Grievance Redressal

LVLX, a brand of 23BMI LSPL, aims to provide a reliable, transparent, and respectful experience across its website, products, wellness programs, and related services.

This Grievance Redressal Policy explains how you can raise a complaint or concern regarding LVLX and how we may review and address such grievances.

A grievance is a complaint, concern, or dissatisfaction relating to your experience with LVLX or the products, wellness programs, or services provided through LVLX.

This may include concerns relating to our website, orders, products, wellness programs, payments, refunds, communications, privacy, or other interactions with LVLX.

You may raise a grievance by contacting LVLX using the contact information provided in the Contact Us section of this policy.

To help us investigate and respond to your concern, please provide sufficient information about the issue, including your name, Order ID, booking or enrolment details, relevant dates, and any supporting information that may help us understand the matter.

Please avoid sending unnecessary sensitive or health information unless it is reasonably required to address your grievance.

Depending on the nature of your grievance, we may need information such as:

• Your name and contact details.
• Details of the product, program, service, or interaction involved.
• Order, appointment, booking, or enrolment information, where applicable.
• Payment or transaction details, where applicable.
• A description of the concern or complaint.
• Relevant supporting documents, photographs, or other information.

We will use information provided in connection with a grievance for the purposes of reviewing, investigating, responding to, and resolving the matter, subject to applicable law and our Privacy Policy.

Once a grievance is received, LVLX may review the information provided and determine the appropriate course of action.

Depending on the nature of the concern, we may contact you for additional information or clarification.

Where appropriate, a grievance may be referred internally to the relevant team, wellness professional, consultant, service provider, or other responsible party for review.

We aim to review grievances within a reasonable period and provide an appropriate response based on the nature and complexity of the concern.

The time required to resolve a grievance may vary depending on the information required, the parties involved, and the nature of the matter.

Where additional time is required, we may communicate with you regarding the status of your grievance where appropriate.

Complaints relating to LVLX products or wellness programs may require review by the relevant internal team, wellness professional, consultant, or other appropriate service provider.

Product replacement and refund requests are handled in accordance with our Refund & Return Policy.

Concerns relating to the nature, use, or suitability of nutraceutical products should be considered alongside the product information, applicable warnings, and professional advice where appropriate.

If your grievance concerns a payment, cancellation, replacement, or refund, please include the relevant Order ID and transaction information where available. Refund and replacement requests are handled in accordance with our Refund & Return Policy.

If your grievance concerns the collection, use, disclosure, security, retention, or handling of personal information, please identify the nature of your concern when contacting us. Privacy-related matters are also governed by our Privacy Policy.

Where a concern relates to a third-party logistics provider, payment processor, technology provider, communications provider, or other external service provider, LVLX may need to coordinate with that third party to investigate or resolve the matter.

Grievances may also be governed by the terms and policies applicable to the particular product, program, transaction, or interaction.

These include our Terms of Service, Privacy Policy, and Refund & Return Policy.

We may update this Grievance Redressal Policy from time to time to reflect changes to our services, processes, or applicable requirements. Changes will be published on this page with a revised "Last Updated" date.