Grievance Redressal Policy

Grievance redressal

We have formulated a unique ticketing system to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the same to ensure a timely redressal of Your concern.

For any queries and concerns You can contact our customer support team through phone or email. Our in-app support channel is able to resolve a vast majority of customer complaints.

1. Complaints Registration:

• You can register your complaint with RPharma Customer Support by sending us an email on our official support mail customersupport@rghspharma.com or by calling our customer support center, our toll free numbers.
• A ticket is raised against your complaint and a unique ticket number will be provided to you. The same can be used by you as a reference number.
• We offer customer support service 7 days a week.

2. Resolution of Complaints:

• We are committed to providing you with our first response within 24 hours of receiving the complaint.
• We aim to resolve all Your complaints/queries within 3 business days.
• Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
• In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.
• Complaints related to 'fraud and risk assessment' often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

Note: Users are proactively informed of delays if any, in the resolution.