GRIEVANCE REDRESSAL MECHANISM POLICY

At Mahina, a brand operated by Eicher Goodearth Private Limited ("Company", "we", "our" or "us"), we are committed to providing high-quality reusable period care products and ensuring Customer ("you", "your" or "yourself") satisfaction at every stage. We recognise the importance of a transparent and effective grievance redressal mechanism to address any concerns that may arise. This Grievance Redressal Mechanism Policy ("Policy") outlines the structured process for lodging, addressing, and resolving grievances in a fair and timely manner, in compliance the Consumer Protection (E-Commerce) Rules, 2020.

 Definitions
For the purpose of this Policy, the following terms shall have the meanings assigned to them below:
 
1. Company: Refers to Eicher Goodearth Private Limited, operating the brand Mahina.
2. Complaint: Any written or electronic communication submitted by a Customer regarding issues related to Product quality, delivery, payment, or any other concern arising from the use of the Company's Website or Services.
3. Customer: Any natural or legal person who places an order on our Website, either for themselves or on behalf of another person or entity.
4. Grievance Officer: The designated individual responsible for receiving, processing, and resolving Customer Complaints in accordance with this Policy, as required under the Consumer Protection (E-Commerce) Rules, 2020.
5. Order: The purchase request submitted by the Customer through the Website.
6. Product: Refers to the reusable period care products offered and listed on the Website, including period panties, daily panty liners, and related accessories.
7. Services: The sale, delivery, and related services offered for our Products.
8. Website: Refers to the online platform of the Company, accessible at www.mahina.co.

2.  Scope and Purpose
This Policy applies to all orders placed on our Website and is designed to offer a prompt, transparent, and fair process for addressing any issues related to Product quality, delivery, payment, or Customer services. It applies to all transactions and interactions between the Company and its Customers on or through the Website. We are dedicated to ensuring that every Complaint is handled efficiently and impartially, thereby upholding high standards of Customer satisfaction.

3.  Types of Grievances Covered
Customers may raise grievances relating to the following:
 3.1 Product quality, manufacturing defects, or damage upon delivery
 3.2 Wrong product, wrong size, or wrong variant delivered
 3.3 Order not received or delayed beyond the committed delivery date
 3.4 Issues with payment, including double charges or failed transactions
 3.5 Refund not received within the stated timeframe
 3.6 Any other concern related to purchases made on the Website

4.  Grievance Redressal Process
We place great importance on Customer feedback and are committed to resolving any concerns you may have. If you wish to register a Complaint, please contact us through any of the following channels:

4.1  Email
Send a detailed email to [care@mahina.co] with the subject line: "Grievance – [Your Order Number]".
4.2  Contact Form
Submit your Complaint through the contact form available at: www.mahina.co
4.3  Phone
Call us at [: +919205995271 ] during business hours (Monday to Saturday, 9:00 AM to 7:00 PM IST).
4.4  Written Communication
While registering a Complaint, the Customer is requested to provide the following information to enable prompt resolution:
 
• Full name and registered email address / phone number
• Order ID or invoice number relating to the Complaint
• A brief description of the issue along with supporting photographs or documents, wherever applicable

5.  Grievance Officer
As required under the Consumer Protection (E-Commerce) Rules, 2020, we have designated a Grievance Officer to handle all Customer Complaints. Once your Complaint is received, the Grievance Officer will acknowledge it within 48 (forty-eight) hours and assign a unique Ticket ID to facilitate tracking.

6.  Resolution and Closure of Complaints
After acknowledging your Complaint, we will work diligently to resolve your issue. Our team will keep you informed via email or telephone and may request additional information if necessary. The following timelines shall apply:

A Complaint shall be considered resolved once the Customer confirms that the solution meets their satisfaction, or if there is no response from the Customer within 7 (seven) days from the date of communication of the resolution. If additional information is required from the Customer but is not provided within 7 (seven) days of our request, the Complaint will be deemed closed.

7.  Integration with Other Policies
Any Complaint raised by you will be managed in accordance with all applicable laws and the Company's other policies available on our Website, including the Privacy Policy, Terms & Conditions, and Refund Policy. By placing an order or using our Services, you agree to be bound by this Policy and the aforementioned policies.

8.  Confidentiality
All information shared by the Customer in connection with a Complaint shall be treated as confidential and shall be used solely for the purpose of resolving the Complaint. We shall not disclose such information to any third party except to the extent required by applicable law or for the purpose of resolving the Complaint.

9.  Misuse of the Grievance Mechanism
We reserve the right to disregard or close any Complaint that is found to be frivolous, vexatious, or made in bad faith, including Complaints that are repetitive in nature and have already been resolved in accordance with this Policy. Misuse of the grievance mechanism may also result in appropriate action being taken in accordance with applicable law.

10.  Policy Review & Updates
This Policy shall be reviewed periodically and updated as required to remain compliant with applicable laws and regulations. The most current version of this Policy will always be available on our Website at www.mahina.co