Grievance Redressal Policy
WoundCareMart – A Unit of Fix BioSciences
Effective Date: 21 October 2026
Website: www.woundcaremart.com
At WoundCareMart, customer satisfaction, transparency, product quality and responsible service are important to us. We strive to provide customers across India with a convenient, reliable and transparent shopping experience for advanced wound-care products, medical dressings, dental biomaterials and other healthcare supplies.
This Grievance Redressal Policy establishes a structured process for receiving, reviewing, addressing and resolving customer complaints relating to products purchased through our website and the services provided by WoundCareMart.
Our grievance redressal mechanism is intended to operate in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, as amended, and other applicable Indian laws.
1. Scope of the Policy
This policy applies to customers who purchase products or use services through www.woundcaremart.com. Customers may submit complaints relating to the following matters:
- Order processing, confirmation or cancellation.
- Delayed, incomplete or unsuccessful deliveries.
- Incorrect products or quantities received.
- Damaged, defective or missing products.
- Expired products or concerns relating to product labelling and packaging.
- Product quality, authenticity or safety concerns.
- Incorrect billing or payment discrepancies.
- Refunds, returns or replacements.
- Misleading or incomplete product information.
- Customer-service issues.
- Privacy or handling of personal information.
- Other grievances connected with transactions or services provided by WoundCareMart.
Our commitment: Every complaint will be reviewed based on the relevant facts, available evidence, applicable policies and legal requirements.
2. How to Raise a Grievance
Customers can contact WoundCareMart through any of the official communication channels listed below to report a complaint or seek assistance.
No. 156, First Floor, Nehru Nagar, 9th Link Road,
Kottivakkam, Chennai – 600041,
Tamil Nadu, India.
Suggested email subject: Customer Grievance – WoundCareMart – Order #[Order Number]
Including your order number in the subject line helps our team identify your transaction and review your complaint more efficiently.
3. Information Required to Register a Complaint
To help us investigate and resolve complaints efficiently, customers are encouraged to provide the following information, where available:
- Customer's full name.
- Registered email address or contact number.
- Order number and date of purchase.
- Product name and quantity.
- Description of the problem.
- Photographs or videos of damaged, defective or incorrect products, where relevant.
- Details of previous communication with our support team.
- Preferred resolution, such as replacement, refund or clarification.
Additional information may be requested when reasonably necessary to investigate the issue.
Important: Please do not share OTPs, card PINs, CVV numbers, banking passwords or unnecessary personal medical information when submitting a complaint.
4. Complaint Acknowledgement and Resolution Timeline
WoundCareMart is committed to handling customer complaints promptly, fairly and transparently.
Complaint Acknowledgement
We will acknowledge receipt of consumer grievances within 48 hours of receiving the complaint.
Complaint Resolution
We will redress consumer grievances within one month from the date of receipt, in accordance with applicable e-commerce consumer-protection requirements.
During the investigation, we may contact customers for clarification, relevant documents or additional information.
Where resolution depends on a courier partner, payment gateway, manufacturer or other service provider, we will coordinate with the relevant party.
If a matter cannot be fully concluded within the prescribed period due to circumstances requiring further action, we will communicate the reason, provide a status update and continue taking appropriate steps, without limiting the customer's statutory rights.
5. Complaint Investigation Process
Once a complaint is received, WoundCareMart will follow an appropriate grievance-handling process.
The customer submits a grievance through one of our official contact channels.
Our team acknowledges the complaint within the prescribed 48-hour period.
We review the available order details, payment records, shipping information, supporting evidence and other relevant information.
Where necessary, we coordinate with logistics providers, payment partners, suppliers or manufacturers to establish the circumstances of the complaint.
An appropriate resolution is communicated to the customer. This may include a refund, replacement, correction, explanation or other remedy, depending on the circumstances and applicable law.
After communicating and implementing the appropriate resolution, the complaint is recorded as resolved or closed, with relevant documentation retained where necessary.
Customers may request clarification if they disagree with the outcome of their complaint.
6. Damaged, Defective or Incorrect Products
If a customer receives an incorrect, damaged, defective or otherwise non-conforming product, the customer should contact our support team as soon as reasonably possible.
Customers are encouraged to provide:
- Order number.
- Product details.
- Photographs of the product and outer packaging.
- Batch or lot number, where applicable.
- Expiry date, where applicable.
- Description of the reported issue.
Product safety notice: Because many wound-care and dental biomaterial products are supplied in sterile or protective packaging, customers should avoid using products with visibly compromised packaging, suspected contamination, damage or other safety concerns.
We will review the complaint and provide a remedy where warranted in accordance with applicable law and our Refund & Return Policy.
Nothing in this policy excludes or restricts statutory rights relating to defective goods, misdescription, deficiencies in service or other legally available remedies.
7. Medical Product Quality and Safety Complaints
WoundCareMart recognises the importance of product quality and safety, particularly for medical dressings, collagen-based products, dental grafting materials and other healthcare supplies.
Complaints concerning suspected defects, damaged sterile packaging, contamination, unusual product appearance, incorrect labelling or other potential safety issues will be reviewed with appropriate priority.
- Where necessary, a complaint may be referred to the relevant supplier, manufacturer or responsible regulatory authority.
- Customers should preserve the product, original packaging, batch details and purchase records where reasonably possible, subject to safety considerations.
- If a product appears unsafe for use, customers should discontinue its use and consult a qualified healthcare professional where appropriate.
- Suspected serious product-related harm should be reported promptly to an appropriate healthcare professional and relevant authority.
8. Refunds, Returns and Replacements
Complaints involving returns, refunds, replacements or cancellations will be reviewed in accordance with WoundCareMart's published Refund & Return Policy, applicable product conditions and Indian consumer-protection laws.
The nature of the product, hygiene and sterility requirements, delivery condition and reported defect may be relevant when evaluating a request. Certain products may not be suitable for resale once opened or improperly handled.
Product-specific restrictions will not override remedies available under applicable law for defective, damaged, incorrectly supplied or otherwise non-conforming goods.
Approved refunds will be processed through an appropriate payment method within the timelines required by applicable law and payment-system requirements.
9. Payment and Transaction-Related Complaints
Customers may report payment-related concerns, including:
- Payment deducted but order not confirmed.
- Duplicate payment.
- Incorrect amount charged.
- Refund not received.
- Transaction failure.
- Unauthorised transaction concerns.
WoundCareMart may coordinate with the relevant payment gateway or financial institution to investigate payment discrepancies.
Customers may be requested to share their order number, payment reference and transaction date.
Security reminder: Never share your complete banking passwords, OTPs, card PINs or CVV numbers. If a payment transaction involves suspected fraud, contact your bank or payment provider promptly.
10. Shipping and Delivery Complaints
Customers may submit grievances relating to delayed delivery, incorrect delivery, lost shipments, incomplete orders or damaged packages.
We will review the shipment details and, where applicable, coordinate with the relevant courier or logistics provider.
Depending on the circumstances, resolution may include:
- Shipment tracking assistance.
- Correction of delivery details.
- Investigation with the courier or logistics provider.
- Replacement or refund, where warranted.
- Another appropriate remedy based on the circumstances.
Delivery-related remedies will remain subject to applicable consumer-protection laws.
11. Escalation to the Grievance Officer
If a customer is dissatisfied with the response received from our customer-support team or believes a complaint has not been adequately addressed, the customer may escalate the concern to the designated Grievance Officer.
Grievance Officer Details
Business:
WoundCareMart – A Unit of Fix BioSciences
Grievance Officer:
[Insert Full Name]
Designation:
[Insert Designation]
Email:
saleswoundcaremart@gmail.com
Phone:
+91 96772 33951
Address:
No. 156, First Floor, Nehru Nagar, 9th Link Road,
Kottivakkam, Chennai – 600041,
Tamil Nadu, India.
For escalation: Please mention "Grievance Escalation" in the email subject line and include your original complaint details, order number and any previous correspondence.
The Grievance Officer will review the complaint and coordinate appropriate redressal within applicable statutory timelines.
12. External Consumer Grievance Mechanisms
If a customer remains dissatisfied after contacting WoundCareMart, they may seek assistance through applicable consumer grievance mechanisms in India.
National Consumer Helpline
Customers may contact the National Consumer Helpline, a Government of India consumer grievance mechanism, through its official website or available helpline.
Eligible customers may also approach the appropriate Consumer Disputes Redressal Commission or other competent authority in accordance with applicable law.
Nothing in this policy restricts the customer's right to pursue legally available remedies.
13. Privacy and Confidentiality of Complaints
WoundCareMart respects the confidentiality of customers submitting complaints.
Personal information collected during grievance handling will be used for purposes reasonably connected with reviewing, investigating and resolving the complaint, maintaining relevant records and complying with applicable legal obligations.
Information may be shared with relevant service providers, manufacturers, logistics partners or authorities where reasonably necessary and lawful.
We encourage customers to avoid submitting unnecessary medical information or sensitive financial credentials. Personal information will be handled in accordance with our Privacy Policy and applicable Indian data-protection requirements.
14. Fair and Non-Discriminatory Treatment
WoundCareMart is committed to treating customer grievances fairly and without unlawful discrimination.
Complaints will be reviewed based on their merits, relevant documentation, applicable policies and legal obligations.
Customers will not be required to waive their statutory consumer rights as a condition of submitting a grievance.
15. Grievance Records and Monitoring
We may maintain records of complaints received, acknowledgement dates, investigation details, actions taken, resolutions and closure dates.
These records may be used for lawful purposes, including monitoring service quality, identifying recurring problems, improving operations and meeting applicable legal or regulatory requirements.
Grievance records will be retained only for as long as necessary or as legally required or permitted.
16. Changes to This Policy
WoundCareMart may update this Grievance Redressal Policy to reflect changes in business operations, customer-service procedures, applicable legal requirements or regulatory guidance.
Any updates will be published on our website with an appropriate revision date.
Changes to this policy will not remove rights or remedies that customers are entitled to under applicable law.
17. Governing Law
This Grievance Redressal Policy is governed by the laws of India.
Any dispute arising from customer grievances will be subject to applicable Indian consumer-protection laws and the jurisdiction of competent courts, consumer commissions or statutory authorities.
18. Contact Us
For assistance with your orders, products, delivery, payments or other customer grievances, please contact WoundCareMart using the details below.
Kottivakkam, Chennai – 600041,
Tamil Nadu, India.
Our Commitment to You
At WoundCareMart, we believe customer trust is built through transparency, accountability and responsible service.
We are committed to listening to customer concerns, reviewing grievances fairly and providing appropriate resolutions in accordance with applicable Indian laws.
WoundCareMart – Trusted Brands. Quality Healthcare Products. Customer-Focused Service.