Grievance Redressal Mechanism

At Pilgrim, we are committed to ensuring a transparent, fair and efficient resolution process for any concerns or grievances our customers may have. If at any point you are dissatisfied with a product or service, we want to address your issue promptly and effectively.

 

 

What is a Grievance?

A grievance means any complaint, issue or concern you have with respect to:

  • Products purchased (quality, damage, defects, etc.)

  • Services availed (delivery, customer support, return/ refund etc.)

  • Any promise or representation made by Pilgrim that you believe has not been fulfilled

 

 

How to Raise a Grievance

You can report your grievance through any of the following channels:

  1. Contact Us
    Use the ‘Contact Us’ page available on the Pilgrim website.

  2. Customer Support Email / Phone / Chat

    • Send us an email at: hello@discoverpilgrim.com

    • Call / whatsapp our Customer Care line: +91 7400097974

  3. Help Center / FAQ
    Browse or search through our Help Center to find answers. If you don’t find a solution, you can lodge a complaint from there.

 

 

What Happens After You Lodge a Grievance

Step

What We Do

Acknowledgement

Within 48 hours of receiving your grievance, we will send an acknowledgment via email or SMS with a reference/unique tracking ID.

Assessment

Our Consumer Care team reviews the issue, collects relevant details (order number, photos, etc.), and evaluates what remedy or action is needed.

Escalation (if needed)

If the matter is not resolved by Consumer Care, it will be escalated to the Grievance Officer.

Resolution

We aim to resolve all complaints as swiftly as possible, in line with applicable laws and Pilgrim’s policies. You’ll be kept informed at each major milestone.

Closure

A grievance will be considered closed when we have: • Offered a solution acceptable to you and communicated so, or • Determined that no further action is required under policy after due examination.

 

 

Grievance Officer

If your grievance has not been resolved to your satisfaction through normal customer care channels, you may escalate directly to the Grievance Officer of Pilgrim:

  • Name: Deepali

  • Designation: Head of Customer Relations

  • Address: Heavenly Secrets Pvt. Ltd., 803, 8th Floor, Wing E of Times Square Building, Andheri Kurla Road, Marol, Andheri East, Mumbai, Maharashtra, 400059

  • Contact No.: +91 7400097974

  • Email: hello@discoverpilgrim.com

 

 

Timelines

  • Acknowledgement: Within 48 hours

  • Initial Response / Assessment: Within 3–5 business days after acknowledgement

  • Final Resolution: Typically within 15 business days, subject to nature of the grievance and complexity of investigation

 

 

Your Responsibilities

To help us process your grievance faster, please ensure you:

  • Provide your order number, name, contact details, and any other relevant information

  • Clearly describe the nature of the grievance

  • Include any supporting documents/photos if applicable

 

 

What If You Are Still Unsatisfied?

If, after escalation and engagement with the Grievance Officer, you feel that your grievance remains unresolved:

  • You may approach external dispute resolution bodies / consumer courts / regulatory authorities as per applicable laws in your jurisdiction

  • We encourage you to inform us if you take this step so we may assist / cooperate

 

 

Legal & Policy References

  • All grievances will be handled under and in accordance with:
    • Pilgrim’s Terms & Conditions
    • Pilgrim’s Return & Refund Policy
    • Applicable consumer protection laws in India