Grievance Redressal Policy

Last updated: [DD Month YYYY]

In accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have put in place a formal grievance redressal mechanism and appointed a Grievance Officer for the Site. This mechanism is available to all customers, including international customers, though the consumer-forum remedies described in Section 5 below are generally available only to Indian-resident consumers.

1. Our Escalation Matrix

Most concerns can be resolved at the first level; where they cannot, we provide a clear, timed path to escalate:

• Level 1 — Customer Support: your first point of contact for any order, shipping, customs, or product query.
• Level 2 — Grievance Officer: for concerns not resolved at Level 1 within a reasonable time, including disputes about our No Cancellation & No Refund Policy or a claim under its narrow exceptions.
• Level 3 — External consumer forums: available to Indian-resident consumers if the matter remains unresolved after Level 2 (see Section 5).

2. Level 1 — Customer Support

Email: [support email]
Phone/WhatsApp: [support phone number, with +91 country code for international callers]
Support hours: [e.g. Monday–Saturday, 10:00 AM – 6:00 PM IST]
We aim to respond to Level 1 queries within [24 hours] on a working day.

3. Level 2 — Grievance Officer

If your concern is not resolved to your satisfaction at Level 1 within a reasonable time, you may escalate it in writing to our designated Grievance Officer:

Name: [Grievance Officer Full Name]
Designation: Grievance Officer
[Business Legal Name]
Address: [Registered Address, Jaipur, Rajasthan, India]
Email: [grievance officer email]
Phone: [grievance officer phone number]
Hours: [e.g. Monday–Friday, 10:00 AM – 6:00 PM IST]

4. Our Response-Time Commitments

• We will acknowledge receipt of your Level 2 grievance within [48 hours].
• We will aim to resolve your grievance within [30 days] of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.
• Where a grievance requires physical inspection of a returned item or coordination with a courier partner, we will keep you informed of progress at reasonable intervals rather than leaving the [30-day] window unexplained.

5. Level 3 — Consumer Forums (Indian Residents)

If you are an Indian resident and remain unsatisfied after Level 2 escalation, you are free to approach:

• The National Consumer Helpline (NCH) — toll-free 1915, or via the consumerhelpline.gov.in / UMANG app.
• The E-Daakhil online consumer dispute portal at edaakhil.nic.in.
• The appropriate District, State, or National Consumer Disputes Redressal Commission having jurisdiction, in accordance with the Consumer Protection Act, 2019.

6. International Customers

If you are ordering from outside India, please use the Level 1/Level 2 escalation route in Sections 2 and 3 in the first instance. As set out in our Terms and Conditions, all orders are governed by Indian law and, where applicable, the courts at Jaipur, Rajasthan have exclusive jurisdiction; the consumer-forum remedies in Section 5 are generally available only to Indian-resident consumers, and international customers are encouraged to resolve disputes through direct escalation to our Grievance Officer.

7. Record-Keeping

We maintain a record of every grievance raised, the evidence submitted, and its resolution, both to ensure consistent handling and to demonstrate compliance with applicable consumer-protection law.

8. Language

You may write to us in English or Hindi; we will respond in the language in which you wrote to us, where reasonably possible.