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Grievance Redressal Policy

Last Updated

July 2025

Introduction

This Grievance Redressal Policy (the "Policy") sets out Sai IndiaDrugMart (PVT) LTD.’s (the "Company" or "India Drug Mart" or "We" or "Us") policy towards redressing grievances raised by consumers purchasing goods and services from the Company’s website ("Consumer" or "You").

Company Details

  • Legal Entity Name: Sai IndiaDrugMart (PVT) LTD.
  • Registered Office: Bangalore UB City, Level 14 & 15, Concorde Towers, UB City, 1 Vittal Mallya Road, Bangalore, Karnataka. 560001 India
  • Website: www.indiadrugmart.com
  • Platform: E-Commerce Healthcare Technology Platform

Purpose of the Policy

  • To address any Consumer complaints or issues through a well-defined and proper mechanism to ensure maximum consumer satisfaction.
  • To ensure Consumers are treated fairly at all times, and the Company undertakes its best efforts to deal with any Consumer grievance promptly, efficiently, and with courtesy.

Grievance Redressal Mechanism

Customer centricity is our top priority. We welcome feedback to help us improve. You may contact us through our chat support or email, and we will be glad to assist you.

  • “Grievance” or “complaint” includes any communication from the Consumer expressing dissatisfaction with products or services and seeking remedial action, but does not include:
    • Complaints that are incomplete or not specific in nature
    • Communications offering suggestions
    • Communications seeking guidance or explanation

We address grievances in a time-bound manner. India Drug Mart has designated a Grievance Officer responsible for consumer grievance redressal. You can contact our Grievance Officer through the details below.

Once a complaint is filed, you will receive an acknowledgment within 48 hours and a unique ID for tracking. Grievances will be addressed within 1 month from the date of receipt.

A grievance will be considered disposed of and closed if:

  • The complainant has communicated acceptance of the response
  • The complainant has not responded within 30 days of the written response and has not raised any further grievance on the same subject

Contact numbers are operational Monday to Saturday, 10:00 AM to 7:00 PM. Please follow the IVR options.

Information Requests

Before purchasing any goods or services, you may request the following information about the seller:

  • Principal geographic address of headquarters and all branches
  • Name and details of the website
  • Email address
  • Any other information necessary for effective dispute resolution

Contact Information

For any grievance or escalation, please contact us at idm@indiadrugmart.com.