1. Introduction
At Vitabowl, customer trust and satisfaction are important to us. We are committed to
addressing complaints, concerns, and grievances in a fair, transparent, and timely manner.
This Grievance Redressal Policy explains how customers can raise concerns relating to
products, orders, services, website usage, privacy, or other matters connected with
Vitabowl and Lorfin Lifescience Private Limited.
2. Who Can Raise a Grievance?
Any customer or visitor may contact us regarding a grievance or complaint relating to
the Website, products, services, orders, payments, privacy, or other interactions with Vitabowl.
We encourage customers to first contact our Customer Support team so that concerns can
often be resolved at the earliest stage.
3. Matters That May Be Raised
Customers may raise grievances relating to matters including:
Orders, shipping, or delivery issues.
Damaged, incorrect, or missing products.
Returns, refunds, or cancellation-related concerns.
Product quality or packaging concerns.
Website functionality or account-related issues.
Privacy or data-protection related concerns.
Complaints regarding customer support interactions.
Any other grievance relating to Vitabowl products or services.
4. Step 1 — Contact Customer Support
For most concerns, customers should first contact our Customer Support team.
Customer Support
[email protected]
+91 99097 62089
Support Hours
Monday – Saturday
10:00 AM – 06:00 PM (IST)
When you email our Customer Support team, you will receive an automated acknowledgement
confirming that we have received your message. Our team will review your request and
respond during our support hours.
5. Escalation Process
If your concern is not resolved through Customer Support, you may escalate the matter
through the escalation levels published on our Contact page.
Escalations should include your original complaint reference, order details where
applicable, and any previous communication relating to the issue.
Our escalation process is intended to ensure that unresolved matters receive review by
the appropriate level of responsibility within Lorfin Lifescience Private Limited.
6. Grievance Officer
If your grievance remains unresolved after following the customer support and escalation
process, you may contact our designated Grievance Officer.
Name:
Suresh Patel
Designation:
Managing Director & Grievance Officer
Company:
Lorfin Lifescience Private Limited
Email:
[email protected]
Registered Office:
A-06, Akshardham Industrial Estate, Phase - IV, Vatva GIDC,
Ahmedabad, Gujarat - 382445
7. Information to Include in a Grievance
To help us review your grievance efficiently, please include:
Full name.
Email address and mobile number associated with your order or account.
Order number, if applicable.
Description of the grievance.
Relevant dates and supporting information.
Supporting photographs, videos, invoices, or other documents where applicable.
8. How We Review Grievances
Each grievance is reviewed based on the information provided, applicable records,
order history, fulfilment information, and other relevant details where necessary.
Depending on the nature of the grievance, we may contact you for additional
information or supporting documentation before determining an appropriate resolution.
Our objective is to provide a fair and reasonable resolution consistent with our
policies and applicable law.
9. Possible Resolution Outcomes
Depending on the circumstances, a grievance may be resolved through:
Clarification or explanation.
Replacement of an eligible product.
Refund where applicable.
Correction of an order or account issue.
Further review by the appropriate internal team.
Any other resolution considered appropriate under the applicable circumstances.
10. Response Timelines
Customers will receive an acknowledgement after contacting our Customer Support team
by email.
We aim to review grievances and provide updates within a reasonable period depending
on the nature, complexity, and information available for the grievance.
Some grievances may require additional investigation, verification, or coordination
with logistics, payment providers, manufacturing partners, or other service providers,
which may affect the overall resolution timeline.
11. Privacy of Grievance Information
Information submitted as part of a grievance may be processed for the purpose of
investigating, responding to, and resolving the grievance.
Such information will be handled in accordance with our Privacy Policy and applicable
legal requirements.
We may retain grievance records where reasonably necessary for compliance,
operational, or legal purposes.
12. Contact Us
If you have a grievance or require assistance regarding this policy, you may contact:
Customer Support
[email protected]
+91 99097 62089
Grievance Officer
Lorfin Lifescience Private Limited
[email protected]
A-06, Akshardham Industrial Estate, Phase - IV, Vatva GIDC,
Ahmedabad, Gujarat - 382445
