Fix Coffee Support

Getting help

If you are not satisfied, appeals and the grievance officer

The published appeals ladder, the grievance officer's contact, and the 48-hour and 30-day commitments that apply.

Updated 30 Jul 2026, 12:37 pm

The appeals ladder

Our refund policy publishes a five-step appeals ladder under "Appeals — if you're not satisfied". If you are not satisfied at one stage, you can move to the next.

  1. Customer care. Reply on your existing case with what you want changed and why, open a request at /requests/new, or email support@fixcoffee.in. You get an acknowledgement with a ticket number within 24 hours.
  2. The grievance officer, if customer care's answer does not resolve it for you.
  3. Independent third-party inspection, for disagreements about a technical question. A neutral coffee-equipment workshop can be jointly appointed to inspect the unit and report. The report is evidence for both sides; neither side is bound by it.
  4. Online dispute resolution through the National Consumer Helpline at consumerhelpline.gov.in, which offers mediation.
  5. The District Consumer Disputes Redressal Commission under Section 34 of the Consumer Protection Act, 2019. This right is preserved regardless of anything in the policy.

The grievance officer

Fix Coffee's grievance officer is Shashwat Jain, CEO, registered per the Consumer Protection Act 2019, the E-Commerce Rules 2020 and the DPDP Act 2023.

  • Email: shashwat@fixcoffee.in
  • WhatsApp / Phone: +91 96507 41802
  • Hours: Monday to Saturday, 10:00 to 19:00 IST

Write to that address directly, or state clearly on your case that you want to escalate.

Our commitments to you

  • Your grievance is acknowledged within 48 hours of receipt
  • The resolution target is 30 days from receipt of your grievance

If a resolution will take longer than 30 days, for example when a manufacturer overseas is involved, you get a written status update with a revised timeline before day 30, and your right to escalate further stays intact.

What a resolution looks like

You receive a written decision. If a remedy is offered, it is carried out, not just promised. If your grievance is declined, the decision explains which policy clause applies and points you to the next tier of the ladder.

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