

Certain grievances may require information or investigation from courier companies, logistics providers, payment gateways, banks, manufacturers, service centres, technology providers, installation partners or other authorised service providers.

Plantex may coordinate with such parties and may rely on information reasonably provided by them when reviewing a grievance. Delays caused solely by third-party investigation or circumstances outside Plantex's reasonable control will not automatically create liability for the Company.

11. Resolution Timeline

Plantex will endeavour to resolve genuine grievances as quickly as reasonably possible. Formal grievances will be addressed within one month from the date of receipt of the grievance.

Where additional information or evidence is required from the customer, investigation may remain pending until such information is received. Customers are expected to reasonably cooperate with verification and investigation requirements.

12. Resolution Determined by Plantex

After completing its investigation, Plantex will determine the appropriate resolution based on factors including the nature of the grievance, available evidence, customer information, order records, product condition, inspection results, warehouse records, delivery information, payment records, applicable warranty, return eligibility, refund eligibility and other relevant circumstances.

Depending upon the findings, Plantex may provide:

  • Clarification

  • Technical assistance

  • Missing or replacement component

  • Repair

  • Warranty support

  • Replacement

  • Re-delivery

  • Eligible refund

  • Store credit where mutually accepted

  • Correction of information

  • Other reasonable resolution

Where more than one reasonable remedy is available, Plantex may determine the most appropriate remedy based on the circumstances and applicable Plantex policies.

13. No Automatic Refund or Replacement

Registration of a grievance does not automatically entitle the customer to a refund, replacement, free product, compensation, reimbursement, discount, store credit, cancellation, warranty approval or return approval. Every request will be subject to verification and the applicable Plantex policy.

14. Damaged Product Claims

For damage-related complaints, Plantex may request evidence showing the condition of outer and inner packaging, shipping label, damaged area, complete product, product label, accessories, serial number and unboxing evidence where available.

Plantex may decline responsibility where available evidence reasonably indicates that damage occurred after delivery because of improper handling, incorrect installation, customer modification, misuse, accidental damage, improper storage, negligence, normal wear and tear, use contrary to instructions, unauthorised repair or alteration of the product.

15. Defective Product Claims

Plantex may require inspection or technical verification before accepting a product as defective.

A product will not automatically be considered defective merely because the customer does not like the product, product appearance differs slightly from screen images, there are minor acceptable manufacturing variations, the product is incompatible with an unsuitable installation location, incorrect installation has occurred, the product has been misused or the product has suffered normal wear and tear. The appropriate remedy, if any, will be determined after verification.

16. Missing Product or Component Claims

For missing-product or missing-component complaints, Plantex may review warehouse packing records, CCTV footage where available, shipment weight, product weight, inventory records, packaging photographs, courier shipment information, delivery records and other available evidence.

A customer's statement alone may not always be sufficient to establish that an item was missing where available Company records reasonably indicate otherwise.

17. Delivery-Related Complaints

For delivery-related complaints, Plantex may rely upon records provided by its courier or logistics partners, including shipment tracking, delivery status, proof of delivery, GPS information, OTP verification, delivery photographs, recipient details, delivery-attempt records, customer-call attempts, shipment weight and return-to-origin information.

Where available evidence reasonably establishes successful delivery, Plantex may close the grievance unless reliable additional evidence demonstrates otherwise.

18. Return and Refund Grievances

All return, replacement and refund requests will also be governed by Plantex's Refund and Cancellation Policy.

Opening a grievance does not automatically extend the return period, cancellation period or warranty period, or create additional refund eligibility.

Where Plantex has successfully initiated an approved refund, additional processing time required by a bank, payment gateway or financial institution may be outside Plantex's direct control.

19. Warranty Grievances

Warranty-related grievances will be reviewed according to the warranty applicable to the relevant product. Warranty coverage does not automatically mean refund eligibility.

Depending upon the product and verified defect, warranty support may include technical assistance, inspection, repair, replacement of a defective component, replacement of product or other appropriate warranty support. Plantex may determine the appropriate warranty remedy after verification.

20. Installation-Related Grievances

Where a product requires professional or technical installation, Plantex may request installation information before accepting complaints involving leakage, breakage, fitting, alignment, functionality, drilling, plumbing, electrical connection or installation damage.

Plantex may decline responsibility where the issue reasonably results from incorrect installation, improper drilling, improper plumbing, incorrect electrical connection, excessive force, incorrect measurements, unsuitable installation surface, unauthorised modification, use of improper tools or installation contrary to instructions, unless the installation was directly carried out by Plantex or its authorised representative and the issue is attributable to such installation.

21. Fraudulent or Abusive Grievances

Plantex reserves the right to protect the Company from fraud, abuse, misuse and manipulation of its grievance process. Additional verification may be conducted where Plantex identifies activity including:

  • Repeated or repeated high-value claims

  • Multiple customer accounts, identities or addresses

  • Unusual order patterns

  • Chargeback abuse

  • False non-delivery claims

  • Manipulated photographs or videos

  • Product substitution

  • Returning a different product

  • Missing components from returned products

  • Deliberate product damage

  • False or misleading information

  • Misrepresentation

  • Repeated refund requests

  • Other suspicious activity

Where Plantex reasonably identifies fraudulent or abusive activity, the Company may take appropriate measures including rejecting the claim, closing the grievance, restricting return privileges or COD availability, cancelling pending orders, restricting or suspending customer accounts, refusing future transactions where reasonably necessary, preserving relevant evidence, sharing relevant information with authorised service providers where required for investigation, reporting suspected unlawful activity to appropriate authorities, or taking other reasonable protective action.

22. Abusive Communication

Customers and Company representatives are expected to communicate respectfully. Plantex will not tolerate threats, harassment, abusive language, intimidation, repeated spam, personal abuse, threats against employees or other inappropriate behaviour.

Where necessary, Plantex may restrict communication to written channels to protect employees and maintain proper records. A genuine complaint may still be reviewed through the appropriate grievance process.

23. Duplicate Grievances

Where multiple complaints are submitted regarding substantially the same order and issue, Plantex may combine the complaints, continue investigation under the original complaint number and close duplicate tickets. Submitting multiple grievance tickets will not restart or extend the applicable review timeline.

24. Customer Non-Response

Where Plantex requests information reasonably required for investigation and the customer does not provide such information within a reasonable period, Plantex may close the complaint due to insufficient information.

A customer may submit the requested information later, subject to the applicable return, refund, warranty or claim conditions.

25. Reopening Closed Grievances

Plantex may reconsider a closed grievance where the customer provides significant new evidence that was not previously available.

Plantex may decline to repeatedly reconsider the same grievance where no new information has been provided, the issue has already been investigated, a reasonable resolution has already been provided, the approved remedy has already been completed, the complaint is repetitive or the grievance process is being misused.

26. Closure of Grievance

Plantex may mark a grievance as resolved or closed where:

  • Requested information has been provided

  • An eligible refund has been initiated

  • An eligible replacement has been arranged

  • Repair or warranty support has been provided

  • Required clarification has been provided

  • The complaint cannot be verified

  • Insufficient evidence has been submitted

  • Company records reasonably establish that no further corrective action is required

  • The customer accepts the resolution

  • The customer fails to provide requested information

  • No further reasonable action is required from Plantex

27. No Admission of Liability

Any refund, replacement, repair, assistance, store credit, concession, goodwill gesture or other support provided by Plantex will not automatically constitute an admission of negligence, wrongdoing, legal liability, a defect affecting all products of the same type, an incorrect general business practice or a waiver of any right available to Plantex.

A concession or goodwill resolution provided in one case will not create an obligation to provide the same resolution in another case.

28. Company Records

Plantex may rely upon its electronic and business records when reviewing operational facts relating to a grievance. Such records may include orders, payments, warehouse activity, inventory, packing, shipping, customer communication, courier records, return records and account activity.

Plantex may retain relevant records for investigation, fraud prevention, quality control, internal audit, dispute management and legitimate business purposes.

29. Compensation

Submission of a grievance does not automatically create any right to compensation. Plantex does not automatically provide compensation solely because a complaint has been submitted, delivery was delayed, investigation required additional time, a customer was dissatisfied, a refund required normal banking processing time or a customer experienced inconvenience.

Any refund, replacement, credit or compensation will be determined based on the circumstances of the individual case and applicable Plantex policies.

30. Escalation Process

Level 1: Customer Support

Customers should first contact Plantex Customer Support for routine order or service issues.

Email

cs@plantex.in

Customer Care

+91 7567567500



Level 2: Grievance Officer

If the issue remains unresolved after contacting Customer Support, the customer may escalate the matter to the Grievance Officer.

Grievance Email

grievance@plantex.in



The escalation should preferably contain the customer name, original complaint number, order number, previous correspondence, details of the unresolved concern, supporting evidence and requested resolution.

31. Grievance Officer

Plantex has designated a Grievance Officer to review formal customer grievances and escalations.

Name

Parth Chauhan

Designation

Grievance Officer

Company

Plantex E-Commerce Private Limited

Email

grievance@plantex.in

Address

Plot No. 5, Road No. 1, Kathwada GIDC, Odhav, Ahmedabad, Gujarat - 382430, India



Customers should use grievance@plantex.in for formal grievances and escalations.

32. Privacy-Related Grievances

Customers may also submit grievances relating to personal information, incorrect personal information, account information, marketing communication, consent preferences, privacy concerns, unauthorised account activity or other concerns regarding customer information.

Privacy / Grievance Email

grievance@plantex.in



Customers should provide sufficient information to allow Plantex to identify the relevant account or transaction. Sensitive credentials such as OTPs, passwords, UPI PINs or CVVs should never be shared.

33. Confidentiality

Plantex may use information submitted during the grievance process for customer verification, complaint investigation, product verification, delivery verification, payment verification, fraud prevention, quality control, warranty processing, internal review, audit, record keeping and dispute management.

Plantex may share relevant information with authorised service providers where reasonably required to investigate or resolve a grievance.

34. Interpretation of Policy

Plantex reserves the right to reasonably interpret and administer this Policy based on the facts of the individual case, product involved, available evidence, transaction history, customer account information, Company records, applicable Company policies and operational circumstances.

No provision of this Policy creates an automatic entitlement beyond the applicable terms of the relevant transaction.

35. Modification of Policy

Plantex reserves the right to amend, update, replace or modify this Policy from time to time. The latest version published on www.plantex.in will apply from the effective date stated on the Policy.

Changes to this Policy will not automatically create retrospective benefits, refunds, credits or other entitlements unless expressly stated by Plantex.

36. Reservation of Rights

Plantex expressly reserves all rights and remedies available to the Company. Nothing in this Policy prevents Plantex from:

  • Verifying customer claims

  • Requesting reasonable supporting evidence

  • Investigating suspected fraud

  • Rejecting unsupported or unverifiable claims

  • Protecting its employees and business

  • Restricting misuse of Company services

  • Cancelling suspicious transactions where appropriate

  • Restricting account privileges where appropriate

  • Recovering amounts obtained through fraud or misrepresentation

  • Preserving records and evidence

  • Cooperating with authorised service providers in an investigation

  • Taking appropriate action regarding abusive or fraudulent transactions

  • Exercising any other legitimate right available to the Company

Failure or delay by Plantex in exercising any right in one instance will not automatically constitute a waiver of that right.

37. Severability

If any provision of this Policy becomes invalid or unenforceable, the remaining provisions will continue to remain effective to the maximum extent possible.

38. Contact Information

General Customer Support

cs@plantex.in

Customer Care

+91 7567567500

Formal Grievance / Escalation

grievance@plantex.in

Grievance Officer

Parth Chauhan

Designation

Grievance Officer

Company

Plantex E-Commerce Private Limited

Address

Plot No. 5, Road No. 1, Kathwada GIDC, Odhav, Ahmedabad, Gujarat - 382430, India

Website

www.plantex.in