At Sagro, we value our customers and are committed to resolving concerns in a fair and timely manner.

How to Raise a Grievance

• Customers may reach us via the Contact Us section using the email or WhatsApp options provided.
• To help us address your concern quickly, please ensure that the word “Grievance” is clearly mentioned in the subject line (for email) or in the first line of your WhatsApp message.
• Along with your grievance, kindly include the following details:
• Your full name
• Order ID
• Product name(s)
• Date of purchase
• A brief description of the issue, supported with photographs or videos wherever applicable

Resolution Process

• Once a grievance is submitted, our support team will acknowledge receipt within 72 working hours.
• After review, we will provide an initial response or resolution within 7 working days, depending on the complexity of the issue.
• If additional time is required, the customer will be informed of the extended timeline.

Escalation
If you are not satisfied with the initial resolution provided, you may request an escalation. Escalated grievances will be reviewed by the management team to ensure fair handling.

Note

• For general inquiries, feedback, or service-related queries, please use the regular contact channels. The grievance process is reserved for serious concerns that require formal review.
• Grievances must be raised within 5 days of product delivery to be eligible for review and resolution.