Grievance Redressal Policy

GRIEVANCE REDRESSAL POLICY

At TrueCrop Foods, customer satisfaction is at the heart of everything we do. Every product sold under the Fable & Figs brand is backed by our commitment to quality, transparency and exceptional customer service.

While we strive to provide a seamless experience, we understand that concerns may occasionally arise. This Grievance Redressal Policy outlines the process for raising concerns and our commitment to resolving them promptly, fairly and professionally.

1. Purpose

The purpose of this Policy is to establish a transparent process for addressing customer concerns relating to:

  • Product quality
  • Order processing
  • Payments
  • Shipping and delivery
  • Returns and refunds
  • Website functionality
  • Privacy and data protection
  • Customer service
  • Corporate gifting orders
  • Bulk orders
  • Any other interaction with TrueCrop Foods or the Fable & Figs website

2. Our Commitment

TrueCrop Foods is committed to:

  • Listening to every customer respectfully.
  • Investigating concerns objectively.
  • Providing fair and timely resolutions.
  • Maintaining transparency throughout the resolution process.
  • Continuously improving our products and services based on customer feedback.

Every complaint is treated as an opportunity to improve.

3. How to Raise a Grievance

Customers may contact us using any of the following channels:

Customer Support

Email:support@fableandfigs.com
Website:www.fableandfigs.com

Customers are encouraged to provide:

  • Full Name
  • Order Number (if applicable)
  • Registered Mobile Number
  • Email Address
  • Description of the issue
  • Photographs or videos (where relevant)
  • Preferred resolution (if any)

Providing complete information helps us resolve matters more efficiently.

4. Grievance Categories

Examples of concerns that may be reported include:

Orders

  • Incorrect product received
  • Missing items
  • Duplicate orders
  • Order cancellation issues

Delivery

  • Delayed delivery
  • Damaged shipment
  • Incorrect delivery
  • Parcel received in poor condition

Products

  • Quality concerns
  • Packaging concerns
  • Incorrect product information
  • Freshness concerns
  • Genuine manufacturing or packing defects

Payments

  • Duplicate payment
  • Failed transaction
  • Refund delay
  • Incorrect payment status

Website

  • Technical issues
  • Checkout problems
  • Account issues
  • Website errors

Privacy

  • Personal data requests
  • Correction requests
  • Privacy concerns
  • Consent withdrawal
  • Data-related grievances

Corporate Orders

  • Bulk order enquiries
  • Corporate gifting concerns
  • Branding or customisation issues
  • Delivery coordination

5. Resolution Process

Upon receiving a grievance, TrueCrop Foods will generally follow the process below:

Step 1 – Acknowledgement

We aim to acknowledge receipt of your grievance within 2 business days.

Step 2 – Review

Our Customer Experience or Quality Team will review the information provided and may contact you for additional details where necessary.

Step 3 – Investigation

Where appropriate, we may review:

  • Order records
  • Dispatch details
  • Batch information
  • Courier records
  • Product photographs
  • Customer communications
  • Other relevant information

Step 4 – Resolution

Following our review, we will endeavour to provide an appropriate resolution, which may include:

  • Clarification
  • Replacement
  • Refund (where applicable)
  • Store credit
  • Corrective action
  • Any other reasonable solution based on the circumstances

6. Resolution Timelines

While resolution times may vary depending on the nature of the matter, we generally aim to:

  • Acknowledge complaints within 2 business days.
  • Resolve routine complaints within 7–10 business days.
  • Keep customers informed if additional time is required due to further investigation or third-party involvement.

Certain matters, such as payment gateway disputes or courier investigations, may require additional time.

7. Customer Responsibilities

To help us resolve concerns promptly, customers should:

  • Report issues as soon as reasonably possible.
  • Preserve original packaging where relevant.
  • Provide accurate information.
  • Submit supporting photographs or videos where requested.
  • Cooperate with our investigation process.

Failure to provide sufficient information may affect our ability to assess a claim.

8. Fair Resolution

Every grievance is evaluated individually based on:

  • Available evidence
  • Product inspection (where applicable)
  • Applicable company policies
  • Regulatory requirements
  • Consumer protection laws

TrueCrop Foods is committed to providing fair, reasonable and consistent outcomes.

9. Grievance Officer

For matters that cannot be resolved through Customer Support or that relate to privacy or regulatory concerns, customers may contact our designated Grievance Officer.

Grievance Officer

TrueCrop Foods

Email:grievance@fableandfigs.com
Registered Office:
101, Vitha Govind Society, 
Sector-20, Airoli, 
Navi Mumbai- 400708

10. Customer Feedback

Not every message needs to be a complaint.

We welcome:

  • Suggestions
  • Compliments
  • Product ideas
  • Service feedback
  • Packaging recommendations
  • New product requests

Customer feedback plays an important role in helping us continuously improve the Fable & Figs experience.

11. Continuous Improvement

Every grievance is reviewed not only to resolve the immediate concern but also to identify opportunities to improve our:

  • Products
  • Packaging
  • Delivery experience
  • Website
  • Customer communication
  • Operational processes

This commitment to continuous improvement reflects our long-term dedication to quality and customer satisfaction.

Contact Us

TrueCrop Foods
Owner of the Fable & Figs Brand
Website: www.fableandfigs.com
Customer Support:support@fableandfigs.com
Grievance Officer:grievance@fableandfigs.com
Registered Office:
101, Vitha Govind Society, 
Sector-20, Airoli, 
Navi Mumbai- 400708

Our Customer Commitment

At TrueCrop Foods, every customer interaction matters.

We believe that trust is earned not only by delivering exceptional products, but also by responding with honesty, empathy and accountability whenever concerns arise. Every grievance is handled with care because every customer is an important part of the Fable & Figs story.

Our goal is simple: to ensure that your experience with Fable & Figs reflects the same quality, integrity and attention to detail that define our products.

End of Grievance Redressal Policy