Grievances Redressal Policy

At Thillais, we value your satisfaction and strive to provide the best possible service. We understand that issues may arise from time to time and are committed to resolving them promptly and fairly.

If you have any grievances or concerns, please follow our Grievances Redressal process:

1. Contacting Customer Support

If you face any issues related to your purchase, please contact our customer support team:

• Email: customercare@thillaismasala.com
• Phone: +91 84388 01930

Please provide detailed information about your issue so we can assist you effectively.

2. Grievance Submission

To help us resolve your issue quickly, please include the following details:

• Your full name and contact information
• Order details (order number and date of purchase)
• Description of the grievance or issue
• Any supporting documents or evidence

3. Grievance Resolution Process

3.1 Acknowledgment

We will acknowledge your complaint within 48 hours and provide a unique reference number for tracking.

3.2 Investigation

Our team will investigate your concern thoroughly. We may contact you for additional details if required. Your cooperation is appreciated.

3.3 Communication

We will keep you informed about the progress of your grievance and provide updates until resolution.

3.4 Resolution

Once the investigation is complete, we will provide an appropriate resolution. This may include an explanation, refund, replacement, compensation, or other suitable action.

4. Escalation

If you are not satisfied with the resolution, you may request escalation. Please contact our support team and clearly mention your request for escalation. Your case will be reviewed by higher authorities for further action.

5. Feedback and Improvement

Your feedback helps us improve our services. We encourage you to share your experience with our grievance handling process.

All grievances are handled with strict confidentiality and seriousness. We are committed to resolving your concerns fairly and promptly.