Rayba India values customer satisfaction and addresses all concerns in a fair, transparent, and timely manner through our comprehensive grievance redressal mechanism.
Our policy covers order issues, product quality concerns, delivery problems, payment disputes, website/app functionality, customer service experiences, privacy concerns, and any service-related matters.
We encourage customers to reach out with any concerns. Every feedback helps us improve services and enhance customer experience.
Online Channels: Log into your account and navigate to "Help" or "Customer Support" to raise tickets by category.
Email Support: Send detailed emails to dedicated support addresses:
Phone Support: 782 205 0771
Please provide: registered email/phone number, order number (if applicable), detailed issue description, relevant screenshots/photos, preferred communication method, and previous reference numbers if any.
More detailed information helps us better understand and address your concern.
Order and Delivery Issues: Delayed/damaged/missing/incorrect deliveries. Acknowledgment: 24 hours, Resolution: 3-5 business days.
Payment and Billing: Payment failures, incorrect charges, refund delays. Acknowledgment: 24 hours, Resolution: 5-7 business days.
Product Quality: Quality, defects, performance issues investigated with suppliers. Acknowledgment: 24 hours, Resolution: 5-10 business days.
Technical Issues: Website/app problems addressed by technical team. Acknowledgment: 12 hours, Resolution: 2-3 business days.
Customer Service: Service quality concerns investigated thoroughly. Acknowledgment: 24 hours, Resolution: 3-5 business days.
Step 1 - Acknowledgment: Receive acknowledgment with unique ticket number for tracking within specified timeframe.
Step 2 - Investigation: Thorough investigation including record checks, partner coordination, supplier consultation, and system reviews.
Step 3 - Resolution: Implement appropriate solutions: refunds, replacements, store credits, compensatory benefits, or corrective measures.
Step 4 - Communication: Regular progress updates via preferred method with final resolution communication.
Step 5 - Follow-up: Post-resolution satisfaction check and feedback collection for service improvement.
If unsatisfied with initial resolution, request escalation involving senior manager review, detailed re-investigation, department head consultation, and enhanced solutions where appropriate.
For escalation: respond to resolution email, call customer service requesting escalation, or email escalation@raybaindia.com.
Appointed per IT Act 2000 and Consumer Protection (E-Commerce) Rules 2020 for complaints requiring senior management attention.
Grievance Officer Details:
Contact for complex issues, unresolved complaints after escalation, policy concerns, or matters requiring senior management intervention.
If unsatisfied with internal process, approach: National Consumer Helpline (1800-11-4000), Consumer Courts under Consumer Protection Act 2019, legal remedies per Indian law, and relevant regulatory authorities.
We encourage using our internal mechanism first but respect your right to seek external redressal if needed.
We analyze grievance patterns to improve products, services, processes, policies, website/app functionality, delivery systems, and customer service training.
We're committed to creating a customer-centric organization where every concern is an opportunity to serve you better.