At Mettur Food Factory, we are committed to providing the highest quality food products and exceptional service. We understand that issues may occasionally arise, and we have established this structured Grievance Redressal Policy to resolve customer concerns fairly and promptly in accordance with the Consumer Protection (E-Commerce) Rules of India.

1. Categories of Grievances Handled

We address concerns regarding the following, provided the request is authentic and falls within our operational capacity:

Product Issues: Damaged goods, expired products, or incorrect items delivered.

Quantity Discrepancies: Wrong weight or missing items in the package.

Payment & Refunds: Failed transactions, double-billing, or pending refund status.

Service Issues: Delivery delays or unprofessional courier behavior.

3. How to Raise a Complaint

To ensure a swift resolution, please reach out during our working hours: 9:30 AM to 6:30 PM (Mon - Sat).

Steps to File:

Contact Us: Send an email to metturfoodfactory@outlook.com or a WhatsApp message to 9080443647 mentioning your order ID.

Provide Details: You must include your Order ID and a clear description of the issue.

Submit Evidence: For physical issues (damage/wrong item/quantity), authenticity is verified through unboxing / unpacking videos. Please attach these to your initial message.

4. Resolution Timeline

Acknowledgement: Your complaint will be formally acknowledged within 48 hours of receipt.

Final Resolution: We aim to provide a final resolution within 7 working days. This resolution is considered final based on the internal investigation and evidence provided.

5. Authenticity Clause

Grievances are processed based on the authenticity of the request. Mettur Food Factory reserves the right to reject grievances if the evidence provided is insufficient, tampered with, or if the request falls outside our control (such as incorrect address provided by the customer).