Operated by Radical Techart Solution Private Limited

Website: https://www.radicaltechmart.com/

Last Updated: 28 October 2026

1. Introduction

At Radical TechMart, customer satisfaction, transparency and responsible business practices are important to us.

Radical TechMart is an online industrial products and instrumentation store operated by Radical Techart Solution Private Limited.

We supply industrial measuring instruments, sensors, controllers, data loggers, electrical equipment, automation products, process control instruments and related accessories.

We are committed to providing reliable products, accurate information and responsive customer support.

However, we understand that customers may occasionally experience concerns regarding products, orders, payments, delivery, technical specifications, warranty services or other business transactions.

This Grievance Redressal Policy establishes a transparent and structured process for submitting, reviewing, escalating and resolving customer complaints.

Our grievance mechanism is maintained in accordance with applicable Indian laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, as amended.

Nothing in this policy restricts any statutory rights or remedies available to customers under applicable law.

2. Scope of Grievance Redressal

Customers may submit grievances relating to our products, website or services, including the following matters.

2.1. Product-Related Complaints

• Incorrect product or model supplied
• Defective or non-functional products
• Products damaged during delivery
• Missing products or accessories
• Material differences between supplied and agreed product specifications
• Product quality or performance concerns
• Incorrect or misleading product information

2.2. Order and Payment Complaints

• Incorrect order processing
• Payment discrepancies
• Duplicate payments
• Billing or invoice errors
• Order cancellation disputes
• Delayed refunds
• Incorrect charges
• Other payment-related concerns

2.3. Shipping and Delivery Complaints

• Delayed dispatch
• Delayed delivery
• Incorrect shipping information
• Missing or lost shipments
• Transit damage
• Courier tracking issues
• Delivery-related disputes

2.4. Warranty and Technical Support Complaints

• Warranty claim concerns
• Delays in repair or replacement
• Technical assistance concerns
• Product compatibility or specification disputes
• Calibration or testing-related issues
• Documentation or certification concerns
• After-sales service complaints

2.5. Website and Communication Complaints

• Website functionality issues
• Customer account concerns
• Incorrect website information
• Unwanted promotional communications
• Customer support concerns
• Privacy-related complaints
• Copyright or intellectual property concerns relating to products, product listings or website content
• Other service-related grievances

We will review complaints fairly and provide appropriate resolutions according to the nature of the concern and applicable law.

3. How to Raise a Grievance

Customers can submit complaints through our official support channels.

Customer Support

Email:[email protected]

Phone: +91 88662 08247

Website: https://www.radicaltechmart.com/

Customers may also raise concerns through authorized Company communication channels, including WhatsApp, where available.

For efficient handling and proper recordkeeping, customers are encouraged to submit detailed complaints by email.

Complaints received through telephone or other channels will also be recorded and handled appropriately.

Customers are not required to use a particular communication format to exercise legally available consumer rights.

4. Information Required for Complaint Registration

To help us investigate and resolve complaints efficiently, customers are requested to provide the following information wherever applicable:

• Customer's full name
• Registered mobile number
• Email address
• Company name, if applicable
• Order number or invoice number
• Product make and model number
• Date of purchase or delivery
• Description of the complaint
• Relevant photographs or videos, if available
• Payment or transaction reference, if applicable
• Preferred resolution, where relevant

Customers may also attach supporting documents such as invoices, purchase orders, quotations, courier tracking details or technical correspondence.

Additional information may be requested where reasonably necessary to investigate the complaint.

The absence of optional supporting documents will not automatically prevent complaint registration or invalidate legally protected claims.

5. Complaint Acknowledgement

We acknowledge the importance of timely communication and transparent complaint handling.

All consumer grievances will be acknowledged within 48 hours of receipt.

Upon registering a complaint, we will provide an acknowledgement through an appropriate communication channel.

The acknowledgement will ordinarily include:

• Complaint reference number
• Date of complaint registration
• Brief description of the issue
• Relevant contact or escalation information

A copy of the complaint as recorded by the Company will be provided to the complainant.

Customers are encouraged to retain their complaint reference number for future correspondence.

6. Complaint Resolution Timeline

We aim to investigate and resolve customer grievances as promptly as possible.

Complaint Acknowledgement: Within 48 hours of receipt.

Complaint Resolution: Within one month from the date of receipt, in accordance with applicable e-commerce requirements.

Simple matters may be resolved sooner.

Certain technical complaints may require product inspection, supplier confirmation, manufacturer evaluation or logistics investigation.

Where additional information or technical verification is necessary, our team will communicate the relevant requirements and provide updates on the complaint status.

We will coordinate with relevant parties to meet the applicable resolution timeline.

A complaint will not be treated as resolved merely because it has been forwarded to a supplier, courier or manufacturer.

The customer will be informed of the resolution and any applicable corrective action.

7. Grievance Redressal and Escalation Process

We follow a structured complaint-handling procedure to ensure accountability and timely resolution.

Level 1: Customer Support

Customers should ordinarily contact our customer support team for initial assistance.

Email:[email protected]

Phone: +91 88662 08247

Our support team will:

• Register the complaint
• Review the available order or service information
• Request relevant details where necessary
• Coordinate with the appropriate internal department
• Provide updates and proposed resolutions
• Escalate unresolved matters when required

Level 2: Grievance Officer

Customers who are dissatisfied with the initial response, have serious concerns or require formal escalation may contact our designated Grievance Officer.

Grievance Officer Details

Name: [Insert Full Name of Appointed Grievance Officer]

Designation: Grievance Officer

Company: Radical Techart Solution Private Limited

Email:[email protected]

Phone: +91 88662 08247

Address: A-315, Swagat Rainforest 2, Below Spices and Herbs Restaurant, Gandhinagar, Gujarat, India, 382421.

The Grievance Officer is responsible for overseeing consumer grievance handling, reviewing unresolved complaints and coordinating appropriate resolution.

Customers may also contact the Grievance Officer directly without first completing Level 1 escalation.

The Grievance Officer will ensure that complaints are acknowledged and redressed within the timelines prescribed by applicable law.

8. Investigation and Complaint Resolution

Each complaint will be reviewed according to its circumstances.

Depending on the issue, our team may examine:

• Customer order details
• Confirmed quotations or purchase orders
• Payment records
• Product descriptions and datasheets
• Agreed technical specifications
• Dispatch and courier records
• Product photographs or videos
• Warranty documents
• Manufacturer reports
• Relevant customer communication

Where necessary, our team may coordinate with suppliers, manufacturers, authorized service providers, payment partners or logistics companies.

The resolution will depend on the complaint, applicable commercial terms and legal requirements.

Appropriate resolutions may include:

• Providing clarification or additional information
• Correcting invoice or order details
• Arranging technical assistance
• Correcting product supply discrepancies
• Product repair or replacement
• Processing an eligible refund
• Resolving delivery issues
• Taking other appropriate corrective action

Customers will not be denied statutory remedies solely because a third party is involved in supplying, transporting or servicing the product.

9. Product Complaints and Technical Verification

Industrial instruments often require application-specific technical verification.

Where a complaint concerns product functionality, measurement accuracy, compatibility or performance, our technical team may request relevant information.

Such information may include:

• Complete product model number
• Product serial number, where available
• Power supply conditions
• Input and output specifications
• Application details
• Installation conditions
• Fault description
• Relevant testing observations

Customers may be requested to perform reasonable and safe troubleshooting steps or provide the product for inspection where necessary.

Customers should not undertake unsafe electrical testing, unauthorized modifications or potentially hazardous procedures.

Where the supplied product is defective, incorrect or materially different from the agreed specifications, the customer will be offered an appropriate remedy under applicable law.

Technical inspection procedures will not be used to unreasonably delay or deny valid complaints.

10. Refund, Return and Replacement Grievances

Complaints relating to cancellation, returns, refunds and replacements will be handled according to our applicable policies and statutory obligations.

Customers may raise grievances regarding:

• Rejected cancellation requests
• Delayed refunds
• Incorrect refund amounts
• Defective products
• Incorrect product delivery
• Replacement delays
• Return shipping disputes
• Other return-related concerns

Where a refund is approved, it will be processed in accordance with the applicable refund policy and legal requirements.

Customers may request clarification concerning the status or outcome of a refund or replacement claim.

Cancellation, Return, Replacement & Refund Policy:

https://www.radicaltechmart.com/cancellation-return

11. Shipping and Delivery Grievances

For shipping-related concerns, customers should provide the order number, courier tracking details and a description of the issue where available.

Our support team may coordinate with the relevant courier or logistics provider to investigate:

• Delayed delivery
• Missing shipments
• Incorrect delivery status
• Transit damage
• Delivery to an incorrect address
• Other transportation-related concerns

Where shipment loss, damage or non-delivery gives rise to a valid customer claim, an appropriate remedy will be provided in accordance with applicable law.

Shipping & Delivery Policy:

https://www.radicaltechmart.com/shipping-policy

12. Privacy and Personal Data Grievances

Customers may raise complaints regarding the collection, use, storage, disclosure or protection of their personal information.

Such complaints may include:

• Unauthorized use of personal information
• Incorrect personal information
• Requests for correction or deletion
• Withdrawal of marketing consent
• Unwanted promotional communications
• Suspected data security incidents
• Other privacy-related concerns

Privacy grievances will be handled according to our Privacy Policy and applicable data protection laws.

Where the Digital Personal Data Protection Act, 2023 applies, customers may exercise the rights and grievance procedures available under the provisions in force.

Privacy Policy:

https://www.radicaltechmart.com/privacy-policy

13. Copyright and Intellectual Property Complaints

We respect the intellectual property rights of manufacturers, content creators, brand owners and other rights holders. If you believe that a product listing, image, photograph, catalogue, datasheet, description, logo, video, packaging artwork or other material appearing on our website infringes your copyright or other intellectual property rights, you may report the concern to us for review.

Complaints may be submitted by a rights holder, an authorized representative or any person who wishes to bring a potential infringement to our attention.

Copyright and Intellectual Property Complaint Contact

Email:[email protected]

Phone: +91 88662 08247

Website:https://www.radicaltechmart.com/

To help us identify and investigate the reported material, please provide the following information where available:

• Your full name, organization and contact details
• Whether you are the rights holder, an authorized representative or another person reporting the concern
• The specific product listing, page URL or material being reported
• A description or link identifying the original copyrighted work or other intellectual property
• A brief explanation of why you believe the material infringes the relevant rights
• Relevant evidence of ownership, authorization or infringement, where available
• The corrective action you are requesting, where applicable

We will acknowledge and review complaints through the appropriate process, may request additional information and may contact relevant manufacturers, suppliers or rights holders to verify the matter. Where appropriate, we may correct, replace, restrict access to or remove content, suspend a disputed listing, or take other lawful corrective action.

A complaint does not, by itself, establish that any product or content infringes intellectual property rights. We will consider relevant permissions, licenses, lawful use and other applicable circumstances before deciding on action. The availability of our complaint mechanism does not limit any rights or remedies available under applicable law, including the Copyright Act, 1957.

Individuals reporting suspected infringement are requested to provide accurate information and to avoid knowingly false or misleading allegations. Any personal information submitted with a complaint will be handled in accordance with our Privacy Policy.

14. Complaint Records and Confidentiality

We maintain appropriate records of complaints to support transparent grievance management and compliance with applicable law.

Complaint records may include:

• Complaint reference number
• Date of receipt
• Customer contact details
• Nature of the complaint
• Supporting documents
• Internal investigation notes
• Actions taken
• Communication history
• Resolution details
• Date of closure

Complaint information will be accessed only by authorized personnel and relevant service providers where reasonably necessary for investigation or resolution.

Personal information collected during the complaint-handling process will be handled in accordance with our Privacy Policy and applicable data protection requirements.

Complaint records will be retained only for applicable business, legal, regulatory or dispute-resolution purposes.

15. Fair and Transparent Complaint Handling

We are committed to maintaining a fair, respectful and transparent grievance redressal process.

We will make reasonable efforts to ensure that:

1. Customer complaints are treated seriously and reviewed objectively.
2. Customers receive acknowledgement within the prescribed timeline.
3. Complaints are assigned to appropriate personnel.
4. Relevant documentation and evidence are considered fairly.
5. Customers receive appropriate communication regarding material developments.
6. Complaints are resolved within applicable statutory timelines.
7. Corrective action is taken where the Company is responsible for an error.
8. Customers are informed of available escalation options.

We do not intend to prevent customers from exercising any rights or remedies available under applicable law.

16. External Grievance Redressal

If a customer is dissatisfied with the Company's response or resolution, they may seek assistance through available statutory consumer grievance mechanisms.

National Consumer Helpline

Government of India

Helpline Number: 1915

Website: https://consumerhelpline.gov.in/

Customers may register complaints through the National Consumer Helpline's available channels.

Eligible customers may also approach the appropriate Consumer Disputes Redressal Commission or other competent authority under applicable law.

Customers are not required to waive their statutory rights as a condition of submitting a complaint to Radical TechMart.

Our internal grievance mechanism does not replace or restrict legally available external remedies.

17. Changes to This Policy

We may update this Grievance Redressal Policy periodically to reflect changes in our business operations, customer service procedures or applicable regulations.

Updated versions will be published on this page with the relevant revision date.

Any changes will be implemented consistently with applicable legal requirements.

Customers are encouraged to review this page periodically.

18. Related Policies

This Grievance Redressal Policy should be read together with our other applicable website policies.

Terms & Conditions

https://www.radicaltechmart.com/terms

Privacy Policy

https://www.radicaltechmart.com/privacy-policy

Shipping & Delivery Policy

https://www.radicaltechmart.com/shipping-policy

Cancellation, Return, Replacement & Refund Policy

https://www.radicaltechmart.com/cancellation-return

Nothing in these policies limits statutory rights or remedies available under applicable Indian law.

19. Contact Information

For any complaints, grievances or concerns regarding our products or services, please contact:

Radical Techart Solution Private Limited

Radical TechMart

Registered Grievance Contact: [Insert Full Name of Appointed Grievance Officer]

Email:[email protected]

Phone: +91 88662 08247

Address: A-315, Swagat Rainforest 2, Below Spices and Herbs Restaurant, Gandhinagar, Gujarat, India, 382421.

Website: https://www.radicaltechmart.com/

We appreciate the opportunity to address customer concerns and continuously improve our services.

Thank you for choosing Radical TechMart.

Monitor • Measure • Control

© 2026 Radical Techart Solution Private Limited. All Rights Reserved.