? IKING.IN – CUSTOMER SUPPORT & GRIEVANCE POLICY (2026)

1. Introduction

This Customer Support & Grievance Policy (“Policy”) governs all support services provided on iking.in, operated by IKING Retail Private Limited (“Company”, “Platform”).

By using the platform, users agree to comply with this policy.

⚠️ IKING reserves the right to update or modify this policy at any time without prior notice.

2. Scope of Support

IKING provides support for:

• Order-related queries

• Returns, refunds, and cancellations

• Payment-related concerns

• Account-related issues

IKING acts as a marketplace intermediary and may redirect certain queries to respective sellers.

3. Support Channels

Customers can reach IKING via:

• Email support

• Website contact form

• Customer dashboard/ticket system

? As per Indian e-commerce rules, platforms must provide accessible grievance channels.

4. Support Timelines

• Initial response: 24–48 working hours

• Resolution timeline: 3–7 working days (depending on issue complexity)

⚠️ Timelines are indicative and may vary.

IKING does NOT guarantee immediate resolution.

5. Grievance Redressal Mechanism

IKING provides a structured grievance system, including:

• Ticket generation

• Issue tracking

• Escalation mechanism

A Grievance Officer will be appointed as per legal requirements.

Resolution will be processed within reasonable timeframes as per applicable laws.

6. Customer Responsibilities

Customers must:

• Provide accurate information

• Share required proof (images/videos/invoices)

• Cooperate during investigations

❗ Failure to provide sufficient proof may result in rejection of claims

7. Verification & Investigation Rights

IKING reserves full rights to:

• Verify customer claims

• Request additional documents or evidence

• Conduct internal investigations

⚠️ IKING’s decision shall be final and binding

8. Limitations of Support

IKING support DOES NOT cover:

• Issues caused by customer misuse

• Third-party service failures beyond control

• Minor product variations (color, size, etc.)

• Delays due to logistics partners

9. Abuse of Support Services

Strict action will be taken against:

• False complaints

• Repeated unnecessary requests

• Abusive or threatening behavior

IKING reserves the right to:

• Restrict or block support access

• Suspend user accounts

• Take legal action

10. Seller-Related Complaints

• IKING may act as a mediator between the customer and seller

• Final resolution may depend on seller verification

IKING is NOT directly liable for:

• Product defects

• Seller misconduct

? This aligns with marketplace intermediary provisions under Indian law

11. Communication Policy

• All communication must be professional

• IKING may record/store conversations for quality and legal purposes

Customers agree to receive communication via:

• Email

• SMS

• Calls

12. Data Protection

• Customer data will be handled securely

• Shared only when required for issue resolution

IKING complies with applicable data protection regulations.

13. Force Majeure

Support delays may occur due to:

• Natural disasters

• Technical failures

• Government restrictions

IKING shall not be held liable in such cases.

14. Limitation of Liability

IKING shall NOT be liable for:

• Indirect or consequential losses

• Business interruption

• Delayed responses beyond control

15. Policy Enforcement

IKING reserves absolute rights to:

• Interpret this policy

• Modify support processes

• Deny service in justified cases

16. Governing Law & Jurisdiction

• Governed by Indian laws

• Jurisdiction: Delhi Courts