Complaints & Dispute Resolution Policy

Last updated: August 19, 2025

Fairhand Home Appliances (“Fairhand,” “we,” “our,” “us”) is committed to fair, fast, and transparent resolution of concerns. This policy explains how to raise a complaint, how we investigate, resolution options (repair, replacement, refunds where applicable), escalation paths, timelines, and legal rights. Read this together with our Return & Refund Policy, Service & Warranty Policy, Delivery & Installation Policy, Shipping Policy, Payment Policy, Cancellation Policy, Customer Responsibility Policy, Privacy Policy, and Terms & Conditions. If a topic is covered by a more specific policy (e.g., DOA replacement), that policy controls for that topic.

By using our Services or making a purchase, you acknowledge that you have read and understood this Complaints & Dispute Resolution Policy.

1) Scope & Applicability

  • Applies to product, delivery/installation, service/warranty, billing/payment, and staff conduct complaints for orders within our serviceable areas (currently Delhi NCR).

  • Covers issues raised by customers, authorized representatives of customers, or lawful guardians (with verification).

  • Excludes spam/abusive submissions and matters outside our control (see Section 12).

2) What Counts as a Complaint?

Any written or verbal expression of dissatisfaction where a response or resolution is explicitly or implicitly expected, including:

  • DOA or early functional failure (see Return & Refund Policy)

  • Missed or delayed delivery/installation

  • Service delays or unresolved technical faults

  • Billing discrepancies, overcharges, duplicate payments

  • Alleged warranty denial contrary to policy

  • Conduct concerns (delivery/service staff)

  • Website or checkout problems affecting orders/payments

3) How to Raise a Complaint

Choose one channel—please keep the conversation on the same thread for speed:

  • Phone/WhatsApp: +91 8929 688 668

  • Email: support@fairhand.in (Subject: Complaint – Order #XXXX)

Include: order ID, name, contact number, a clear description, and photos/videos if relevant (e.g., appliance behavior, installation site).

Tip: If the unit fails at installation, ask the technician to record the observation and raise the ticket on your behalf immediately.

4) Acknowledgment & Timelines

  • Acknowledgment: within 48 working hours via your complaint channel.

  • Initial assessment & action plan: typically within 2–4 working days of acknowledgment.

  • Target resolution:

    • Operational issues (delivery/slotting, document errors): 2–5 working days

    • Technical service/warranty (parts/repair/replacement): 7–14 working days (subject to parts availability and scheduling)

    • Billing/refund (after approval): 7–10 working days for processing (bank timelines may vary)

Complex cases (e.g., rare parts, site feasibility constraints) can take longer; we’ll share revised timelines with reasons.

5) Our Investigation Process

  1. Intake & Verification: Confirm identity, order details, and scope of the issue.

  2. Evidence Collection: Technician notes, on-site inspection, QC logs, delivery proof, photos/videos you provide.

  3. Policy Mapping: Determine which policy applies (e.g., DOA, Warranty, Cancellation, Payment).

  4. Resolution Path: Repair, replacement, refund (where applicable), or operational remediation.

  5. Outcome Communication: Written summary with next steps, timelines, and responsibilities on both sides.

6) Resolution Options (Subject to Applicable Policy)

  • Repair under warranty: Functional defects in the warranty period are repaired free of cost.

  • Replacement: For DOA or non-repairable cases within the 7-day window, or as per warranty terms, we replace with an equal or better unit.

  • Refund: Uncommon (since we take payment after installation) but may apply in limited cases per Return & Refund Policy (e.g., prepaid order cancelled before dispatch; DOA with no replacement available in reasonable time; duplicate/overpayment).

  • Operational Remedies: Re-delivery/re-installation scheduling, accessory adjustments, training/demo repeat, documentation corrections.

  • Staff Conduct: Review, corrective action, and, if appropriate, a formal apology.

7) Communication Standards

  • We’ll communicate clearly and respectfully, sharing what we can do, what we cannot, and why.

  • You agree to communicate accurately and respectfully, and provide reasonable cooperation (access, availability, basic troubleshooting).

  • We may record key case notes and photos/videos of the appliance setup strictly for service quality and safety verification (see Privacy Policy).

8) Escalation Path (If You’re Unhappy with the Initial Handling)

  1. Level 1 – Support Team

    • Your initial complaint is handled by our frontline support and scheduling team.

  2. Level 2 – Senior Service Manager

    • If you’re unsatisfied with the Level 1 outcome or timelines, reply with “Escalation – Order #XXXX”.

    • A senior manager will review and respond typically within 2–3 working days.

  3. Level 3 – Management Review

    • For rare, unresolved cases, you can request a management review. We will share a written determination with references to the applicable policies and evidence on file.

9) Evidence & Verification

  • We may request date-stamped photos/videos, delivery notes, or payment proofs.

  • For technical issues, a technician inspection (in-person or video triage) is often necessary; refusing inspection may limit available remedies.

  • Evidence tampering (e.g., removing serial/QA labels) may void certain claims.

10) Special Cases & Feasibility Constraints

We will act fairly where constraints are outside your control (e.g., society entry rules, service-lift breakdowns, extreme weather). Options may include alternate slots, additional manpower/equipment (if safe), model swaps for size feasibility, or, if none are practical within a reasonable timeframe, cancellation/refund of any prepaid amount. See Delivery & Installation and Cancellation policies for details.

11) What Is Outside Scope

  • Change of mind after delivery/installation.

  • Cosmetic variations common to refurbished goods that don’t affect function.

  • Issues caused by site conditions (low water pressure, faulty drains, unstable power) or unauthorized repairs—see Customer Responsibility and Service & Warranty policies.

  • Complaints filed without sufficient information or cooperation for verification.

12) Fair Use & Safety

  • We maintain a zero-tolerance stance on abusive language, threats, or unsafe conditions for our staff.

  • If a situation is unsafe, our team may pause the visit and reschedule with proper safeguards.

  • Repeated bad-faith complaints or attempts to misuse policies may lead to account restrictions.

13) Data Privacy & Confidentiality

  • Complaint data (your messages, photos, videos, service notes) is handled under our Privacy Policy.

  • We share details only with personnel and service partners who need them to resolve your case or as required by law.

14) Alternative Dispute Resolution & Legal Rights

  • We encourage amicable resolution first.

  • If unresolved after Level 3, you may pursue remedies available under applicable consumer protection laws.

  • Any legal proceedings shall be subject to the jurisdiction of the courts in New Delhi, India (see Terms & Conditions).

  • Nothing in this policy limits your rights under applicable law.

15) Timelines Recap

  • Acknowledge: within 48 working hours

  • Action plan: within 2–4 working days

  • Target resolution: 2–5 working days (operational) / 7–14 working days (technical/service)

  • Refund processing (if approved): 7–10 working days (bank times may vary)

16) Relationship to Other Policies

  • DOA/replacements/refunds: Return & Refund Policy

  • Warranty repairs & exclusions: Service & Warranty Policy

  • Delivery/installation schedules & constraints: Delivery & Installation Policy & Shipping Policy

  • Payments, advances & chargebacks: Payment Policy

  • Cancellations & pre-dispatch refunds: Cancellation Policy

  • Site behavior & use: Terms of Use

  • Legal framework & liability limits: Terms & Conditions

  • Personal data handling: Privacy Policy

17) Changes to This Policy

We may update this policy to reflect operational, legal, or regulatory changes. Updates will be posted here with a revised “Last updated” date and apply prospectively.

18) Contact (Grievances & Escalations)

For complaints, escalations, or dispute-related queries:
📧 support@fairhand.in
📞 +91 8929 688 668