Grievance Policy

Grievance Policy

Last Updated: August 10, 2026

At TYM+, we are committed to providing our customers with a reliable, respectful, and transparent shopping experience. If you have a complaint, concern, or grievance regarding our products, services, orders, website, privacy, or any other matter, we encourage you to contact us so that we can review and address your concern appropriately.

1. Purpose of This Policy

This Grievance Policy explains how customers and other users can raise complaints or concerns with TYM+ and how we aim to handle such grievances.

We encourage customers to contact us as soon as possible so that we can investigate the matter and provide an appropriate response.

2. Types of Grievances

You may contact us regarding matters including, but not limited to:

  • Order-related issues

  • Product-related complaints

  • Damaged, defective, or incorrect products

  • Delivery or shipping issues

  • Payment-related concerns

  • Refund or cancellation issues

  • Website-related problems

  • Privacy or personal information concerns

  • Customer service complaints

  • Misleading or incorrect information

  • Any other concern relating to our products or services

3. How to Submit a Grievance

You can submit your grievance through our Contact Us page or by contacting our customer support team using the contact details provided on our website.

To help us investigate your complaint efficiently, please provide:

  • Your full name

  • Order number, if applicable

  • Registered email address or phone number

  • Details of your complaint

  • Relevant photographs, screenshots, or supporting documents, if applicable

  • The resolution you are seeking, where appropriate

Please avoid sharing unnecessary sensitive personal information when submitting a complaint.

4. Grievance Handling Process

Once we receive your grievance, we will make reasonable efforts to:

  1. Acknowledge receipt of your complaint where appropriate.

  2. Review the information provided.

  3. Investigate the matter with the relevant team or service provider.

  4. Request additional information if necessary.

  5. Provide an appropriate response or resolution based on the circumstances and applicable policies.

The time required to resolve a grievance may vary depending on the nature and complexity of the issue.

5. Order and Product Complaints

For complaints relating to damaged, defective, incorrect, or missing products, we may request photographs, videos, order details, packaging information, or other relevant evidence to help us investigate the issue.

Any replacement, refund, return, or other resolution will be handled in accordance with our applicable Return, Refund, and Cancellation Policies and applicable law.

6. Privacy and Personal Information Complaints

If your grievance concerns the collection, use, storage, or handling of your personal information, please clearly mention that your complaint is related to privacy or personal data.

We will review such complaints in accordance with our Privacy Policy and applicable data protection and privacy laws.

7. Intimate Wellness Product Complaints

Because TYM+ offers intimate wellness and personal care products, we understand that some complaints may involve sensitive or private matters.

We aim to handle such complaints professionally and discreetly.

Customers are encouraged to provide only the information necessary for us to investigate and resolve the complaint.

8. Response and Resolution

We aim to resolve grievances as efficiently as reasonably possible.

Some matters may require additional investigation, coordination with payment providers, logistics partners, manufacturers, or other third parties. In such cases, resolution may take additional time.

Where a specific resolution cannot be provided, we will explain the reason to the extent reasonably possible.

9. Escalation

If you are not satisfied with the response provided by our customer support team, you may request that the matter be escalated for further review.

Please include your previous complaint details, order number where applicable, and any relevant communication so that the matter can be reviewed efficiently.

10. Misuse of the Grievance Process

We aim to address genuine customer concerns fairly. However, we reserve the right to take appropriate action against complaints that contain threats, abusive language, fraudulent information, malicious claims, or other misuse of the grievance process, subject to applicable law.

11. Changes to This Grievance Policy

We may update this Grievance Policy from time to time to reflect changes in our business practices, customer support procedures, or applicable legal requirements.

Any changes will be published on this page with an updated “Last Updated” date.

12. Grievance Contact

For any complaint or grievance, please contact us through the Contact Us page on our website.