Effective Date: 17th April 2026
Last Updated: 17th April 2026
This Customer Support & Grievance Redressal Policy explains how VAIDHUT ENTERPRISES (“Vaidhut”, “we”, “us”, or “our”) handles customer support requests, complaints, grievances, and escalation matters relating to orders, products, payments, delivery, returns, refunds, warranty, privacy, and website use.
By using our website or placing an order with Vaidhut, you agree to this policy along with our Terms & Conditions and other applicable website policies.
1. Business Information
Legal Name: VAIDHUT ENTERPRISES
Brand Name: Vaidhut
Business Type: Partnership
Registered Address: RS 9, Maheshwar Park Society, Parvat Gam, Surat, Gujarat, 395010, India
Customer Support Email: support@vaidhut.com
Legal Notices Email: sales@vaidhut.com
Phone: +91 93286 15904
Support Hours: 9:15 AM to 6:15 PM, Monday to Saturday
2. Customer Support Contact
Customers may contact Vaidhut for support related to:
- order status
- shipping and delivery
- payment-related concerns
- return, refund, or replacement requests
- warranty and DOA claims
- product-related support queries
- account issues
- website usage issues
- privacy-related requests
- complaints or grievances
You may contact us through:
Email: support@vaidhut.com
Phone: +91 93286 15904
3. Grievance Officer / Nodal Support Contact
For formal complaints, escalation matters, or grievance-related issues, the following contact shall serve as the designated grievance contact for Vaidhut:
Name: Ishwar Mishra
Designation: Sales Support
Email: support@vaidhut.com
Phone: +91 93286 15904
This contact may be used for customer grievances relating to:
- delayed or disputed order handling
- refund or return complaints
- warranty and replacement disputes
- service dissatisfaction
- account or privacy-related concerns
- unresolved customer complaints
- website-related issues affecting customer rights or service experience
4. Support Hours
Our support team is generally available during the following hours:
Monday to Saturday
9:15 AM to 6:15 PM (IST)
Support requests received outside business hours, on Sundays, or on public holidays may be processed on the next working day.
5. How to Raise a Support Request
To help us assist you faster, please include relevant details when contacting support, such as:
- full name
- order number
- registered email address
- phone number
- product name
- issue description
- photos, video, invoice, or other supporting proof where applicable
Providing complete information helps us verify and resolve the issue more efficiently.
6. Support Response Time
Vaidhut aims to respond to customer support requests within 2 to 4 business days, depending on:
- the nature of the issue
- documentation provided
- order complexity
- volume of requests
- supplier or courier coordination requirements
Some issues may be resolved sooner, while more complex cases may take additional time.
7. Grievance Acknowledgment and Resolution
For formal grievances raised through the published grievance contact:
- we aim to acknowledge the complaint within a reasonable time after receipt
- we will review the complaint and seek to resolve it as promptly as reasonably possible
- resolution timelines may vary depending on the nature of the issue, the evidence required, involvement of third-party vendors, courier partners, payment gateways, or manufacturer-side verification
Where additional time is needed, we may request supporting information or inform the customer that the matter is under review.
8. Escalation Path
If a customer is not satisfied with the initial support response, the matter may be escalated by replying to the same support thread or writing to:
support@vaidhut.com
Please mention:
- original complaint reference
- order number
- summary of prior communication
- reason for escalation
We will make reasonable efforts to review escalated matters fairly and in good faith.
9. Types of Issues Covered
This policy applies to complaints and grievances relating to:
- non-receipt of product
- delay in shipping or delivery
- wrong item delivered
- damaged or tampered package
- missing items
- payment debited but order not confirmed
- return/refund disputes
- replacement or warranty support issues
- privacy-related concerns
- account access or account deletion requests
- coupon, offer, or pricing confusion
- website functionality affecting customer use
- dissatisfaction with service handling
10. Issues Not Covered as Formal Grievances
The following may not qualify as formal grievances unless linked to a valid customer-rights issue:
- general product consultation without order linkage
- requests for custom sourcing not accepted by us
- pricing negotiation requests
- dissatisfaction due to product incompatibility caused by incorrect customer selection
- issues arising from misuse, improper installation, or handling by the customer
- complaints without sufficient information or proof where proof is reasonably required
- abusive, threatening, spam, fraudulent, or repetitive messages without substantive basis
Vaidhut reserves the right to refuse abusive or bad-faith communication while still handling legitimate customer matters appropriately.
11. Customer Responsibilities During Complaint Handling
Customers are expected to:
- provide accurate and complete information
- cooperate with verification steps
- provide proof where reasonably required
- respond to support requests in a timely manner
- avoid using, altering, or damaging a disputed item further while a claim is under review
- follow return, replacement, or warranty instructions where applicable
Failure to cooperate may delay or affect complaint resolution.
12. Third-Party Delays and Dependencies
Some complaints may involve third parties such as:
- courier and logistics partners
- payment gateways
- banks
- manufacturers
- suppliers
- service centers
- hosting or technology providers
In such cases, resolution may depend partly on third-party investigation, records, testing, or response timelines. Vaidhut will make reasonable efforts to coordinate, but cannot guarantee timelines controlled by third parties.
13. Return, Refund, and Warranty Complaints
Complaints relating to returns, refunds, replacements, DOA, or warranty claims will be handled subject to:
- our Cancellation, Return, Refund & Replacement Policy
- our Warranty / DOA Policy
- product-page terms
- inspection outcome
- supporting proof
- claim timelines
A grievance request does not automatically override the eligibility conditions of those policies.
14. Privacy-Related Requests
Customers may contact support@vaidhut.com for privacy-related matters such as:
- data access request
- correction request
- account deletion request
- consent withdrawal request
- marketing opt-out request
- questions about how personal data is used
Such requests may require identity verification before action is taken.
15. Fraudulent, Abusive, or False Complaints
Vaidhut reserves the right to reject, limit, or discontinue handling of complaints that are found to be:
- false
- fraudulent
- abusive
- threatening
- repetitive without merit
- unsupported by available records
- intended to misuse policy benefits
Where misuse, fraud, chargeback abuse, false claims, or substituted returns are suspected, we may take appropriate action including account restriction, claim rejection, or legal follow-up where required.
16. Communication Channels
Support updates may be shared through:
- phone call
- WhatsApp or messaging, where used operationally
- account notification
- courier or payment-related updates from linked service providers
Customers are responsible for keeping their contact details accurate and accessible.
17. Good-Faith Resolution
Vaidhut aims to handle genuine customer concerns fairly, reasonably, and in good faith. However, resolution outcomes will depend on:
- policy applicability
- order records
- product condition
- evidence provided
- courier/manufacturer findings
- legal and operational feasibility
Not all complaints will necessarily result in refund, replacement, or compensation.
18. Changes to This Policy
Vaidhut may update this Customer Support & Grievance Redressal Policy from time to time. Any updated version will be published on this page with the revised “Last Updated” date.
Your continued use of the website after such updates constitutes acceptance of the revised policy.
19. Contact Details
For customer support, grievances, and escalations, please contact:
VAIDHUT ENTERPRISES
RS 9, Maheshwar Park Society, Parvat Gam, Surat, Gujarat, 395010, India
Support / Grievance Email: support@vaidhut.com
Phone: +91 93286 15904
Support Hours: 9:15 AM to 6:15 PM, Monday to Saturday
Grievance Contact:
Name: Ishwar Mishra
Designation: Sales Support
Email: support@vaidhut.com
Phone: +91 93286 15904
For legal notices: sales@vaidhut.com