GRIEVANCE REDRESSAL POLICY

1. Introduction

This Grievance Redressal Policy (“Policy”) outlines the mechanism adopted by First Remedy Pharmacies Private Limited (“Company”, “We”, “Us”, or “Our”) to address and resolve complaints or grievances raised by customers (“Consumer”, “You”, or “Your”) in relation to products or services purchased through our online pharmacy website (“Website”).

The Company is committed to ensuring fair, transparent, and timely resolution of all customer grievances in accordance with applicable laws and regulatory requirements.

2. Company Details

Legal Entity Name: First Remedy Pharmacies Private Limited
Registered Office: B/601, Swapn Residency, Near Pani Tanki, Yogi Chowk, Surat – 395003, Gujarat
Corporate Office: 2nd & 8th Floor, Tag Tower, Plot No. 17–18, Gurugram – 122015, Haryana
Website Name & URL: Generic Remedy – https://www.genericremedy.com
Nature of Business: Online Pharmacy / E-Commerce Healthcare Platform

Customers may contact us using the details provided below for any assistance or grievance.

3. Purpose of the Policy

The objectives of this Policy are to:

Provide a structured and transparent grievance redressal mechanism
Ensure prompt acknowledgment and resolution of customer complaints
Promote customer trust, satisfaction, and safety
Comply with the Consumer Protection Act, 2019, and applicable e-commerce rules

The Company endeavours to treat all Consumers fairly, courteously, and professionally at all times.

4. Grievance Redressal Mechanism

Customer satisfaction is our priority. Consumers may raise grievances related to products, prescriptions, deliveries, payments, or services through the following channels:

Email: care@genericremedy.com
Phone: +91 98175 10510
WhatsApp: +91 92177 88711
Website Support: https://www.genericremedy.com/pages/contact

Definition of Grievance

For this Policy, a “grievance” or “complaint” means any communication expressing dissatisfaction with respect to goods or services offered through the Website and seeking a resolution.

The following shall not be considered grievances:

Incomplete or vague communications
Suggestions or feedback are not seeking remedial action
Requests for general information, guidance, or clarification

5. Grievance Officer

The Company has appointed a Grievance Officer to address customer complaints in a time-bound manner.

Grievance Officer Details:

Name: Parmanand Jha
Email: parmanand.jha@firstremedy.in
Phone: +91 92117 11082
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM

Process

All grievances will be acknowledged within 48 hours of receipt
A unique ticket/reference number will be provided for tracking
Best efforts will be made to resolve complaints within 30 days from the date of receipt

6. Closure of Grievance

A grievance shall be considered resolved and closed if:

The Consumer confirms satisfaction with the resolution; or
The Consumer does not respond within 30 days of the Company’s final response

7. Escalation to Nodal Officer

If a Consumer is not satisfied with the resolution provided by the Grievance Officer, the matter may be escalated to the Nodal Officer, appointed in compliance with the Consumer Protection (E-Commerce) Rules, 2020.

Nodal Officer Details:

Name: Alok Tiwari
Email: procurement@firstremedy.in
Phone: +91 90333 02479

The Company will respond to escalated grievances within 7 business days.

8. Working Hours

Customer support and grievance channels are operational from:
Monday to Saturday – 10:00 AM to 7:00 PM (Excluding public holidays)

9. Information Requests

Before placing an order, Consumers may request the following information:

Principal place of business and branch addresses
Website ownership and seller details
Official email address and contact information
Any other information required for effective dispute resolution

10. Policy Updates

The Company reserves the right to modify or update this Policy at any time. Any changes will be published on the Website and shall be effective immediately upon posting.