1. Our commitment

If something goes wrong we want to fix it quickly. This page explains how to raise a complaint and what to expect.

2. Step one — contact support

Most issues are resolved fastest through Returns & Support in your account, or by emailing [support email] with your order number. We acknowledge within [X] working days.

3. Step two — escalate

If you are not satisfied with the response, or have not heard back in time, escalate to our Grievance Officer.

4. Grievance Officer

As required under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000:

Name: [officer name]
Designation: Grievance Officer
Email: [grievance email]
Phone: [support phone]
Address: [registered address]
Working hours: [days and times]

5. Timelines

Complaints are acknowledged within 48 hours and ordinarily resolved within one month of receipt.

6. What to include

Your order number, registered email or phone, a clear description of the issue, and any supporting photographs. Complete information helps us resolve it in one pass.

7. If you remain dissatisfied

You may approach the National Consumer Helpline (1915) or the appropriate Consumer Disputes Redressal Commission.