1. Start with customer support

For the quickest resolution, contact customer support through the verified details on the Contact page. Provide the order number, registered mobile number, a concise description, the remedy requested and relevant photographs, references or earlier ticket numbers.

2. Escalate a formal grievance

If support does not resolve the matter, send a written grievance marked “For the Grievance Officer”. The Grievance Officer’s verified name, designation and contact details must be displayed on the Contact page before commercial launch. A grievance may concern an order, unfair trade practice, payment, delivery, return/refund, content, account or privacy handling.

3. What happens next

• We acknowledge receipt within 48 hours and provide or confirm a reference number.
• We may request information reasonably necessary to investigate; respond using the same reference.
• We aim to resolve the grievance within one month from receipt, as required for consumer grievances under the applicable e-commerce rules.
• The resolution explains the outcome, remedy or next step. Complex legal or third-party investigations will receive progress updates and do not reduce mandatory rights.

4. Privacy grievances

Mark a personal-data complaint “Privacy Grievance”. We may verify identity and route it to the person responsible for data-protection requests. Applicable data-protection grievance and appeal rights remain available.

5. External remedies

If you remain dissatisfied, you may contact the National Consumer Helpline through its current official channels or file before the competent Consumer Commission through the official e-Jagriti/e-filing facility, as applicable. You may also approach another regulator or statutory authority with jurisdiction.