Customer Support & Grievance Redressal Policy

(Last Updated: 30th Oct, 2025)

1. BACKGROUND

At 24 Carat Remedies Pvt. Ltd. (Secret Alchemist), customer satisfaction is fundamental to our growth and brand ethos. We are deeply committed to providing a seamless and transparent experience to every customer. Despite our best efforts, if you face any issues or concerns regarding our services or products, we encourage you to refer to this policy. It outlines the framework and process for addressing customer grievances fairly and efficiently.

This policy has been framed in accordance with applicable consumer protection regulations and industry best practices.

For the purposes of this policy, a “customer complaint” shall mean any instance where the services rendered or commitments made by Secret Alchemist fall short of expectations — including, but not limited to, delays, non-fulfillment of orders, payment discrepancies, or service lapses.

Please note that Secret Alchemist operates as an intermediary connecting customers to third-party delivery and payment service providers. While we ensure quality checks and transparency, the ultimate responsibility for product condition, fitness, and merchantability rests with the respective seller or logistics partner. Nevertheless, we will make every reasonable effort to facilitate resolution of such matters.

You may also refer to our FAQs on https://secretalchemist.com/help for guidance on orders, returns, and payments.

2. OBJECTIVE

The primary objectives of this policy are to ensure that:

• Every customer is treated with fairness, dignity, and respect.
  

• All complaints, requests, or queries are acknowledged promptly and addressed courteously within 24 working hours of receipt.
  

• Customers are clearly informed about escalation channels and their rights to approach higher levels of grievance redressal if unsatisfied with the response received.

3. CHANNELS FOR REPORTING GRIEVANCES

Customers can reach our support team through multiple channels — phone, chat, and email. Every query or grievance is recorded in our internal tracking system for accountability and timely follow-up.

Defined Escalation Protocol:

Level 1: Customer Support

You may contact our customer care team via:

• Phone: +91-8591027688
  

• Email: care@secretalchemist.com
  

• Chat: Available through whatsapp on +91-7718821521
  

Our support representatives will acknowledge your concern and provide a response within 48 working hours. Each communication channel includes an internal escalation matrix that allows you to request review by a senior supervisor if your concern remains unresolved.

Level 2: Grievance Officer

If your concern is not satisfactorily addressed within 7 calendar days of raising it with Level 1, you may escalate the issue to our Grievance Officer:

Grievance Officer: Mr. Akash Valia
Email: grievance.officer@secretalchemist.com

Our Grievance Officer will review your case and respond within 48 working hours of receiving the escalation. We shall strive to provide a fair resolution at the earliest possible, and in all cases within the timeframes prescribed under applicable consumer protection laws.

4. DISCLAIMERS

• Secret Alchemist never solicits confidential details such as OTP, CVV, PIN, or card numbers through calls, messages, or links. Any such request should be treated as suspicious and immediately reported to care@secretalchemist.com.
  

• Grievance Redressal Working Hours: Monday to Friday, 10:00 a.m. – 6:30 p.m.
  

• National holidays and major Indian festivals (e.g., 26th January, 15th August, 2nd October) shall be considered non-working days.
  

• The Company may revise this policy periodically to ensure compliance with evolving regulations and business needs.
  

• Certain delays may occur due to dependencies on third-party partners. However, we assure customers that every effort will be made to minimize such instances.
  

• Grievances related to non-returnable products will be handled as per the Company’s Return & Exchange Policy.
  

• The Company shall not be liable for losses arising from the customer’s voluntary disclosure of confidential details to unauthorized entities or fraudulent sources.

5. POLICY REVIEW

This policy shall be reviewed and updated periodically to reflect changes in legal requirements or business processes. The revised version, once approved, shall be published on our official website.