Customer Complaint & Grievance Redressal Policy

1. Purpose

At ixan+, we are committed to delivering high-quality products and ensuring customer satisfaction across all sales channels. This policy outlines the process for receiving, addressing, investigating, and resolving customer complaints related to ixan+ products sold through online and offline platforms.

2. Scope

This policy applies to all customer complaints related to ixan+ products purchased through online and offline channels including e-commerce platforms, hospitals, clinics, pharmacies and stockists.

3. Types of Complaints Covered

Complaints may include product damage, incorrect product received, missing items, packaging defects, labelling concerns, product quality concerns, delivery-related issues, product performance concerns, expiry-related issues, adverse reactions, and billing concerns.

4. Complaint Registration Channels

Customers may contact ixan+ customer support through email, phone, website contact forms, e-commerce portals, sales representatives, hospitals, clinics, or social media communication channels.

5. Complaint Handling Process

All complaints shall be recorded with relevant product and purchase details. Complaints will be acknowledged within 48-72 working hours and investigated by the concerned department. Appropriate corrective action, replacement, refund, or resolution shall be provided based on the investigation outcome.

6. Product Return Guidelines

Customers may be requested to retain the product packaging, invoice, batch details, and remaining product quantity for investigation and replacement purposes.

7. Adverse Event & Safety Reporting

Customers experiencing unexpected adverse reactions are advised to discontinue use and consult a healthcare professional immediately while reporting the concern to ixan+ customer support channels.

8. Confidentiality

All customer information and complaint details shall be treated confidentially and used only for investigation, regulatory compliance, and quality improvement purposes.

9. Continuous Improvement

All complaints shall be periodically reviewed to identify recurring issues and improve product quality, packaging, logistics, and customer experience.

10. Grievance Escalation Matrix

• Level 1: Marketing/Customer Support Team: Within 48-72hrs
• Level 2: Quality Assurance Team: Within 5-7 working days
• Level 3: Management/Compliance Team: Based on complaint severity

11. Disclaimer

ixan+ is a nutraceutical supplement intended to support overall wellness and should be used as directed on the label or as advised by a healthcare professional. Individual responses may vary.

12. Customer Support Details

Email: customercare@farmfreshbioworks.com

Phone: 7625095303

Address: FF Bioworks (India) Pvt. Ltd. 23, 17th Main Rd, HAL 2nd Stage, Bengaluru, Karnataka 560008