🍪 Customer Grievance Policy
Last Updated: November 2025
At CookieMello, customer satisfaction is our top priority.
We believe in building long-term relationships based on trust, transparency, and care. However, if you ever face any issue with our products, services, or deliveries, we’re here to listen and resolve it quickly and fairly.
1. Our Commitment
We strive to:
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Deliver high-quality, freshly baked products every time.
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Respond to all complaints and feedback promptly.
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Provide fair resolutions in line with our Refund & Returns Policy and Terms & Conditions.
Your feedback helps us improve our service, and we genuinely value your voice.
2. How to Raise a Complaint
If you have a concern or grievance, you can reach out through any of the following channels:
📧 Email: support@cookiemello.com
📞 Phone: +91-9279091400 (available 10 AM – 6 PM, Monday to Saturday)
🌐 Contact Form: www.cookiemello.com/contact-us
Please include the following details when raising a complaint:
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Your full name
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Order ID or reference number
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Contact details (email / phone)
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A short description of your concern
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Any photo or proof, if applicable
3. Resolution Timeline
We take all concerns seriously and aim to resolve them as quickly as possible.
| Type of Query | Response Time | Resolution Time |
|---|---|---|
| General Queries | Within 24 hours | 2–3 business days |
| Order / Delivery Issues | Within 24 hours | 3–7 business days |
| Refund / Payment Issues | Within 48 hours | 5–7 business days |
Note: Resolution timelines may vary depending on the complexity of the issue.
4. Escalation Matrix
If you are not satisfied with the initial response, you may escalate your concern to our Grievance Officer:
Grievance Officer:
👤 Mr. Adnan RaQi
📧 grievance@cookiemello.com
📞 +91-9279091400
📍 CookieMello sector-62, Noida, Uttar Pradesh, India
(Working hours: Monday – Friday, 10 AM – 6 PM)
5. Confidentiality
All complaints and personal information shared with us are treated with strict confidentiality.
We use your information solely to address your concern and improve our services.
6. Policy Updates
CookieMello may modify this Customer Grievance Policy periodically.
Updates will be posted on this page with the “Last Updated” date.
7. Our Promise
We’re not just baking cookies — we’re baking trust, care, and smiles.
If something goes wrong, we’ll make it right. Because your happiness matters to us. 💛