Customer Grievance & Complaint Resolution Policy

Effective Date: 10 October 2026

Cybellmart endeavours to maintain a fair and responsive process for handling customer complaints, feedback, and service-related concerns. We recognise the importance of addressing customer issues appropriately and providing assistance in a transparent manner.

This Grievance Redressal Policy describes the channels through which customers may communicate their concerns and the procedures followed by Cybellmart for reviewing and resolving complaints relating to the Website, purchases, payments, deliveries, returns, refunds, and other associated services.

1. Submission of Complaints & Concerns

Customers who experience an issue or wish to report a concern may approach our customer support team using the contact information mentioned in this Policy.

To enable proper identification and examination of a complaint, customers are requested to furnish the following particulars:

  • Full Name.
  • Registered Email Address or Mobile Number.
  • Order ID, wherever the complaint concerns a purchase.
  • A detailed explanation of the matter being reported.
  • Relevant invoices, screenshots, photographs, transaction references, or other supporting records, wherever applicable.

Providing complete information will assist our team in understanding the issue and taking appropriate action.

2. Designated Grievance Officer

In accordance with applicable legal and regulatory requirements, Cybellmart has appointed a Grievance Officer to receive, examine, and address customer complaints concerning the Website and its services.

The designated officer's details are provided below:

  • Grievance Officer: RAGHUNANDN KUMAR
  • Email: support@cybellmart.com
  • Phone: 9625944549
  • Address: THIRD FLOOR, H NO-57, LAXAMI NAGAR, VIKAS MARG, Vijay Block, New Delhi, East Delhi, Delhi, 110092

Customers may use the above contact details to communicate grievances requiring attention or resolution.

3. Complaint Examination & Resolution Procedure

Once a grievance has been received, our team will examine the information submitted, assess the circumstances, and take appropriate measures to address the reported issue.

Where a complaint requires further investigation or additional details, Cybellmart may contact the concerned customer through the email address or mobile number provided with the submission.

We endeavour to acknowledge complaints and work towards resolving genuine customer concerns within a reasonable timeframe, in accordance with applicable legal requirements.

Every grievance will be considered based on its nature, supporting information, and the circumstances involved.

4. Matters Covered Under This Policy

Customers may approach Cybellmart with complaints or concerns concerning various aspects of their interaction with our platform, including but not limited to:

  • Product quality, descriptions, or differences between ordered and delivered merchandise.
  • Payment confirmations, unsuccessful transactions, or duplicate payment concerns.
  • Purchase processing and shipment-related difficulties.
  • Requests concerning order cancellation.
  • Return eligibility, exchange requests, and refund processing.
  • Registration, account management, or difficulties accessing the Website.
  • Personal information, privacy practices, or concerns regarding data handling.
  • Customer support and other matters connected with the Website or services provided by Cybellmart.

5. Responsibilities of Customers

Customers are requested to assist in the complaint-handling process by submitting truthful information, providing relevant transaction details, and sharing supporting records wherever necessary.

Any additional clarification or documentation requested during the examination of a grievance should be provided to help our team assess the circumstances accurately and determine an appropriate resolution.

Customers should also ensure that their contact details are correct and accessible so that any necessary communication regarding their complaint can be completed.

6. Amendments to the Grievance Policy

Cybellmart may revise, modify, or supplement this Grievance Redressal Policy whenever necessary to accommodate changes in applicable legislation, regulatory directions, or internal complaint-handling procedures.

Any amended version will be made available on the Website along with its revised Effective Date and shall apply from the date of publication, subject to applicable law.

7. Contact & Legal Information

For submitting grievances, seeking clarification, or communicating concerns regarding Cybellmart's products and services, customers may contact us through the following channels:

  • Legal Entity: CYBERWEAVE INTERNATIONAL PRIVATE LIMITED
  • Website: https://cybellmart.com/
  • Contact Number: 9625944549
  • Email: support@cybellmart.com
  • Business Address: THIRD FLOOR, H NO-57, LAXAMI NAGAR, VIKAS MARG, Vijay Block, New Delhi, East Delhi, Delhi, 110092