Customer Support Policy

1. Introduction

At Cosmokin, customer satisfaction is our priority. We strive to provide the best shopping experience, and we take complaints, disputes, and support requests seriously. This policy explains how customers can reach out for support and how Cosmokin handles complaints and dispute resolution.

By using Cosmokin’s services, you agree to follow the steps outlined in this policy for any order-related issues, complaints, or support requests.

2. How to Contact Customer Support?

Customers can reach Cosmokin’s Customer Support Team through the following channels:

📧 Email: support@cosmokin.com
📞 Phone: +91-7620962194
📍 Address: 2ND FLOOR, TINNAL CHOWK, OLD BHANDARA ROAD, ITWARI, NAGPUR, 440002
💬 Live Chat (if available): Visit Cosmokin.com for real-time assistance.

3. Types of Customer Support Requests We Handle

Our support team can assist with the following:

✅ Order Status & Tracking – Assistance with tracking and estimated delivery times.
✅ Product Returns & Refunds – Help with return requests, refunds, and replacement claims.
✅ Payment & Transaction Issues – Addressing failed payments, incorrect charges, or COD concerns.
✅ Product Information & Warranty Claims – Clarifications about product features, warranty coverage, and service center locations.
✅ Shipping & Delivery Concerns – Issues related to delayed shipments, damaged goods, or wrong products received.
✅ Technical Support – Assistance with login issues, order history, and account access.

4. Complaint Resolution Process

If you are not satisfied with a product or service, follow these steps to resolve your complaint:

✅ Step 1: Contact Customer Support

• Reach out via email, phone, or live chat with your order ID and complaint details.
• Our team will acknowledge your complaint within 24 hours.

✅ Step 2: Investigation & Resolution

• We will investigate and provide a resolution within 3-5 business days.
• If additional time is required, we will notify you.

✅ Step 3: Escalation to the Grievance Officer

• If the issue remains unresolved, it will be escalated to the Grievance Redressal Officer.
• The officer will provide a final resolution within 7-10 business days.

5. Escalation to Grievance Redressal Officer

If you are not satisfied with the response from customer support, you may escalate the matter to our Grievance Officer:

👨‍💼 Grievance Officer: Mr. Ravi Kukreja
📧 Email: support@cosmokin.com

• The Grievance Officer will review your complaint and provide a resolution within 7-10 business days.

6. Dispute Resolution & Legal Jurisdiction

• If a complaint cannot be resolved through customer support or grievance redressal, the dispute will be resolved through arbitration under the Indian Arbitration and Conciliation Act, 1996.
• If legal proceedings are required, they will be subject to the exclusive jurisdiction of the courts in Nagpur, India.

7. Refund & Resolution Timeline

• Refunds (if applicable) are processed within 2-4 business days after complaint approval.
• Shipping or product replacements are initiated within 5-7 business days after approval.

8. Fraudulent Complaints & Abuse of Support System

🚨 The following actions are strictly prohibited:

• Filing false complaints for fraudulent refunds or returns.
• Abusing customer support representatives.
• Creating multiple accounts to manipulate complaints or discounts.