Grievance Redressal Policy

This grievance redressal policy (the “Policy”) lays out 5MG Pharma’s (formally Singh Medicare & Research Pvt Ltd’s) policy for handling grievances that customers who occasionally purchase goods and services from the company’s website (the “Consumer” or “You”) raise.

Details of the Company

Below are the contact details and the company details that are in charge of the website. We are happy to help you, so please contact us using the information provided below.

1. Legal Entity Name: 5MG Pharma formally Singh Medicare & Research Pvt. Ltd.
2. Corporate Office: Husainpur Chuaraha, Kusamara Road, Mainpuri – 205304 (U.P.) INDIA.
3. Registered Office: Ground Floor, Sir L.S.K. Group Compound, BL-158/635, Hind Puram Colony, Behind D.I.C,, In front of Park, Near B.P. Gurukul Academy,,
  Mainpuri – 205001 (U.P.) INDIA
4. Name of the website: www.5mgpharma.in (“Website”)
5. Name of Mobile Application: 5MG Pharma
6. Details of the website: E-Commerce Healthcare Technology Platform

Purpose of the Policy

1. The Policy seeks to guarantee optimum customer satisfaction by addressing any complaints or difficulties from consumers through a clear and appropriate process.
2. The purpose of the policy is to guarantee that customers will always be treated fairly and that the company will do all within its power to resolve customer complaints in a timely, courteous, and effective manner.

Grievance Redressal Mechanism:

1. At 5MG Pharma, we value our customers above all else, which is why we think it is important to give them the greatest possible experience. We welcome any criticism that will enable us to keep getting better. We will be happy to help you. You can reach us through our chat support by hitting this link: https://www.5mgpharma.in/support/chat. We strive to answer all often asked questions.
2. For the purposes of this Policy, a “grievance” or “complaint” is any correspondence from the customer expressing discontent with the goods or services provided via the Website and requesting a remedy; however, the following is not included:
  1. complaints lacking specificity or lacking sufficient details;
  2. communications that take the form of recommendations; or
  3. correspondence asking for direction or clarification.
3. 5MG Pharma will promptly handle any complaints from customers regarding any products or services purchased through the website. 5MG Pharma India has appointed a grievance officer (referred to as the “Grievance Officer”) for this purpose. In line with the grievance redressal procedure outlined in this policy, the Grievance Officer will be in charge of handling consumer grievances. You can reach our Grievance Officer using the information provided below.
  1. Name: Dr. M. Singh
  2. Email: support@5mgpharma.in
  3. Mobile: +91 95484-22780
4. The Grievance Officer will acknowledge receipt of a consumer’s complaint within 48 (forty-eight) hrs of the consumer filing the complaint by email or phone through the methods mentioned above.
5. Every customer who has complained to the Grievance Officer will be given a unique identification number so they can follow the progress of their complaint.
6. In any event, complaints will be addressed within one (1) month of the Grievance Officer receiving them. The Grievance Officer will make every effort to promptly resolve the customer’s problems.
7. A grievance will be considered as disposed-off and closed in any of the following instances, namely:
  1. in cases when the complainant has indicated that they accept the Grievance Officer’s or any other representative of the company’s response; or
  2. in the event that the complainant has not filed a grievance or complaint on the same matter and has not replied within thirty days of receiving the written response.
8. If, after escalating to our Grievance Officer, your matter is still not resolved to your satisfaction, you may contact our Nodal Officer (information provided below). Seven (seven) business days after we get your email, we will reply.
9. The phone numbers mentioned above will only be available from 10:00 AM to 5:00 PM, Monday through Saturday.

Details of the Nodal Officer:

The Company has designated a resident nodal person (the “Nodal Person”) in line with the Consumer Protection (E-Commerce) Rules, 2020. This person will be in charge of making sure that the provisions of the Consumer Protection Act, 2019 and the rules made under it are followed. If you have any complaints that escalate, you can get in touch with the Nodal Officer using the information provided below.

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