CONSUMER GRIEVANCE REDRESSAL MECHANISM

HMS TRADE is committed to providing fair, transparent, and timely resolution of consumer concerns and grievances in accordance with applicable laws.

This Grievance Redressal Mechanism outlines how consumers can raise concerns and how such grievances are addressed by HMS TRADE.

What does “Grievance” mean?

A Grievance refers to any issue, complaint, or concern raised by a consumer in relation to:

  • A product purchased through the HMS TRADE Platform

  • A service availed through the Platform

  • Order processing, delivery, payment, return, or refund

where the consumer is seeking resolution for the same.

How can a consumer raise a grievance?

In case of any query or complaint, the consumer may reach out to HMS TRADE through the following channels:

Step-by-Step Journey

  1. Click on the “Contact Us” or “Help” section available on the HMS TRADE website

  2. Select the relevant issue type or help topic

  3. Submit the request with the required details

Our Customer Support team will review and respond to your query.

Escalation of Unresolved Grievances

If a consumer’s query or complaint is not resolved satisfactorily, the consumer may escalate the matter in accordance with applicable laws.

As required under the Consumer Protection (E-commerce) Rules, 2020, HMS TRADE has appointed a Grievance Officer to address such grievances.

Grievance Officer Details

Name: Suhas Mariswamy
Designation: Grievance Officer
Business Name: HMS TRADE
Address: 11th Cross, ULLAL Main Road, Muneshwaranagara, Bangalore - 560056
Email: hmstrades@gmail.com
Contact Number: +91 9187153569

(Details may be updated from time to time.)

Grievance Redressal Process

Upon receipt of a grievance through the channels mentioned above:

  1. The consumer shall receive an acknowledgment within 48 (forty-eight) hours via email, SMS, or phone call.

  2. A unique reference ID may be generated for tracking the grievance status.

  3. HMS TRADE’s Customer Support team and/or Grievance Officer shall make best efforts to resolve the grievance expeditiously, within the timelines prescribed under applicable laws.

Closure of Grievance

A grievance shall be considered resolved and closed when:

  • The consumer is provided with a response or resolution by Customer Support or the Grievance Officer; or

  • The resolution offered is communicated to the consumer through email, phone, or other reasonable means.

Additional Information

For more details regarding consumer rights, obligations, and dispute resolution, please refer to the Terms of Use and other applicable policies available on the HMS TRADE website.