Grievance Redressal

In compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, ARQJewels has appointed a Grievance Officer to handle complaints from users.

1. Grievance Officer

Grievance Officer
Customer Care Lead
ARQJewels · ARQJewels, India
Email: grievance@arqjewels.local
Phone: +91 0000000000
Hours: Monday – Friday, 10:00 to 18:00 IST (excluding public holidays).

2. What you can write to us about

• Issues with an order: delay, damage, missing items, wrong product, refund pending.
• Concerns about content, listings or pricing on the Site.
• Requests under the DPDP Act: access, correction, erasure or portability of your personal data.
• Reports of impersonation or unauthorised use of your account.
• Any other complaint regarding the Site or our services.

3. What to include in your complaint

• Your full name, registered email and phone number.
• Order number (if applicable).
• A clear description of the issue.
• Any supporting attachments — photographs, screenshots, prior emails.
• The outcome you’re seeking.

4. Our commitment

• We acknowledge every complaint within 48 hours of receipt.
• We resolve complaints within 30 days of receipt. Most are closed within 7 working days; the longer window applies only to issues requiring courier or payment-provider investigation.
• We keep a written record of every complaint and the action taken, available to you on request.

5. Escalation

If you are not satisfied with the resolution offered by our Grievance Officer, you may escalate to:

• National Consumer Helpline — consumerhelpline.gov.in / 1800-11-4000.
• Consumer Disputes Redressal Commission (district, state or national) under the Consumer Protection Act, 2019.
• Data Protection Board of India for unresolved DPDP-related complaints, after exhausting our internal process.

6. Confidentiality & record-keeping

Complaints are handled by the Grievance Officer and only those members of our team whose involvement is necessary to resolve the issue. Personal data shared in your complaint is processed in accordance with our Privacy Policy and retained for the statutory period required for record-keeping. Sensitive financial details (e.g. bank account numbers shared for refund purposes) are stored encrypted and purged within 30 days of refund completion.

7. Anonymous complaints

We accept anonymous reports of suspected fraud, account takeover or abuse. Anonymous complaints are reviewed but, by their nature, we can’t share resolution updates back. If you’d prefer to be identified to us but stay confidential externally, please say so in your message and we’ll honour that.

8. Working with our partners

Some complaints (delivery delays, payment failures, refund delays) require us to coordinate with third-party service providers — Razorpay for payments, Shiprocket and the underlying couriers for shipments. We track these tickets internally and share status updates with you. The 30-day SLA above includes the time taken by these partners.

9. Updates

Details of the Grievance Officer are updated on this page when they change. The version published here is the source of truth. For accessibility, we also display the same details on the contact page and include them in every order-confirmation email.