Grievance Redressal Policy
Wish Candle Company (AM Distributors) is committed to providing prompt, fair, and transparent consumer grievance redressal in compliance with the Consumer Protection Act, 2019 and E-Commerce Rules, 2020.
1. Statutory Framework & Consumer Rights
In compliance with Rule 4(4) and Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019, AM Distributors has established a dedicated Grievance Redressal Mechanism to address customer complaints, product quality concerns, delivery disputes, and data protection inquiries.
We are committed to resolving consumer grievances in a time-bound, transparent, and empathetic manner.
2. Designated Grievance Redressal Officer
The statutory Grievance Officer appointed for Wish Candle Company / AM Distributors is detailed below:
| Statutory Designation | Officer Details |
|---|---|
| Entity Name | AM Distributors (Wish Candle Company) |
| Designation | Grievance Redressal Officer / Management Desk |
| Email Address | info@wishcandle.in (Subject: 'GRIEVANCE - [Order Details]') |
| Direct Contact Phone / WhatsApp | +91 98735 14875 |
| Operating Working Hours | Monday to Saturday, 10:00 AM – 6:00 PM IST |
| Jurisdiction / State | Uttar Pradesh / New Delhi, India |
3. How to Submit a Formal Grievance
If your issue has not been satisfactorily addressed by our standard customer care team, you may lodge a formal grievance through any of the following channels:
• Via Email: Send an email to info@wishcandle.in with the subject line 'GRIEVANCE: Order #[Your Phone/Date]'. Include your full name, contact number, details of the issue, and relevant photographic evidence (if related to product damage).
• Via WhatsApp: Message our escalation line (+91 98735 14875) indicating that you wish to escalate your query to the Grievance Desk.
4. Statutory Acknowledgment and Resolution SLA
We strictly adhere to the timelines mandated by Indian law:
• Acknowledgment: We will acknowledge receipt of your complaint within 48 hours of receiving it, providing a unique reference/ticket number.
• Investigation & Redressal: Our Grievance Officer will investigate the matter and provide a complete resolution within 30 days (1 month) from the date of complaint receipt.
• Regular Updates: For complex investigations involving third-party courier transit audits, we provide periodic status updates to the complainant via email or WhatsApp.
Acknowledgment within 48 Hours | Final Dispute Resolution within 30 Days.
5. External Statutory Escalation (National Consumer Helpline)
While we strive to resolve all consumer concerns amicably and directly, consumers in India also have the statutory right to seek guidance or lodge a complaint with the Government of India's National Consumer Helpline (NCH):
• National Consumer Helpline Toll-Free: 1915 or 1800-11-4000
• Online Portal: consumerhelpline.gov.in / INGRAM portal
• National Consumer Disputes Redressal Commission (NCDRC): ncdrc.nic.in