Complaints & Dispute Policy
Customer Grievance Handling, Dispute Resolution & Response SLAs
1. Our Commitment to Resolution
At Cholby, customer satisfaction is paramount. We take all grievances, order disputes, and service complaints seriously.
We have established a transparent, publicly disclosed complaints handling process to ensure that any issue regarding product quality, delivery, payment processing, or order fulfillment is handled promptly, fairly, and confidentially.
2. How to File a Complaint
You can lodge a formal complaint or dispute through any of the following channels:
Via Email
Send your grievance to [email protected] with the subject line “Formal Complaint - Order #[Your Order ID]”.
Required Information to Expedite Resolution:
- Full Customer Name and Contact Phone Number
- Cholby Order ID and Date of Purchase
- Clear description of the issue or dispute
- Clear photographs or unboxing video (if claiming damaged, stained, or missing fabric items)
3. Response SLAs & Resolution Timelines
Acknowledgement SLA (48 Hours)
We will acknowledge receipt of your complaint in writing via email or SMS within 48 hours, providing a unique complaint reference code.
Final Resolution Target (7 to 14 Days)
Our compliance and customer care team will investigate the matter and aim to issue a final resolution (replacement, repair, or monetary refund) within 7 to 14 business days.
4. Online Payment Gateway Disputes
For payment-related issues, double-charging, or online transaction failures via Safepay or credit/debit cards:
- Please notify us immediately with your transaction reference number and bank receipt before lodging a formal chargeback with your card issuer.
- Verified accidental duplicate debits will be refunded directly back to your issuing bank or wallet within 5 to 7 business days.
Complaints & Grievances Desk
If you have an unresolved dispute or need to reach our management directly:
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