1. Introduction
At Zilverix, customer trust is extremely important to us. This Contact & Grievance Redressal Policy explains how customers can contact us for support, complaints, order issues, payment issues, exchange requests, delivery concerns, privacy concerns, and formal grievances.
2. Customer Support Details
For general customer support, you may contact us through:
Email: care@zilverix.com
Phone / WhatsApp: 8978692108
Support Hours: 10:00 AM to 5:00 PM
We aim to respond to customer queries within 24 to 48 hours, excluding public holidays, unexpected closures, or high-volume periods.
3. Support Topics
You may contact customer support for:
Order confirmation.
Shipping and tracking updates.
Delivery delay.
Exchange or replacement request.
Cancellation request.
Damaged or wrong product claim.
Payment failure.
Duplicate payment.
Product information.
Jewellery care guidance.
Website-related issues.
Marketing unsubscribe requests.
Privacy-related concerns.
4. Information Required for Faster Support
To help us resolve your issue quickly, please provide:
Order ID.
Customer name.
Registered phone number.
Email address.
Clear description of the issue.
Photos or videos, where required.
Payment reference number, where applicable.
Tracking ID, where applicable.
For damaged, missing, wrong, or defective product claims, a proper unboxing video may be mandatory.
5. Grievance Officer
For unresolved complaints or formal grievances, you may contact our Grievance Officer:
Grievance Officer: Azbin Rabi Badesab
Email: azbinrabi5253@gmail.com
Phone: 8978692108
Business Address: Shop No. 1/162, Main Bazar, Gandhi Chowk, Nandyal, Andhra Pradesh, India – 518501
6. Grievance Acknowledgement
We aim to acknowledge formal grievances within 48 hours of receiving them.
Acknowledgement does not mean immediate approval of the complaint. It means that we have received your complaint and will review it.
7. Grievance Resolution Timeline
We aim to resolve grievances within the applicable timeline under law and our internal process.
Some cases may take longer depending on the nature of the issue, courier investigation, payment gateway response, product inspection, bank confirmation, or third-party service provider response.
8. Escalation Process
If your issue is not resolved through customer support, you may escalate it to the Grievance Officer by emailing:
Please mention:
Original complaint date.
Order ID.
Customer support communication details.
Reason for escalation.
Supporting documents or proof.
9. Customer Conduct
We request customers to communicate respectfully with our support team.
Zilverix reserves the right to restrict communication or refuse service in cases involving abusive language, threats, harassment, fraud, repeated false claims, or misuse of support channels.
10. Business Communication
All official customer support and grievance communication should be done through our listed email, phone, WhatsApp, or website support channels.
Zilverix will not be responsible for communication made through unofficial channels, fake accounts, third-party pages, or unauthorised representatives.