Grievance Redressal Policy
1. Purpose & Legal Basis
This Grievance Redressal Policy is published in compliance with:
• Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020
• Digital Personal Data Protection Act, 2023 (DPDP Act)
• Information Technology Act, 2000
Jaipuri Dhaaga (operated by Scalento Private Limited) is committed to addressing customer grievances promptly, fairly, and transparently. This policy applies to all complaints relating to products purchased, orders placed, data privacy, and any other interaction with our website jaipuridhaaga.com.
2. Grievance Officer
As mandated under Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to handle all customer complaints:
|
Grievance Officer — Jaipuri Dhaaga Name: Dwarkesh Designation: Founder & Grievance Officer, Scalento Private Limited Email: jaipuridhaaga@gmail.com Address: Plot No. 17, 1st Floor, Vibhag-2, Aanant Business Park, Near Nayara Petrol Pump, Kiran Chowk to Kargil Chowk Road, Kiran Chowk, Surat – 395011, Gujarat Working hours: Monday to Friday, 10:00–18:00 IST Support channel: Email only — jaipuridhaaga@gmail.com |
3. What You Can Raise a Grievance About
• Product issues: Defective, damaged, or wrong item received
• Order issues: Non-delivery, delayed delivery, or incorrect order
• Exchange issues: Dispute regarding exchange eligibility, processing, or resolution
• Payment issues: Incorrect charge, refund not received, or double payment
• Cancellation issues: Order not cancelled despite request, or refund not processed
• Data privacy complaints: Concerns about how your personal data is collected, stored, or used
• Misleading information: Product description, pricing, or policy inconsistencies on our website
• Any other complaint: Any other issue arising from your interaction with Jaipuri Dhaaga
4. How to File a Grievance
All grievances must be submitted via email to jaipuridhaaga@gmail.com. We do not accept grievances via WhatsApp, phone, or any other channel.
Your email should include:
1. Your full name
2. Order ID (if applicable)
3. Date of purchase or incident
4. Clear description of the grievance
5. Supporting evidence — photographs, videos, screenshots (where applicable)
6. Your preferred resolution
5. Resolution Timeline
|
Stage |
Timeline |
|
Complaint received |
Immediate — auto-acknowledgement via email |
|
Formal acknowledgement |
Within 48 business hours |
|
Investigation in progress |
Days 3–25 from receipt |
|
Resolution communicated to you |
Within 1 month (30 days) of receipt |
|
Escalation to consumer forum |
If unresolved after 30 days |
We are committed to resolving all grievances within 30 days of receipt.
6. Escalation
If Unresolved by Jaipuri Dhaaga
• National Consumer Helpline: Call 1800-11-4000 or visit consumerhelpline.gov.in
• Consumer Dispute Redressal Commission: File a complaint at your district or state CDRC under the Consumer Protection Act, 2019
• Data Protection Board of India: Escalate unresolved privacy grievances once the Board is fully operational
Jurisdiction for all disputes: Courts of Surat, Gujarat, India.
7. Our Commitment to Fair Treatment
• Every complaint will be acknowledged within 48 business hours
• All complaints will be investigated objectively and without bias
• You will not be penalised or discriminated against for raising a legitimate grievance
• All grievance communications will be kept confidential
• We will not delete negative reviews or suppress legitimate customer feedback
8. Misuse of the Grievance Process
We reserve the right to close or disregard grievances that are:
• Abusive, threatening, or harassing in nature
• Submitted in bad faith or with fraudulent intent
• Duplicate submissions of the same unresolved complaint without new information
• Outside the scope of our policies
Contact Us
Write to us at jaipuridhaaga@gmail.com.
Monday to Friday, 10:00–18:00 IST | Response within 48 business hours
From Jaipur's rich heritage to your wardrobe — authentic ethnic wear woven with tradition and crafted with care.