GRIEVANCE REDRESSAL POLICY
Effective Date: 04 June 2026
At ZORZIA INTERNATIONAL PRIVATE LIMITED, customer satisfaction is our priority. We are committed to addressing customer concerns promptly, fairly, and transparently. This Grievance Redressal Policy outlines the mechanism through which customers can register complaints and seek resolution.
1. Objective
The objective of this policy is to:
* Provide customers with a simple and accessible grievance redressal mechanism.
* Ensure timely acknowledgment and resolution of complaints.
* Improve customer experience and service quality.
* Maintain transparency, accountability, and compliance with applicable laws.
2. Types of Complaints
Customers may raise complaints relating to, but not limited to:
* Order processing or delivery issues
* Delayed, missing, damaged, defective, or incorrect products
* Payment, billing, refund, or cancellation concerns
* Website functionality or account-related issues
* Customer service experience
* Product quality concerns
* Any other service-related matter
3. Channels for Complaint Registration
Customers may register complaints through the following channels:
Email Support
Email: care@zorzianation.com
Phone Support
Phone: +91 8287762835
Postal Address
ZORZIA INTERNATIONAL PRIVATE LIMITED
3rd Floor, A Block, JMD Regent Arcade Mall,
Phase 1, Sector 28,
Gurugram, Haryana – 122002, India
4. Complaint Resolution Process
4.1 Complaint Acknowledgment
All complaints received through our official communication channels shall be acknowledged within 48 business hours of receipt.
4.2 Investigation and Review
Our customer support team will review the complaint and may contact the customer for additional information if required.
Customers may be requested to provide:
* Order ID
* Product photographs
* Payment confirmation or transaction details
* Any supporting documents relevant to the complaint
4.3 Resolution Timeline
We strive to resolve all genuine complaints as quickly as possible.
Most complaints are resolved within 7–10 business days from the date of registration, depending on the complexity of the issue.
If additional time is required, the customer will be informed accordingly.
5. Escalation Matrix
If a customer is not satisfied with the resolution provided by our customer support team, the complaint may be escalated to the Grievance Officer.
Grievance Officer Details
Name: AMARJEET KUMAR
Designation: Director
Company: ZORZIA INTERNATIONAL PRIVATE LIMITED
Email: care@zorzianation.com
Phone: +91 8287762835
Address:
3rd Floor, A Block, JMD Regent Arcade Mall,
Phase 1, Sector 28,
Gurugram, Haryana – 122002, India
The Grievance Officer shall review the complaint and provide an appropriate response within a reasonable period after receiving the escalation.
6. Record Maintenance
ZORZIA INTERNATIONAL PRIVATE LIMITED may maintain records of complaints, correspondence, investigations, and resolutions for:
* Customer service improvement
* Internal quality monitoring
* Fraud prevention
* Legal and regulatory compliance
* Future reference purposes
Such records shall be maintained in accordance with applicable privacy and data protection requirements.
7. Customer Responsibilities
To facilitate timely resolution, customers are requested to:
* Provide accurate information relating to their complaint.
* Cooperate with reasonable requests for supporting documents.
* Respond to communications from our support team within a reasonable timeframe.
8. Policy Updates
ZORZIA INTERNATIONAL PRIVATE LIMITED reserves the right to amend, modify, or update this Grievance Redressal Policy at any time.
Any revisions shall be posted on the website along with the updated Effective Date. Continued use of our services after such updates shall constitute acceptance of the revised policy.
9. Contact Information
ZORZIA INTERNATIONAL PRIVATE LIMITED
Address:
3rd Floor, A Block, JMD Regent Arcade Mall,
Phase 1, Sector 28,
Gurugram, Haryana – 122002, India
Phone: +91 8287762835
Email: care@zorzianation.com