Website: https://purevedas.in
Pureveda (“Pureveda”, “Company”, “We”, “Our”) is committed to maintaining the highest standards of customer satisfaction, distributor support, ethical business practices, and regulatory compliance.
The purpose of this Grievance Redressal Policy is to establish a transparent, fair, and effective mechanism for receiving, addressing, and resolving grievances raised by customers, Independent Distributors, employees, business partners, logistics partners, and members of the public.
The Company is committed to resolving complaints in a timely, efficient, and unbiased manner.
The objectives of this Policy are:
To provide an effective grievance handling mechanism.
To ensure prompt resolution of complaints.
To safeguard consumer interests.
To promote transparency and accountability.
To improve customer and distributor satisfaction.
To comply with the Consumer Protection (Direct Selling) Rules, 2021.
This Policy applies to:
Customers
Consumers
Independent Distributors
Sales Leaders
Employees
Stockists
Logistics & Distribution Partners
Vendors
Members of the General Public
who interact with Pureveda.
This Policy is governed by:
Consumer Protection Act, 2019
Consumer Protection (Direct Selling) Rules, 2021
Consumer Protection (E-Commerce) Rules, 2020
Information Technology Act, 2000
Applicable Data Protection and Privacy Laws
Other applicable laws and regulations
Means Pureveda.
Means any customer, consumer, distributor, employee, vendor, partner, or member of the public submitting a grievance.
Means any complaint, concern, dissatisfaction, dispute, issue, suggestion, or feedback relating to the Company’s products, services, distributor network, business operations, website, compensation plan, customer service, or any other business activity.
Means the officer appointed by the Company to receive, investigate, monitor, and resolve grievances.
Means the officer appointed by the Company to review escalated grievances that remain unresolved.
The grievance escalation hierarchy shall be:
Grievance Redressal Officer (GRO)
↓
Nodal Officer
↓
Management / Compliance Committee
The decision of the Management shall be final and binding.
The following persons may file a grievance:
Customers
Consumers
Independent Distributors
Employees
Business Partners
Vendors
Logistics Partners
Members of the Public
A grievance may be submitted through any of the following channels:
+91 81600 91274
Pureveda
India
Written Letter
Customer Support Desk
Distributor Support Team
Direct Submission to Company Office
Product quality issues
Product damage
Delivery delays
Incorrect product received
Refund issues
Payment issues
Website issues
Customer support issues
Data privacy concerns
Sales-related disputes
Incentive disputes
Commission-related issues
Product availability concerns
Delivery issues
Website login issues
Business support concerns
Training and operational issues
Refund and replacement matters
Compliance-related concerns
Workplace concerns
HR-related matters
Payroll issues
Work environment concerns
Operational issues
Internal policy disputes
Misleading advertisements
Ethical concerns
Compliance concerns
Public complaints regarding Company activities
Upon receiving a complaint:
The complaint shall be logged in the grievance management system.
A unique complaint reference number shall be generated.
The Company shall acknowledge receipt of the grievance within:
48 Hours
The acknowledgement shall include:
Complaint reference number
Date of receipt
Expected resolution timeline
The Grievance Redressal Officer shall:
Review the complaint.
Verify supporting information.
Coordinate with relevant departments.
Conduct necessary investigations.
The Company shall make reasonable efforts to resolve grievances within:
20 Days
from the date of receipt of the complaint.
The complainant shall be informed regarding:
Action taken
Resolution provided
Closure status
through email, phone, SMS, or other appropriate communication channels.
If the complainant is dissatisfied with the resolution provided by the Grievance Redressal Officer, the complaint may be escalated to the Nodal Officer within:
5 Days
from receipt of the resolution.
The Nodal Officer shall review and provide a decision within:
10 Days
of receiving the escalation.
If still unresolved, the matter may be referred to the Management / Compliance Committee for final review.
In exceptional circumstances where a complaint cannot be resolved within the prescribed timeline:
The complainant shall be informed about the delay.
Reasons for delay shall be communicated.
Revised resolution timeline shall be provided.
The Company shall make every reasonable effort to resolve grievances within 30 days.
The grievance mechanism shall not be used for:
False allegations
Malicious complaints
Fraudulent claims
Harassment of Company personnel
Any knowingly false complaint may result in appropriate action as permitted by law.
However, no action shall be taken against a complainant who raises a genuine concern in good faith.
All grievances shall be handled with strict confidentiality.
Information shall only be disclosed:
For investigation purposes.
To comply with legal obligations.
To authorized Company personnel.
The Company shall maintain records of:
Complaints received
Investigations conducted
Actions taken
Resolution status
Escalations and outcomes
for regulatory and compliance purposes.
This Policy shall be reviewed periodically and may be amended by Pureveda from time to time.
The latest version published on the Company’s website shall prevail.
Pureveda
+91 81600 91274
India
Pureveda
“Pure Wellness. Trusted Living.”
Pureveda — Please read before proceeding
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