Respect, both ways
TL;DR
- We will always treat you with respect, and we ask for the same in return.
- You can disagree, complain and escalate. You cannot abuse, threaten or harass our team.
- If that happens, we may end the conversation and cancel any order that has not shipped, with a full refund.
- Calls may be recorded. We will tell you at the start of the call.
This policy only exists for the rare customer who is unkind or disrespectful to our team. If you place an order, ask questions, or even raise a complaint politely, none of this applies to you. You are our favourites.
Customer service is our first priority. Respect is the one thing we ask in return.
To date, we have never had to cancel an order under this policy, and we hope we never do. We will go out of our way to solve a problem, explain a product, or fix a mistake that is ours.
What we cannot do is keep helping while our team is being insulted or threatened. Good service depends on basic courtesy on both sides of the conversation. When that is missing, we will step back, and this policy explains exactly how.
01What we expect
This policy applies to every conversation with Lynk Crafts, on calls, WhatsApp, email or any other channel, before and after an order is placed.
Frustration is understandable and complaints are welcome. The following is not acceptable towards any member of our team:
- Abusive, obscene or offensive language, including slurs and personal insults
- Threats of any kind, to a person, their reputation or their property
- Harassment, including repeated calls or messages after a matter has been answered
- Discriminatory remarks about religion, race, caste, sex, place of birth, language or any personal characteristic
- Trying to get refunds, replacements or concessions through intimidation or knowingly false claims
02How we respond
Our response is proportionate to what happened. In most cases it follows these steps:
On a call, we give one clear, calm warning.
If it continues, we end the call or stop replying on that chat or email thread.
Any order not yet dispatched may be cancelled, with a full refund.
We may decline future orders from the same customer.
Cancellation can apply to orders placed before or after the conduct. We may not announce a cancellation during a call. If an order is cancelled under this policy, we will confirm it in writing. In serious cases, we may also report the matter to the authorities.
03Why we can cancel an order
Under the Indian Contract Act, 1872, placing an order on lynkcrafts.com is an offer to buy. The order confirmation email only confirms that we received it. The sale becomes a binding contract when we accept the offer by dispatching the order.
Until dispatch, Lynk Crafts may decline or cancel any order at its discretion, including under this policy.
We do this because a small team cannot serve a customer well when the relationship has broken down before the product has even shipped. A full refund means you lose nothing.
04Calls and records
Calls with our support team may be recorded. If a call is recorded, we will tell you at the start. By continuing after that notice, you acknowledge the recording.
| What we keep | Call recordings, WhatsApp conversations and emails |
|---|---|
| Why | An accurate record of what was said, resolving disputes, quality and training, and legal compliance |
| Who sees it | Authorised team members only, stored securely |
| How long | Recordings are deleted after 90 days, unless needed for an open dispute or legal proceeding |
| Disclosure | Only to law enforcement, courts or consumer commissions where required or permitted by law |
Records are handled under the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, and as described in our Privacy Policy.
05Legal basis
Some conduct towards our team can be an offence under Indian law. Lynk Crafts reserves the right to pursue any remedy available to it and may use its records as evidence.
| Law | What it covers |
|---|---|
| Bharatiya Nyaya Sanhita, 2023, Section 351 | Criminal intimidation, threatening a person, their reputation or property |
| Bharatiya Nyaya Sanhita, 2023, Section 352 | Intentional insult meant to provoke a breach of peace |
| Bharatiya Nyaya Sanhita, 2023, Section 356 | Defamation |
| Information Technology Act, 2000 | Offences committed through electronic communication |
| Indian Contract Act, 1872 | When an order becomes a binding contract (see section 03) |
| Consumer Protection Act, 2019 and E-Commerce Rules, 2020 | Fair treatment of consumers, including full refunds on seller cancellation |
06Fair treatment and your rights
Any action under this policy is based only on how someone treats our team. We never refuse or restrict service because of religion, race, caste, sex, place of birth, language, region or any other personal characteristic.
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other law. If you believe action was taken against you in error, write to support@lynkcrafts.com and we will review it and reply in writing.
07General
Governing law. This policy is governed by the laws of India. Subject to your right to approach the appropriate consumer commission, disputes under this policy are subject to the jurisdiction of the courts at Gurugram, Haryana.
Changes. We may update this policy from time to time. The version on this page, with its effective date, applies.
Contact. Support is available on WhatsApp and at support@lynkcrafts.com.