Grievance Redressal Mechanism

At CASETiNO India, we value our customers and are committed to resolving any issues you may face in a timely and efficient manner. If you have any grievances related to our products, services, or any aspect of your shopping experience, we are here to assist you.

Step 1: Contact Customer Support

If you encounter any issues, we encourage you to first reach out to our Customer Support team. You can contact us through the following channels:

Monday to Saturday | 10:00AM - 5:00PM IST

• Email: care@casetino.in
• Phone: +91 86992 94279
• WhatsApp Chat: Available on our website 

Our customer support team is trained to handle most queries and complaints. They will provide you with a ticket number and work towards resolving the issue at the earliest.

Step 2: Escalation to Grievance Officer

If you are not satisfied with the resolution provided by our customer support team, or if your issue remains unresolved after 10 days, you can escalate your concern to our Grievance Officer.

• Grievance Officer: Vinod Kumar
• Email: vinodkumar@casetino.in
• Phone: +91 95011 17873
• Office Address: Casetino Retail Private Limited  8,9 RSD Enclave, Gurdaspur 143519
• Working Hours: Monday to Saturday | 10:00AM - 5:00PM IST

Please include the following details when contacting the Grievance Officer:

• Full Name
• Order Number or Reference ID
• Contact Information (Email/Phone)
• A detailed description of the issue
• Previous interaction details, if any

The Grievance Officer will acknowledge receipt of your complaint within 2 working days and aim to resolve the issue within 5 working days.

Step 3: External Resolution

In the unlikely event that your grievance remains unresolved after escalation, you have the right to seek external redressal. You may approach:

• Consumer Courts/Forums: You can file a complaint with the consumer protection forums under applicable laws.
• Legal Recourse: You may pursue other legal remedies available to you under the law.

Our Commitment

We take every grievance seriously and work diligently to resolve it. Our goal is to address your concerns in a transparent, fair, and prompt manner. Your satisfaction is our top priority.

Response Times

• Initial Acknowledgment: Within 2 business days.
• Resolution: Within 5 business days from acknowledgment, depending on the complexity of the issue.

Frequently Asked Questions (FAQs)

1. How soon will my grievance be resolved?
   We aim to resolve most grievances within 5 business days, but it may take longer if the issue is complex.

2. Can I escalate a complaint directly to the Grievance Officer?
   It’s advisable to first contact customer support for a quicker resolution. If you’re unsatisfied, you can then escalate to the Grievance Officer.

3. What should I do if I don’t get a response from customer support?
   If you don't hear back from our support team within 3 days, please escalate the issue directly to the Grievance Officer.