Objective

This Grievance Redressal Policy (Policy) outlines the Company's commitment to providing a seamless, transparent and trustworthy shopping experience for its customers. In accordance with applicable laws and a customer-first approach, the Company has established a structured and transparent grievance redressal mechanism to address complaints or concerns arising from the purchase of goods and services offered on its website from time to time.

Recognising that customer satisfaction is central to sustained business growth, the Company strives to minimise grievances through efficient service delivery, timely order fulfillment and continuous review of its processes. While customer complaints may arise in the ordinary course of business, the Company is committed to handling all grievances fairly, promptly and efficiently to ensure effective resolution and long-term customer trust.

Definitions

For the purpose of this Policy:

• Company: For the purpose of this Policy, the terms Company and inter alia the terms "our", "ourselves", "we" and "us" refer to DS Retail India Ltd.
• Consumer / you / your / yourself: shall mean any natural person or legal entity who placed an Order on the Website, whether directly or through an authorised person acting on its behalf.
• Goods: shall mean the products offered by the Company and purchased by the Consumer through the Website, including but not limited to Cookies under the brand, "Bens".
• Order: shall mean the order placed by you on the Website for the purchase of Goods.
• Services: shall mean the services provided by the Company on its Website which includes the sale of Goods to you.
• Website: refers to www.benscookies.in

Scope and Purpose

• This Policy applies to all the Order(s) that are placed by you on the Website for the purchase of Goods offered by the Company on its Website.
• The Policy aims to address any Consumer complaints or issues with respect to the Order(s), Services or the Goods through a well-defined and proper mechanism to ensure maximum consumer satisfaction.
• The Policy functions on attempting to ensure that the Consumer(s) would be treated fairly at all times, and the Company would undertake its best efforts to deal with any Consumer grievance promptly, efficiently and with courtesy.

Grievance Officer

For the Company, consumer centricity is our top most priority and hence we believe in providing the best experience to all our Consumer(s). We look forward to any feedback which will help us improve further on the Order(s), Services or the Goods. You may contact us through our Contact Us page.

The Company shall address any complaints or grievances of the Consumer(s) with respect to any Good, Services or Orders placed on the Website in a time-bound manner. For this purpose, the Company has designated a Grievance Officer who shall be responsible for the redressal of consumer grievances in accordance with the mechanism provided in this Policy.

Grievance Redressal Mechanism

Nodal Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a Nodal Person responsible for ensuring compliance with the provisions of the Consumer Protection Act, 2019 and the rules made thereunder.

Closure of Complaint / Ticket

Once the grievance/complaint has been raised and acknowledgement received, we will contact you or provide a response through email or call. The grievance/complaint shall be deemed closed and resolved on occurrence of any of the following events:

On occurrence of any of the events stated above, the complaint shall be resolved and the Ticket ID for the complaint shall be closed.

Other Policies

Any grievance/complaint raised by you shall be governed by the applicable laws and resolved in accordance with the Company's policies (including but not limited to Shipping Policy, Privacy Policy, Return and Refund Policy, Terms of Use) available at the Website. By placing any Order on the Website or utilising the Services, you agree to the terms and conditions of this Policy and all other policies as available on the Website, which are thereby binding on you.

Changes and Updates to Policy

We may update our Policy from time to time at our sole discretion. We will notify you of any changes by posting the new Policy on our Website. You are advised to review this Policy periodically for any changes. Changes to this Policy are effective when they are posted on the Website.