Effective date: [08/10/2026]
SB SONS WORLD provides this grievance redressal process for customers using https://sbsons.com. This policy explains how to submit a complaint, track its progress and request a review.
1. Complaints Covered
You may raise concerns relating to:
- Product quality, damaged or defective goods, incorrect items or inaccurate product descriptions.
- Order processing, delivery delays, missing orders or non-delivery.
- Cancellations, returns, exchanges, refunds or payment discrepancies.
- Name inscription, engraving or other personalisation errors.
- Customer service, website access or the handling of your personal information.
2. Grievance Officer and Contact Details
Grievance Officer: [Bhavesh Kalal]
Designation: [Social Media Executive]
Business: SB SONS WORLD
Email: wecare@sbsons.com
Phone / WhatsApp: +91 99973 49992
Support hours: Monday–Saturday, 10:00 AM–7:00 PM IST.
Postal address:
Shop No. 21, 22 to 27, Om Nagar, opposite Rangila Park, Main Road Kharwasha, Dindoli, Surat, Gujarat – 394210, India.
You may submit a grievance directly to the Grievance Officer through the contact details above.
3. How to Submit a Complaint
Send your complaint by email or WhatsApp, call us during support hours, or write to our postal address.
For email, use the subject “Grievance – Your Order Number”, where an order number is available.
Please provide:
- Your name and a contact number or email address.
- Your order number or invoice details, if applicable.
- A clear description of the issue and relevant dates.
- Available supporting information, such as photographs, an invoice, payment reference or previous correspondence.
- The resolution you are seeking.
If you cannot provide an order number or supporting documents, contact us with the information you have. We will help identify the transaction or clarify the issue.
Do not share card PINs, CVVs, banking passwords or OTPs with our support team.
4. Acknowledgement and Redressal Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of a consumer complaint | Within 48 hours of receipt |
| Redressal of a consumer complaint | Within one month from the date of receipt |
We will provide a complaint reference number so you can follow up by email, phone or WhatsApp.
These timelines run from receipt of the complaint. Requests for additional information or internal escalation do not restart the applicable redressal period.
5. Review and Resolution
The Grievance Officer will review the complaint, relevant order records and available evidence. Where necessary, we may seek further details or coordinate with the courier, manufacturer or payment provider.
We will communicate the outcome and reasons through email or WhatsApp, along with any corrective action, replacement, refund or other appropriate remedy.
Applicable refund-processing timelines remain those stated in our Cancellation Policy and Returns & Refund Policy. This grievance process does not replace or extend those timelines.
We will maintain a record of the complaint and its outcome. You may request a status update using your complaint reference number.
6. Escalation and External Remedies
If you have not received an acknowledgement within 48 hours, are dissatisfied with our response, or your complaint remains unresolved within one month, contact the Grievance Officer at wecare@sbsons.com.
Use the subject “Escalation – Your Complaint Reference” and include your original complaint date, reference number and the issue requiring review.
You may also seek assistance from the National Consumer Helpline:
- Website: https://consumerhelpline.gov.in/
- Toll-free number: 1915
This policy does not require you to complete our internal process before approaching a competent consumer commission, court or other authority. Your rights to pursue remedies under applicable law remain unaffected.
7. Complaint Information and Related Policies
Information supplied with a complaint will be used to investigate, communicate and provide an appropriate resolution. Relevant information may be shared with service providers where necessary and permitted by law. Please refer to our Privacy Policy for further details.
Read this policy together with our Terms & Conditions, Cancellation Policy, Returns & Refund Policy, Shipping & Delivery Policy, and Privacy Policy.