Grievance Redressal Policy
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| Policy owner / Website operator | FOODOS WELLNESS INNOVATIONS PRIVATE LIMITED |
| Applies to | Company-owned websites, online stores and digital services, including www.foodoswellness.com and www.u360.in, and the Company's brands including U·360™. |
| Corporate details | B-46, PIPDIC Industrial Estate, Mettupalayam, Puducherry 605009, India | GSTIN: 34AAGCF7180F1ZN |
| Corporate, legal, privacy and grievance contact | info@foodoswellness.com | +91 9677989360 |
| Effective date / Version | 22 July 2026 / 2.0 |
Service Commitment
The Company will acknowledge a consumer grievance within 48 hours and aims to redress it within one month from receipt, in accordance with applicable e-commerce rules.
FOODOS WELLNESS INNOVATIONS PRIVATE LIMITED maintains this grievance mechanism for Company websites, direct online sales, digital services and brands including U·360™. The mechanism is intended to provide a clear first point of contact without limiting any legal right or external remedy.
1. Grievance Officer
Name: Mrs. S. Sameera @ Nagoor Gani
Designation: Grievance Officer
Email: info@foodoswellness.com
Phone: +91 9677989360
Postal address: B-46, PIPDIC Industrial Estate, Mettupalayam, Puducherry 605009, India
2. Customer-care route
Routine order enquiries may be sent to info@foodoswellness.com or +91 9677989360. Privacy, legal, website-policy and unresolved complaints should also be sent to info@foodoswellness.com. A customer-care interaction may be escalated to the Grievance Officer at any time.
3. Matters covered
- Order, payment, invoice, delivery, cancellation, return, replacement or refund concerns.
- Product received damaged, expired, incorrect, short-delivered, defective, unsafe or materially misdescribed.
- Website accessibility, misleading information, unauthorised communication, review or advertising concerns.
- Privacy, consent, correction, erasure, security or personal-data grievances.
- A complaint about customer-care handling or an unresolved earlier request.
4. Information to include
- Full name, contact details and preferred reply channel.
- Order number, invoice number, transaction reference or account email, where relevant.
- A concise description of the issue, dates and the resolution requested.
- Relevant photographs, documents, screenshots, product batch/lot details or prior correspondence.
- For privacy requests, enough information to verify identity and locate the relevant data without requesting unnecessary sensitive information.
5. Acknowledgement and resolution process
The Company will ordinarily acknowledge receipt within 48 hours and provide a reference or confirmation. The matter will be reviewed by the appropriate customer-care, finance, logistics, quality, privacy, legal or management team.
The Company aims to redress a consumer grievance within one month from receipt. A complex investigation, third-party dependency, safety review or legal process may require additional time; where practical, the Company will provide an interim update. Privacy grievances will also be handled within any period specifically prescribed by applicable data-protection law.
6. Product-safety escalation
A suspected adverse reaction, contamination, counterfeit product, serious quality defect or safety concern should be marked “URGENT – PRODUCT SAFETY” and reported promptly. Stop using the product, preserve the container and batch details, and seek medical help where necessary. The Company may involve the manufacturer, laboratory, regulator, logistics provider or other authorised party for investigation.
7. Privacy grievances
Privacy concerns may include access, correction, erasure, consent withdrawal, unauthorised disclosure or security. The Company may require proportionate identity verification before disclosing or changing personal data. The Privacy Policy provides additional information.
8. Fair use of the grievance process
Provide truthful information and do not submit abusive, threatening, fraudulent, duplicate or knowingly false complaints. This does not prevent repeated contact where a grievance remains unresolved or new evidence becomes available.
9. External remedies
If a consumer grievance is not resolved satisfactorily, the consumer may use the National Consumer Helpline at consumerhelpline.gov.in or call 1915, or approach the competent Consumer Commission or other authority. These external options are independent of the Company and are subject to their own procedures.
Nothing in this Policy requires a consumer or data principal to waive a statutory right or mandatory forum.
10. Records and confidentiality
The Company may retain complaint records, evidence, communications and outcomes for support, quality, traceability, fraud prevention, legal and regulatory purposes. Access will be limited to persons who need the information for the grievance or another lawful purpose.
