1. Introduction

This Grievance Redressal Policy is framed in compliance with the provisions of the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, applicable to e-commerce entities operating in India.

Cosmic Byte is committed to ensuring transparency, accountability, and timely resolution of consumer complaints while safeguarding against misuse of return and warranty processes.

2. Level 1 – Customer Support (Mandatory First Step)

For all general queries, product concerns, warranty claims, technical issues, refund/replacement requests, delivery matters, or payment issues, customers must first contact our Customer Support Team through:

Email: cc@thecosmicbyte.com
Online Ticket Portal: support.thecosmicbyte.com

Customers are strongly encouraged to raise a ticket via the online portal for faster tracking and resolution.

Required Details:
– Full Name
– Order ID / Invoice Number
– Product Name
– Registered Contact Details
– Detailed description of the issue
– Supporting photographs/videos (where applicable)

Acknowledgement within 48 hours.
Resolution within 7–15 working days, subject to verification or inspection.

3. Level 2 – Escalation to Grievance Redressal Officer

If a customer is not satisfied with the resolution provided by Customer Support, the complaint may be escalated to the designated Grievance Officer as required under Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.

Escalation Email: grievance@thecosmicbyte.com

Note: This email ID is strictly for escalations only after contacting Level 1 support.

4. Grievance Officer Details

Name: Sakshi
Designation: Grievance Redressal Officer
Entity: Cosmic Byte
Email: grievance@thecosmicbyte.com
Working Hours: Monday – Saturday, 10:00 AM – 6:00 PM (excluding public holidays)

5. Statutory Timelines

The Grievance Officer shall acknowledge the complaint within 48 hours of receipt.
The complaint shall be resolved within one (1) month from the date of receipt, in accordance with applicable law.

Customers will be informed if additional time is required due to inspection, third-party logistics, or technical review.

6. Scope of Complaints

– Defective or malfunctioning products
– Warranty disputes
– Refund or replacement disputes
– Delivery failures
– Payment discrepancies
– Misrepresentation of product information
– Unfair trade practices
– Violation of consumer rights under applicable law

7. Anti-Misuse & Fraud Prevention Policy

All products returned for refund, replacement, or warranty may undergo:
– Physical inspection
– Serial number verification
– Internal component verification (where applicable)
– Tamper seal inspection
– Functional diagnostics by authorized technicians

Claims may be rejected if:
– Serial numbers are missing, altered, or mismatched
– Tamper seals are broken without authorization
– Internal components are modified
– Unauthorized repair attempts are evident

Return or warranty claims may be denied in cases of physical damage due to misuse, liquid exposure, electrical surge, or missing components.

Cosmic Byte reserves the right to restrict services in cases of repeated unreasonable claims, product swapping, false reporting, or chargeback abuse.

In cases of suspected fraud, appropriate civil and/or criminal legal proceedings may be initiated under applicable Indian laws.

8. Record Maintenance

Cosmic Byte maintains records of complaints, acknowledgements, investigations, and resolutions in compliance with applicable legal and regulatory requirements.

9. Consumer’s Statutory Rights

Nothing in this policy restricts or limits any rights available to consumers under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law in India.

Consumers may approach the appropriate Consumer Disputes Redressal Commission if dissatisfied with the resolution provided.

10. Policy Amendments

Cosmic Byte reserves the right to modify this policy at any time to ensure continued compliance with applicable laws and operational requirements.