Policy

Grievance Redressal

If something went wrong with an order, a product, our service or your personal data, and our support team could not fix it, this is how to reach our Grievance Officer and what to expect from us.

Grievance Officer

Debarghya Dutta, Proprietor, Off Bapok Clothing Co.
Email: grievance@offbapok.com
Address: C-3, 3rd Floor, Ababil Cooperative Housing, Durgapur, West Bengal, India
Hours: Monday to Friday, 10:00 to 18:00 IST

When to write to the Grievance Officer

  • You wrote to support@offbapok.com first and are not satisfied with the outcome, or have had no reply within 7 business days.
  • Your order arrived damaged, misprinted, defective or wrong, and a replacement or remedy was refused or delayed.
  • You were charged incorrectly, or a refund or store credit that was promised has not arrived.
  • You want to access, correct or delete your personal data, or withdraw marketing consent (Digital Personal Data Protection Act, 2023).
  • You believe a product page, price or claim on our site is misleading.

Please start with support for everyday questions such as sizing, delivery status or a change of mind. Those are not grievances and will be redirected to support.

What to include in your email

  • Your full name, and the email address and phone number used for the order.
  • Your order number and the date you received the item.
  • A clear description of the problem and the resolution you are asking for.
  • Photos, and an unboxing video for damaged, defective or wrong items.
  • Any earlier emails with support about this issue.

Time limits

  • Damaged, defective, misprinted or wrong item: report within 3 days of delivery, as described in our Refund & Cancellation Policy. Later reports cannot be verified and may not be accepted.
  • Payment or refund issues: write to us within 30 days of the order or of the promised refund date.
  • Data requests: any time, while we hold your data.

What we will do

  • We acknowledge your complaint within 48 hours and give you a reference.
  • We review the facts and may ask for more detail.
  • We aim to resolve it within one month of receiving it, and tell you the outcome and the reasons in writing.

If you are still not satisfied

You can approach the National Consumer Helpline (toll-free 1915, or consumerhelpline.gov.in) or file a complaint with the appropriate consumer commission under the Consumer Protection Act, 2019. Our Terms & Conditions do not limit that right.