Grievance Redressal Policy

Grievance Redressal Policy

At Website, customer satisfaction is our highest priority. We are committed to providing a seamless shopping experience. However, if you have any concerns or grievances regarding our products, services, payments, or deliveries, we are here to resolve them promptly and fairly.

This Grievance Redressal Policy is established in compliance with the Consumer Protection (E-Commerce) Rules, 2020.

How to Raise a Grievance

If you have a complaint or concern, please contact us through one of the following channels:

When raising a grievance, please provide:

  • Your full name and contact information (email, phone number)
  • Order number or transaction ID (if applicable)
  • A brief description of the grievance
  • Supporting documents/screenshots (if applicable)

Acknowledgement of Grievance

  • We will acknowledge your grievance within 48 hours of receipt.

Resolution Timeline

  • We aim to resolve all grievances within 7 working days.
  • If additional time is required, we will inform you of the reason for the delay and provide an expected resolution date.

Grievance Officer (Escalation)

If your concern is not resolved satisfactorily through customer support, you may escalate the matter to our designated Grievance Officer:

Limitation of Service Recovery and Compensation for Customer Grievances

1. Resolution of Product and Service Complaints

In the event of a complaint relating to incorrect, damaged, defective, missing, or otherwise non-conforming products, the Company shall review the complaint and, where appropriate, provide a remedy in accordance with its applicable Return, Refund, Replacement and Cancellation Policy and applicable law.

2. Additional Compensation for Inconvenience or Mental Distress

Where a customer requests additional monetary compensation for alleged inconvenience, loss of time, frustration, mental distress, harassment, or repeated follow-ups arising from an order or customer service interaction, the Company shall assess such request on its individual merits, taking into consideration the nature of the issue, the facts and evidence available, the corrective action taken, and the remedy already provided.

Subject to applicable law, any additional goodwill or service-recovery compensation voluntarily offered by the Company shall ordinarily not exceed the actual selling price paid by the customer for the product giving rise to the complaint, excluding any amount already refunded or otherwise reimbursed, as applicable. Such compensation shall not be automatic and shall be subject to the Company's review and approval.

3. No Automatic Entitlement to Additional Compensation

A refund, replacement, or other corrective action shall not, by itself, create an automatic entitlement to additional goodwill compensation merely because a customer has spent time pursuing the complaint, sent repeated communications, escalated the matter to senior management, or raised the grievance on social media, consumer forums, or other public platforms.

4. Complaints Raised on External Platforms

The above principles shall apply consistently to eligible complaints received through the Company's website, email, telephone, social media, online marketplaces, consumer forums, or other customer grievance channels. The Company shall assess complaints based on their facts and merits, irrespective of the platform on which they are raised.

5. Reservation of Statutory Rights

Nothing in this clause shall exclude, restrict, or override any non-waivable rights or remedies available to a consumer under applicable law, or limit the powers of any competent court, consumer commission, regulator, or other statutory authority to grant relief or award compensation. Any compensation legally required to be paid pursuant to an applicable law or binding order shall be dealt with in accordance with such law or order.

6. Good-Faith Grievance Resolution

The Company reserves the right to investigate complaints, request reasonable supporting information, and determine an appropriate resolution in accordance with its published policies and applicable law. Customers are encouraged to use the Company's designated grievance-redressal channels so that concerns can be reviewed and addressed in a fair, timely, and documented manner.

Grievance Officer Contact Details

  • Name: Grievance Officer
  • Email: support@gadgetlane.co.in 
  • Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM

The Grievance Officer is responsible for ensuring that unresolved complaints are addressed in a fair and timely manner.