The grievance officer#
Rule 4(5) of the Consumer Protection (e-Commerce) Rules, 2020 requires us to appoint a grievance officer resident in India and to publish their name, designation and contact details. The appointment has not been made. We are not going to print a name here before there is a person behind it, because a customer with a problem would spend their attempt on it.
- Name
- Officer name — not yet published
- Designation
- Grievance Officer
- Telephone
- Telephone — not yet published
- Address
- Postal address — not yet published
Until the appointment is made, the email address above is monitored and a grievance sent to it is treated as a grievance under this policy, on the times below.
How quickly we answer#
- Acknowledgement
- Within 48 hours of receipt
- Resolution
- Within 30 days of receipt
Both figures are read from the platform’s own configuration when this page is rendered, so what is published here is what the business is set up to do rather than a number typed into a document once.
How to raise one#
- Email the address above. Include your order number, and the serial number of the machine if the grievance is about a particular one — every machine we sell has one and it is on your invoice.
- Tell us what you want to happen. A return, a replacement, a refund, a correction to a record, an explanation.
- You do not need to have raised a return or a claim first. A grievance is not an escalation of those; it is a separate route and it is always open.
If your complaint is about a specific machine arriving in the wrong condition, the faster route is usually the inspection window in returns and refunds, which is a decision we make against a published standard rather than a conversation.
If we do not resolve it#
You may take a consumer complaint to the National Consumer Helpline or file it on the e-Daakhil portal operated by the Department of Consumer Affairs. Nothing in this policy limits that, and using our procedure first is not a condition of it.