CONTACT US & GRIEVANCE REDRESSAL POLICY

CONTACT US & GRIEVANCE REDRESSAL POLICY

Last Updated: July 8, 2026

At ELJAY NEXUS, operated by ELJAY-NX PRIVATE LIMITED (“Company”, “we”, “our”, or “us”), customer satisfaction is important to us. We are committed to responding to customer queries, resolving complaints fairly, and addressing grievances in a timely and transparent manner.

This Contact Us & Grievance Redressal Policy explains how you can contact us and how we handle complaints related to our Website, products, services, and customer experience.

1. Contact Information

For any enquiries, support requests, feedback, or complaints, please contact us using the details below:

Email: support@eljaynexus.com

Priority Email: eljaynexus@gmail.com

Customer support is available through email. We aim to respond to all enquiries as promptly as reasonably possible.

2. Grievance Officer

For complaints relating to your orders, personal information, website usage, or any other concerns, you may contact our designated Grievance Officer.

Grievance Officer

ELJAY NEXUS Support Team

Email: support@eljaynexus.com

3. Matters You May Contact Us About

You may contact us regarding:

  • Order status
  • Shipping or delivery issues
  • Damaged products
  • Return and refund requests
  • Account-related issues
  • Payment concerns
  • Website errors or technical problems
  • Privacy or data protection requests
  • Intellectual property concerns
  • Product information
  • General feedback or suggestions
  • Complaints regarding our services

4. Information to Include in Your Request

To help us resolve your enquiry efficiently, please include, where applicable:

  • Your full name
  • Email address used for the order or account
  • Mobile number
  • Order number
  • Date of purchase
  • Description of the issue
  • Photographs or videos (if relevant)
  • Any supporting documents or screenshots

Providing complete information may help us process your request more quickly.

5. Complaint Resolution Process

Once we receive your grievance:

  1. We will review the information provided.
  2. We may contact you if additional details are required.
  3. We will investigate the matter internally and, where necessary, coordinate with our logistics partners, payment providers, or other relevant service providers.
  4. We will communicate the outcome and any proposed resolution by email.

Each complaint is reviewed on its own merits, taking into account the facts and circumstances and applicable policies.

6. Response Time

We aim to:

  • Acknowledge receipt of your grievance within 2 business days.
  • Provide an initial update if additional investigation is required.
  • Resolve most complaints within 15 business days, although some matters may take longer depending on their complexity or the involvement of third parties.

If additional time is needed, we will inform you of the reason for the delay.

7. Customer Responsibilities

When contacting us, customers are expected to:

  • Provide accurate and complete information.
  • Communicate respectfully with our support team.
  • Submit genuine and truthful claims.
  • Respond promptly to requests for additional information.

We reserve the right to decline or close requests that are fraudulent, abusive, vexatious or unsupported by sufficient information.

8. Privacy of Complaints

Information shared with us while handling a complaint will be processed strictly in accordance with our Privacy Policy.

We will use the information only to investigate, respond to, and resolve your enquiry, unless otherwise required by law.

9. Policy Updates

We may update this Contact Us & Grievance Redressal Policy from time to time to reflect changes in our business practices, legal obligations, or customer support processes.

Any updates will become effective forthwith upon publication on our Website. The “Last Updated” date at the top of this Policy will indicate when changes were made.

10. Contact Us

If you have any questions about this Policy or wish to submit a grievance, please contact:

Grievance Officer: ELJAY NEXUS Support Team

Email: support@eljaynexus.com

We appreciate your feedback and will make reasonable efforts to resolve your concerns promptly and fairly.