Grievance Redressal

1. Introduction

At Add Soft Toys, customer satisfaction is extremely important to us. We are committed to addressing and resolving any complaints, concerns, or grievances raised by our customers in a timely, fair, and professional manner.

This Grievance Redressal Policy outlines the procedure customers may follow to report any issues related to orders, delivery, products, services, or overall experience with Add Soft Toys.

2. Customer Support – First Level Assistance

If a customer faces any issue related to an order, delivery, product quality, payment, return, exchange, refund, or service, they are encouraged to first contact our customer support team.

Customers may reach us through:

• Phone call

• WhatsApp

• Email

• Website contact form, if available

Our support team will make reasonable efforts to:

• Understand the customer’s concern

• Verify the issue

• Review order details

• Request supporting proof, if required

• Provide a suitable resolution as quickly as possible

3. Issues Covered Under This Policy

Customers may raise grievances related to:

• Order-related concerns

• Delayed delivery

• Wrong product received

• Damaged product received

• Missing item from order

• Payment-related issue

• Refund or cancellation concern

• Exchange or replacement request

• Product quality concern

• Poor customer service experience

• Website or technical issue

4. Escalation Process

If the issue is not resolved through customer support or the customer is not satisfied with the resolution provided, the matter may be escalated for further review.

Customers may escalate their grievance by sending a detailed email explaining the issue.

The email should include:

• Order number

• Registered phone number

• Customer name

• Date of order

• Description of the issue

• Photos or videos, if applicable

• Unboxing video, if the complaint is related to damaged, missing, or wrong product

• Any previous communication with customer support

5. Grievance Officer

For unresolved complaints or escalated grievances, customers may contact:

Mr. Anshul Goyal
Founder / CEO – Add Soft Toys

Email: info@addsofttoys.com

Customers are requested to include all relevant details so that the grievance can be reviewed properly and resolved in a fair manner.

6. Resolution Timeline

Once a grievance is received, Add Soft Toys will review the matter and aim to respond within a reasonable timeframe.

The resolution timeline may vary depending on:

• Nature of the complaint

• Complexity of the issue

• Availability of order details

• Verification of supporting proof

• Courier or delivery partner response

• Payment gateway or bank processing time

Our team will make sincere efforts to provide a fair and appropriate resolution as soon as possible.

7. Fair Resolution Commitment

Add Soft Toys is committed to handling all customer grievances professionally and transparently.

Each complaint will be reviewed carefully to ensure that customers receive proper assistance and solutions where applicable.

Depending on the case, Add Soft Toys may offer:

• Clarification

• Replacement

• Exchange

• Refund, if applicable

• Store credit

• Coupon or partial compensation

• Other suitable resolution as decided by management

All final decisions will be taken after proper review and verification.

8. Customer Responsibility

To help us resolve complaints quickly, customers are requested to:

• Provide accurate order details

• Share correct contact information

• Submit valid proof when required

• Raise complaints within the allowed time period

• Cooperate with the support team during verification

• Avoid submitting false, misleading, or fraudulent claims

Claims without proper information or supporting proof may take longer to process or may not be considered.

9. Fraudulent or Misleading Complaints

Add Soft Toys reserves the right to reject complaints or claims that appear to be:

• False

• Misleading

• Fraudulent

• Repeated unnecessarily

• Unsupported by valid proof

• Submitted with edited or unclear evidence

Accounts involved in repeated misuse of the grievance or claim process may be restricted, blocked, or subject to legal action, if required.

10. Policy Updates

Add Soft Toys reserves the right to update, modify, or change this Grievance Redressal Policy at any time without prior notice.

Customers are encouraged to review this page periodically for any updates.