1. Introduction

SICANA, a premium wellness brand owned and operated by Prakriti Farms Private Limited ('Company', 'we', 'our' or 'us'), is committed to delivering high-quality products and exceptional customer service. This Policy explains how customers can raise concerns and how we investigate and resolve them fairly, transparently and in a timely manner.

2. Our Commitment

We acknowledge every genuine grievance, communicate openly, investigate objectively and strive to resolve concerns promptly while complying with applicable laws.

3. Objective

Provide a transparent grievance mechanism; resolve complaints efficiently; continuously improve products and services; comply with applicable Indian consumer protection laws.

4. Scope

Applies to product quality, packaging, orders, deliveries, payments, refunds, cancellations, website experience, customer service and promotional communication.

5. Complaint Channels

Email, Website Contact Form, Telephone or Registered Office. Include your name, order number, contact details, issue description and supporting photographs where applicable.

6. Resolution Process

Complaint → Acknowledgement (within 48 business hours) → Investigation → Resolution → Customer Confirmation → Closure.

7. Resolution Timeline

We aim to resolve most complaints within 7–10 business days. Complex cases may take longer; customers will be informed of progress.

8. Escalation

9. Privacy

Information shared during grievance handling will be processed in accordance with our Privacy Policy and applicable data protection laws.

10. Contact Details

Our Promise

·    Prompt acknowledgement

·    Transparent communication

·    Fair investigation

·    Customer-first resolution

·    Continuous improvement