At “RARE RHINO CLUB”, we value every customer interaction and are committed to providing a transparent and responsive process for resolving questions, complaints and concerns relating to our products, orders and services.
This Grievance Redressal Policy explains how you can raise a complaint with us and how we will handle it.
1. PURPOSE
The purpose of this Policy is to provide customers with a clear and accessible mechanism to raise grievances relating to:
- Products purchased from RARE RHINO CLUB
- Orders and payments
- Shipping and delivery
- Exchange requests
- Damaged, defective or incorrect products
- Customer service
- Website-related issues
- Privacy and personal-data concerns
- Any other matter relating to our website, products or services
2. HOW TO RAISE A GRIEVANCE
Customers may submit a grievance through the following channels:
Email:** [official support email]
Phone / WhatsApp:** [official contact number]
Website:** [Contact Us / Grievance form link]
To help us process your complaint efficiently, please include:
- Full name
- Order number, if applicable
- Registered mobile number or email address
- Nature of the grievance
- Relevant product details
- Supporting photographs, videos or documents, where applicable
- Any previous communication relating to the issue
3. GRIEVANCE OFFICER
In accordance with applicable requirements, RARE RHINO CLUB will provide the details of its designated Grievance Officer on this page.
Grievance Officer:** [Full Name]
Designation:** Grievance Officer
Email:** [Official grievance email]
Phone:** [Official phone number]
Address:** [Registered business address]
The above contact details should be kept current on the website.
4. ACKNOWLEDGEMENT OF COMPLAINT
Upon receiving a grievance, RARE RHINO CLUB will acknowledge receipt of the complaint within “48 hours”, subject to applicable law and the information provided being sufficient to identify the complaint. ([Consumer Affairs][1])
Where appropriate, we may provide a complaint/reference number so that the status of the grievance can be tracked.
5. GRIEVANCE RESOLUTION
RARE RHINO CLUB will make reasonable efforts to investigate and resolve grievances promptly.
Under the applicable Consumer Protection (E-Commerce) framework, the grievance officer is required to redress consumer complaints within “one month from receipt of the complaint”. ([Consumer Affairs][1])
The actual resolution period may vary depending on the nature and complexity of the matter.
6. ORDER & PRODUCT-RELATED GRIEVANCES
For complaints relating to an order or product, our team may request additional information such as:
- Order confirmation
- Invoice
- Product photographs
- Packaging photographs
- Unboxing video, where available
- Shipping/tracking information
- Details of the issue
This information helps us investigate the matter and determine the appropriate resolution.
7. EXCHANGE-RELATED GRIEVANCES
RARE RHINO CLUB follows an “Exchange Only” policy.
Eligible exchange requests must generally be raised within “48 hours of delivery”, subject to the applicable Exchange Policy and mandatory rights under applicable law.
For complete eligibility conditions, please refer to:
8. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If you receive a damaged, defective or incorrect product, please contact us as soon as possible.
We recommend providing photographs/videos of:
- Outer packaging
- Shipping label
- Product
- Product tags
- Any visible damage or defect
Our team will review the complaint and provide an appropriate resolution where applicable.
9. PRIVACY & PERSONAL DATA GRIEVANCES
If your grievance relates to the processing of your personal data, you may raise the matter through the designated contact details provided in our Privacy Policy.
The Digital Personal Data Protection Act, 2023 provides a Data Principal with a right to readily available grievance redressal in relation to a Data Fiduciary's obligations and the exercise of applicable data rights. ([MeitY][2])
10. FALSE OR FRIVOLOUS COMPLAINTS
Customers are requested to provide accurate and genuine information while submitting a grievance.
RARE RHINO CLUB reserves the right to request reasonable supporting information where necessary to investigate a complaint.
Nothing in this section is intended to restrict any genuine consumer right or remedy available under applicable law.
11. ESCALATION
If you are not satisfied with the response provided by our customer support team, you may escalate the matter to the **Grievance Officer** using the contact details published above.
When escalating a matter, please include your previous complaint/reference number and relevant correspondence so that the issue can be reviewed efficiently.
12. CONSUMER RIGHTS
Nothing in this Grievance Redressal Policy is intended to limit, waive or exclude any rights or remedies available to consumers under applicable Indian law.
This Policy should be read together with our:
- Terms & Conditions
- Shipping Policy
- Exchange Policy
- Privacy Policy
13. POLICY UPDATES
RARE RHINO CLUB may update this Grievance Redressal Policy from time to time to reflect changes in our practices, services or applicable legal requirements.
Any updated version will be published on this page with the revised “Last Updated” date.