Grievance Redressal Mechanism

Grievance Redressal Mechanism

At Hey Teen, we are committed to ensuring a transparent, fair and efficient resolution process for any concerns or grievances our customers may have. If at any point you are dissatisfied with a product or service, we want to address your issue promptly and effectively.

What is a Grievance?

A grievance means any complaint, issue or concern you have with respect to:

  • Products purchased (quality, damage, defects, etc.)
  • Services availed (delivery, customer support, return/refund, etc.)
  • Any promise or representation made by Hey Teen that you believe has not been fulfilled

How to Raise a Grievance

You can report your grievance through any of the following channels:

  1. Contact Us: Use the ‘Contact Us’ page available on the Hey Teen website.
  2. Customer Support Email / Phone / WhatsApp: Email us at support@heyteen.in or call/WhatsApp our Customer Care line at +91 7650077777.
  3. Help Center / FAQ: Browse or search our Help Center to find answers. If you don’t find a solution, you can lodge a complaint from there.

What Happens After You Lodge a Grievance

  • Acknowledgement: Within 48 hours of receiving your grievance, we will send an acknowledgment via email or SMS with a reference/unique tracking ID.
  • Assessment: Our Customer Care team reviews the issue, collects relevant details (order number, photos, etc.), and evaluates what remedy or action is needed.
  • Escalation (if needed): If the matter is not resolved by Customer Care, it will be escalated to the Grievance Officer.
  • Resolution: We aim to resolve all complaints as swiftly as possible, in line with applicable laws and Hey Teen’s policies. You’ll be kept informed at each major milestone.
  • Closure: A grievance will be considered closed when we have offered a solution acceptable to you and communicated it, or determined that no further action is required under policy after due examination.

Grievance Officer

If your grievance has not been resolved to your satisfaction through normal customer care channels, you may escalate directly to the Grievance Officer of Hey Teen, appointed in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000:

  • Name: Rishav Pagrotra
  • Designation: Grievance Officer
  • Address: Plot No. 483, Main Road, Opposite Sector 6, Parwanoo, Himachal Pradesh, 173220
  • Contact No.: +91 7650077777
  • Email: support@heyteen.in

Timelines

  • Acknowledgement: Within 48 hours
  • Initial Response / Assessment: Within 3–5 business days after acknowledgement
  • Final Resolution: Typically within 15 business days, subject to the nature of the grievance and complexity of investigation

Your Responsibilities

To help us process your grievance faster, please ensure you:

  • Provide your order number, name, contact details, and any other relevant information
  • Clearly describe the nature of the grievance
  • Include any supporting documents/photos if applicable

What If You Are Still Unsatisfied?

If, after escalation and engagement with the Grievance Officer, you feel that your grievance remains unresolved:

  • You may approach external dispute resolution bodies / consumer courts / regulatory authorities as per applicable laws in your jurisdiction.
  • We encourage you to inform us if you take this step so we may assist / cooperate.

Legal & Policy References

All grievances will be handled under and in accordance with:

  • Hey Teen’s Terms & Conditions
  • Hey Teen’s Return & Refund Policy
  • Applicable consumer protection laws in India