Grievance Redressal Policy

Effective Date: 27 July 2026
Last Updated: 27 July 2026

At Mr. Waggy Tails, customer satisfaction is one of our highest priorities. We are committed to providing quality products and responsive customer service. This Grievance Redressal Policy explains how customers can report concerns, complaints or grievances relating to our products, services or website.

This Policy has been adopted by SNS Enterprises, the owner and operator of the Mr. Waggy Tails brand.

1. Business Information

Brand: Mr. Waggy Tails

Legal Entity: SNS Enterprises

GSTIN: 02AFZFS6346B1ZS

Registered Address

Opp. Radha Swami Satsang Bhawan
Sai Road
Village Karuana (Khasra No. 1211/681/1)
Baddi
District Solan
Himachal Pradesh – 173205

2. Customer Support

For any complaint, concern or query, customers may contact us through the following channels:

Customer Care Number

+91 9463043372

Email

help@mrwaggytails.in

Support Hours

Monday to Friday

11:00 AM – 5:00 PM (IST)

We aim to respond to all genuine customer queries as promptly as reasonably possible.

3. Grievance Officer

For unresolved complaints or grievances, customers may contact our designated Grievance Officer.

Grievance Officer

SNS Enterprises

Email: help@mrwaggytails.in

Phone: +91 9463043372

Address:

Opp. Radha Swami Satsang Bhawan

Sai Road

Village Karuana (Khasra No. 1211/681/1)

Baddi

District Solan

Himachal Pradesh – 173205

(You may update this section in the future with the name of a specific individual appointed as Grievance Officer.)

4. Matters Covered

Customers may submit grievances relating to:

  • Product quality.
  • Damaged products received.
  • Incorrect product delivered.
  • Delivery delays.
  • Refunds.
  • Replacement requests.
  • Payment-related issues.
  • Website functionality.
  • Account-related issues.
  • Privacy concerns.
  • Misuse of personal information.
  • Promotional offers.
  • Customer service experience.
  • Any other matter relating to our products or services.

5. Information Required

To help us investigate your complaint efficiently, please include:

  • Full Name.
  • Mobile Number.
  • Email Address.
  • Order Number.
  • Date of Purchase.
  • Description of the issue.
  • Photographs (where applicable).
  • Unboxing video (where applicable).
  • Any other supporting documents.

Incomplete information may delay the resolution process.

6. Complaint Resolution Process

Upon receiving your grievance:

Step 1

Your complaint will be acknowledged.

Step 2

Our customer support team will review the matter.

Step 3

Where necessary, we may request additional information.

Step 4

We will investigate the issue in consultation with the relevant internal team or service provider.

Step 5

A suitable resolution will be communicated to you.

Possible resolutions may include:

  • Clarification.
  • Replacement.
  • Refund (where applicable).
  • Technical assistance.
  • Other appropriate corrective action.

7. Response Timeline

We endeavour to:

  • Acknowledge grievances within 2 business days.
  • Resolve straightforward complaints within 7 to 15 business days, depending on the nature and complexity of the issue.

Certain matters involving courier partners, payment providers or other third parties may require additional time.

8. Fair Investigation

Each grievance is assessed individually based on the available information.

We may verify:

  • Order details.
  • Courier records.
  • Payment status.
  • Product photographs.
  • Unboxing videos.
  • Customer communication history.

This helps us ensure a fair and transparent resolution process.

9. Fraudulent or False Claims

SNS Enterprises reserves the right to reject complaints that are found to be:

  • False.
  • Misleading.
  • Fraudulent.
  • Abusive.
  • Submitted with fabricated evidence.
  • Intended to obtain an unfair benefit.

Where appropriate, suitable legal action may be taken in accordance with applicable law.

10. Customer Responsibilities

Customers are expected to:

  • Provide accurate information.
  • Cooperate during the investigation.
  • Preserve relevant evidence until the complaint is resolved.
  • Communicate respectfully with our customer support team.

11. Privacy of Complaints

All complaints and supporting documents submitted to us will be handled in accordance with our Privacy Policy.

Information will only be used for investigating and resolving the grievance, complying with legal obligations or protecting our legitimate business interests.

12. Limitation

Nothing in this Policy limits or restricts any statutory rights available to consumers under applicable Indian law.

13. Changes to this Policy

SNS Enterprises reserves the right to amend this Grievance Redressal Policy at any time.

The revised version shall become effective immediately upon publication on the website.

14. Contact Us

For any grievance, complaint or customer support request, please contact:

SNS Enterprises

Brand: Mr. Waggy Tails

📍 Opp. Radha Swami Satsang Bhawan
Sai Road
Village Karuana (Khasra No. 1211/681/1)
Baddi, District Solan
Himachal Pradesh – 173205

📞 +91 9463043372

📧 help@mrwaggytails.in

Support Hours

Monday to Friday

11:00 AM – 5:00 PM (IST)