Grievance redressal
How to raise a complaint, our grievance officer, and response timelines.
We want to fix problems quickly and fairly. This page sets out how to raise a complaint, as required by the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Rules, and the Digital Personal Data Protection Act, 2023.
How to raise a complaint
- Customer care first. Most order issues (missing or damaged items, refunds, delivery) are fastest this way. See Contact us.
- Grievance officer. If you're not happy with customer care's answer, or your complaint is about privacy, your account, or content on the site, write to the Grievance Officer below.
- Outside help. If we haven't resolved it within the timelines below, you can escalate it (see the last section).
Grievance officer
Customer care
Use the help options in My orders for anything about an order.
Grievance officer
Write to customer care and mark your message “Grievance” — it will be handled under our grievance process.
Our timelines
48 hoursto acknowledge your complaint, with a reference number
1 monthto resolve it, from the day we receive it
We'll tell you what we decided and why. Requests about your personal data are answered within the time the DPDP Act and its rules set.
What to include
- Your name and the mobile number or email on your account;
- the order number, if it's about an order (from My orders);
- what happened, and what you'd like us to do;
- photos or screenshots, if they help.
If you're still not satisfied
- National Consumer Helpline (Department of Consumer Affairs, Government of India): call 1915 or register a complaint at consumerhelpline.gov.in.
- Consumer Commissions: you can file a complaint with the District, State or National Consumer Commission under the Consumer Protection Act, 2019.
- Personal data complaints: after using our grievance process, you can complain to the Data Protection Board of India.