Grievance Redressal Policy

This Policy provides a transparent mechanism for complaints concerning products, orders, payments, delivery, returns/refunds, Website functionality, content, privacy, or other KUDLZ matters.

Grievance Officer: Mahesh Tripathi

Email: grievance@kudlz.pet

Postal address: 15, Evershine Millennium Paradise Sector 1, Thakur Village Road, Thakur Village, Kandivali, Mumbai, Maharashtra 400101

• Contact Customer Support via support@kudlz.pet
• For unresolved/formal complaints, contact the Grievance Officer.
• Provide name, contact details, order/ticket number, complaint details, dates and supporting documents/photos where relevant.

KUDLZ will acknowledge and process grievances within timelines required by applicable law. The current workflow and statutory timelines should be confirmed against the Consumer Protection (E-Commerce) Rules, 2020, and subsequent amendments before publication.

Where investigation or third-party information is required, resolution may require additional time; material delays will be communicated where appropriate.

Nothing in this Policy limits statutory consumer rights or remedies under Indian law.

Privacy and data complaints may be sent to grievance@kudlz.pet. Identity verification may be required for data-rights requests.

For suspected contamination, tampering, incorrect labeling, expiry or other safety concerns, stop using the product where appropriate, preserve packaging/batch details, and contact KUDLZ promptly. For urgent animal health concerns, seek veterinary care.

Users may request internal escalation. Nothing prevents a consumer from using statutory dispute resolution mechanisms available under applicable law.

KUDLZ will maintain appropriate grievance records and use complaint trends to improve service, subject to privacy and retention requirements.

The Consumer Protection (E-Commerce) Rules, 2020 apply to e-commerce entities and include grievance-redressal requirements. KUDLZ should confirm the current officer's details, display requirements, acknowledgement/resolution workflow and any amendments with legal counsel.