Complaints Policy
COMPLAINTS POLICY
Last Updated: January 2023
ndestore.com
This Complaints Policy sets out the terms and conditions governing the submission, processing, and resolution of complaints at ndestore.com. By placing an order on the website, the customer (“Buyer”) expressly acknowledges, understands, and agrees to be legally bound by this Policy, along with all other policies and Terms & Conditions published on ndestore.com.
Primary Mode of Communication:
All complaints must be submitted exclusively via email at info@ndestore.com. Complaints made through WhatsApp, calls, social media, walk-ins, or any other communication channel shall be deemed invalid and shall not be entertained.
1. Complaint Submission Procedure
1.1 All complaints must be submitted in writing via email to info@ndestore.com. The Buyer must clearly mention the Order Number, nature of the complaint, and complete details of the issue. Supporting images or documents may be requested where necessary.
1.2 Upon receipt of a valid complaint, ndestore.com shall issue a unique Complaint Reference Number via email for tracking purposes. Customers are requested to allow reasonable time for acknowledgment and response.
1.3 The time required for investigation and resolution depends on the nature and complexity of the complaint.
2. Seller’s Right to Accept or Reject Complaints
2.1 ndestore.com reserves the sole and absolute right to accept, reject, or close any complaint at its discretion.
2.2 In approved cases, resolution may be offered in the form of store credit or voucher, subject to the Return, Refund & Exchange Policy. No cash refunds shall be issued unless expressly stated in the applicable policy.
3. Complaint Resolution Process
Step 1: Complaint Submission
Buyer submits complaint via email at info@ndestore.com with order details.
Step 2: Complaint Reference
A unique complaint reference number is issued via email.
Step 3: Investigation
The complaint is reviewed and investigated. A response is typically provided within 2–5 working days, subject to case complexity.
Step 4: Resolution
The final resolution shall be communicated via email only, which shall be deemed final and binding.
4. Alignment With Other Policies
All complaints are handled strictly in accordance with:
- Return, Refund & Exchange Policy
- Terms & Conditions
- Any other policy published on ndestore.com
Complaints outside the scope of these policies shall not be entertained.
5. Code of Conduct & Harassment Policy
5.1 ndestore.com enforces a zero-tolerance policy against harassment, abusive language, threats, intimidation, blackmail, or coercive behavior toward its employees or representatives. Such conduct shall result in immediate closure of the complaint.
5.2 Any threats or harassment may be escalated to relevant legal authorities. ndestore.com reserves the right to initiate legal proceedings, and all legal costs, damages, and penalties shall be borne solely by the offender.
6. Privacy & Confidentiality
6.1 All communications between the Buyer and ndestore.com are strictly confidential and may not be disclosed, shared, or published without prior written consent.
6.2 Any unauthorized disclosure shall constitute a breach of confidentiality and applicable laws, and ndestore.com reserves the right to pursue legal remedies, including claims for damages and defamation.
7. Legal Agreement & Jurisdiction
7.1 By placing an order on ndestore.com, the Buyer is conclusively deemed to have read, understood, and unconditionally agreed to this Complaints Policy.
7.2 This Policy shall be governed by the laws of the Islamic Republic of Pakistan, and the courts of Lahore shall have exclusive jurisdiction.
8. Policy Amendments
ndestore.com reserves the right to modify, amend, or update this Complaints Policy at any time without prior notice or intimation. The latest version published on the website shall be binding.
By placing an order on ndestore.com, the customer acknowledges and agrees to be bound by all the terms stated herein. This document is legally enforceable and does not require any physical or digital signature.
