GRIEVANCE REDRESSAL POLICY – ALL DAY STORE

1. INTRODUCTION

This Grievance Redressal Policy (“Policy”) sets out the principles, processes, governance controls, and internal mechanisms adopted by All Day Store for the effective receipt, acknowledgement, examination, escalation, resolution, monitoring, and closure of grievances raised by consumers (“Consumer”, “You”, “Your”) in relation to goods and services offered through the website www.alldaystore.com and the corresponding mobile application (collectively referred to as the “Platforms”).

All Day Store recognises that consumer trust, transparency, accountability, and responsiveness are critical pillars in the healthcare and wellness e-commerce ecosystem. This Policy has been formulated to ensure grievances are handled in a fair, impartial, structured, time-bound, and courteous manner, while safeguarding the legitimate operational, legal, regulatory, and commercial interests of the Company. This Policy shall be read together with the Terms & Conditions, Privacy Policy, Return, Refund & Cancellation Policy, and other applicable policies.

2. COMPANY, BRAND, AND PLATFORM DETAILS

Brand Name: All Day Store.

Parent and Ultimate Owner: Zota Healthcare Limited, a company incorporated under the laws of India.

Owned Subsidiary: Everyday Herbal Beauty Care Private Limited, a wholly owned subsidiary of Zota Healthcare Limited.

All Day Store (‘ADS’) is a brand and e-commerce platform operated by Everyday Herbal Beauty Care Private Limited (EHBC), a owned subsidiary of Zota Healthcare Limited.

For the purposes of the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, EHBC shall be the e-commerce entity responsible for consumer grievance redressal, order-related complaints, and platform-level compliance.

Zota Healthcare Limited, as the parent company, provides strategic, operational, technological, and governance oversight and does not ordinarily act as the seller or manufacturer of products offered on the Platform, except where expressly disclosed or required under applicable law.

Corporate Office: Zota House, 2nd & 3rd Floor, Navsari State Highway, Bhagwan Aiyappa Complex, Opp. GIDC, Udhna, Pandesara Industrial Estate, Surat, Gujarat – 394221.

Registered Office (Subsidiary): L S No. 272, Railway Station Road, Opp. Railway Station, Samakhiari, Kachchh, Gujarat – 370150.

Nature of Platform: E-Commerce Healthcare Platform.

3. LEGAL AND REGULATORY FRAMEWORK

This Policy has been framed in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, along with other applicable laws, rules, notifications, circulars, advisories, and guidelines issued by competent authorities in India. Nothing contained in this Policy shall be construed as limiting or excluding any statutory rights available to Consumers under applicable law.

4. OBJECTIVE AND SCOPE

The objective of this Policy is to establish a structured, transparent, and legally compliant grievance redressal mechanism in accordance with applicable Indian laws.

Products made available on the Platform may be manufactured by Everyday Herbal Beauty Care Private Limited and/or third-party manufacturers, as disclosed on product listings, packaging, and statutory labels.

Grievances relating to manufacturing defects, composition, labelling, or quality shall be addressed in coordination with the respective manufacturer.

Neither ADS nor EHBC assumes manufacturing liability for products manufactured by third parties, except to the extent mandated under applicable law.

This Policy applies to grievances arising out of or in connection with orders placed on the Platforms, delivery or non-delivery of products, return, refund, replacement or cancellation concerns, prescription validation and order processing, customer support interactions, payment failures, technical glitches, or any other service-related issue attributable to the Platforms.

5. DEFINITION OF GRIEVANCE

A grievance means any complaint, concern, representation, or dissatisfaction, whether written, electronic, telephonic, or recorded, raised by a Consumer in relation to the Platform, Products, or Services and seeking redressal.

The following categories of communications may, after due examination, be resolved or closed without further action, with appropriate reasons recorded in accordance with this Policy: incomplete or vague complaints; general feedback or suggestions; requests seeking guidance or explanation; dissatisfaction arising from individual medical outcomes or product efficacy; issues resulting from inaccurate or incomplete information provided by the Consumer; matters beyond the reasonable control of the Company including actions of third-party logistics partners; and pricing disputes raised after order confirmation.

This grievance redressal mechanism shall not be used for medical emergencies, clinical diagnosis, treatment outcomes, adverse drug reactions requiring immediate medical attention, or matters requiring law-enforcement or judicial intervention.

Consumers are advised to approach appropriate healthcare providers, emergency services, or statutory authorities in such cases.

6. GRIEVANCE REDRESSAL CHANNELS

Consumers may raise grievances through the following officially designated channels: Email – care@alldaystore.com; Customer Care Number – +91 989 888 6508; and in-app or website-based support tools, where available. Consumers are encouraged to raise grievances promptly after the occurrence of the issue to facilitate timely investigation and resolution.

7. GRIEVANCE OFFICER

In compliance with applicable law, the Company has appointed a Grievance Officer responsible for overseeing grievance redressal and ensuring compliance with this Policy.

Name: Mr. Randeep Singh.

Designation: Grievance Officer – All Day Store Platform.

Email: randeep@zotahealthcare.com.

Phone: +91 989 888 6508.

Address: Zota House, 2nd & 3rd Floor, Navsari State Highway, Bhagwan Aiyappa Complex, Opp. GIDC, Udhna, Pandesara Industrial Estate, Surat, Gujarat – 394221.

8. ACKNOWLEDGEMENT, INVESTIGATION, AND RESOLUTION

All grievances shall be acknowledged within forty-eight (48) hours of receipt and assigned a unique reference number for tracking and audit purposes. The Company shall conduct a fair, unbiased, and documented investigation, which may include internal review, coordination with operational teams, and verification with third-party service providers. The Company shall make commercially reasonable and good-faith efforts to resolve grievances within thirty (30) days from the date of receipt. Where resolution requires additional information or regulatory verification, the Consumer shall be informed of the status and revised timelines.

9. NO ADMISSION OF LIABILITY

Any resolution, clarification, refund, replacement, or corrective action provided pursuant to a grievance shall not be construed as an admission of fault, deficiency, negligence, or liability on the part of ADS, EHBC, Zota Healthcare Limited, or any manufacturer, unless expressly stated in writing.

10. ESCALATION MECHANISM

If a Consumer is not satisfied with the response provided by the Grievance Officer, the grievance may be escalated to the Nodal Officer.

Nodal Officer: Mr. Debjeet Guha.

Email: debjeet@zotahealthcare.com.

Phone: +91 989 888 6508.

The Nodal Officer shall endeavour to review and respond to escalated grievances within a reasonable period, in accordance with applicable law.

11. CLOSURE OF GRIEVANCES

A grievance shall be deemed resolved and closed when the Consumer communicates acceptance of the resolution provided or does not respond within thirty (30) days of receipt of the Company’s final response and raises no further correspondence on the same issue.

12. MISUSE AND ABUSE OF GRIEVANCE MECHANISM

The Company reserves the right to close or reject grievances that are frivolous, repetitive, abusive, or submitted with malicious intent or false information, after providing a reasoned response, with appropriate justification recorded for audit and compliance purposes.

13. RECORD RETENTION, AUDIT, AND CONFIDENTIALITY

The Company shall maintain records of grievances received, actions taken, internal notes, and resolutions provided for the period required under applicable law or for legitimate business purposes, including regulatory compliance, internal and external audits, dispute resolution, and service improvement. All grievance-related information shall be handled in accordance with the Privacy Policy and applicable data protection laws.

14. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of India. All disputes arising under this Policy shall be subject to the jurisdiction of applicable statutory consumer forums, and, where permissible, the courts at Surat, Gujarat.

Nothing in this Policy shall exclude or limit any rights or remedies available to Consumers under applicable law, nor any liability that cannot be excluded or limited under law.