This Grievance Redressal Policy (“Policy”) is established by Ditya Imitation Jewellery (“Company”, “we”, “our”, or “us”) in compliance with the provisions of the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
The purpose of this Policy is to ensure an effective, transparent, and time-bound mechanism for addressing customer complaints, concerns, and grievances arising from transactions conducted on our platform.
1. OBJECTIVE
The objective of this Policy is to:
Provide customers with a clear process for lodging complaints
Ensure prompt acknowledgement and resolution of grievances
Maintain accountability and transparency in customer service
Comply with applicable Indian laws governing eCommerce businesses
2. SCOPE
This Policy applies to all users and customers who purchase or interact with Ditya Imitation Jewellery through its website or any associated platforms.
Grievances may include, but are not limited to:
Defective or damaged products
Incorrect or incomplete orders
Delayed or failed deliveries
Payment-related issues
Refund or return concerns
Misleading product information
Any violation of stated policies
3. GRIEVANCE OFFICER DETAILS
In accordance with applicable laws, the Company has appointed a Grievance Officer responsible for handling customer complaints.
Grievance Officer
Ditya Imitation Jewellery
Email: dityaimitationjewellery@gmail.com
Address: A-One Shopping Center, 7, beside Monginis Cake Shop, opp. G.E.B, Eru Char Rasta, Navsari, Gujarat 396450
4. PROCEDURE FOR FILING A GRIEVANCE
Customers may raise a complaint by contacting us via email with the following details:
Full Name
Registered Email ID / Phone Number
Order ID / Transaction Reference Number
Description of the issue or complaint
Supporting documents or images (if applicable)
Incomplete or insufficient information may delay the resolution process.
5. ACKNOWLEDGEMENT OF COMPLAINT
All complaints will be acknowledged within 48 (forty-eight) hours of receipt
A unique reference number may be assigned for tracking purposes
6. RESOLUTION TIMELINE
The Company shall make reasonable efforts to resolve complaints within 30 (thirty) days from the date of receipt
Resolution may include replacement, refund, clarification, or any other appropriate remedy
7. ESCALATION MECHANISM
If a customer is not satisfied with the resolution provided, they may:
Request further review by responding to the grievance email
Seek remedies available under the Consumer Protection Act, 2019 through appropriate consumer forums
8. RESPONSIBILITIES OF THE COMPANY
Ditya Imitation Jewellery shall:
Maintain records of complaints and resolutions
Ensure fair and unbiased handling of grievances
Take corrective actions to prevent recurrence of issues
Adhere to all applicable legal timelines
9. CUSTOMER RESPONSIBILITIES
Customers are expected to:
Provide accurate and complete information
Cooperate during the resolution process
Avoid misuse of the grievance mechanism
Any false or fraudulent complaints may lead to rejection and potential legal action.
10. LIMITATION
The Company shall not be responsible for:
Issues arising due to incorrect information provided by the customer
Delays caused by third-party logistics or external factors beyond control
Claims made after the specified policy timelines
11. POLICY UPDATES
The Company reserves the right to amend or update this Policy at any time without prior notice. Updated versions will be effective immediately upon publication on the website.
12. CONTACT INFORMATION
For all grievance-related communication, please contact:
Ditya Imitation Jewellery
Email: dityaimitationjewellery@gmail.com
Phone: 096244 22839
Address: A-One Shopping Center, 7, beside Monginis Cake Shop, opp. G.E.B, Eru Char Rasta, Navsari, Gujarat 396450