Grievance Redressal Policy

Effective date: 18 August 2026

Jyoti Luxe is committed to providing fair, transparent and timely resolution of customer grievances. This policy explains how customers may submit and escalate complaints relating to our products, orders, payments, deliveries, cancellations, returns, refunds, website or handling of personal data.

1. Scope

This policy applies to grievances concerning:

  • products purchased from Jyoti Luxe;
  • product quality or material differences from the listing;
  • order processing or cancellation;
  • payments and Cash on Delivery advances;
  • shipping, delivery delays or failed delivery;
  • damaged, defective, wrong or missing products;
  • returns, exchanges or refunds;
  • customer service;
  • website accounts, reviews or functionality;
  • privacy, personal data or marketing communications; and
  • any other concern connected with www.jyotiluxe.com.

Routine questions may first be submitted to Customer Support. A formal or unresolved complaint may be addressed directly to the Grievance Officer.

2. Grievance Officer

In accordance with applicable Indian ecommerce and consumer-protection requirements, Jyoti Luxe has designated the following Grievance Officer:

Manisha Singhal
Grievance Officer, Jyoti Luxe
A381, Pocket A, Sarita Vihar
Delhi – 110076, India

Email: care@jyotiluxe.com
Phone/WhatsApp: +91 8698582110
Support hours: Monday–Saturday, 10:00 AM–6:00 PM IST, excluding public holidays

For faster identification, please use the email subject:

Grievance – Order Number [Your Order Number]

If the grievance does not relate to an order, please mention the relevant issue in the subject line.

3. Information to provide

Please include all reasonably available information relevant to your grievance:

  • your full name;
  • registered email address and mobile number;
  • order number, where applicable;
  • date on which the issue occurred;
  • a clear description of the problem;
  • previous communication with Customer Support;
  • payment or transaction reference, where relevant;
  • supporting invoices, screenshots, photographs or videos;
  • the resolution you are seeking; and
  • any other information necessary to investigate the complaint.

For damaged, defective, wrong or missing product claims, please also provide the evidence required under the Return, Exchange & Refund Policy, including the continuous parcel-opening video and clear photographs or videos, where available.

Please do not share passwords, OTPs, UPI PINs, CVVs or internet-banking credentials.

4. Acknowledgement and resolution timeline

Jyoti Luxe will:

  • acknowledge receipt of a consumer grievance within 48 hours; and
  • resolve or redress the grievance within one month from the date it is received.

The acknowledgement may contain a complaint or reference number, a request for necessary information, and the next expected action.

If additional information is required, the customer should provide it promptly. Jyoti Luxe will keep the customer reasonably informed where an investigation requires coordination with a courier, payment gateway, technology provider or another relevant service provider.

5. How grievances are handled

After receiving a grievance, Jyoti Luxe may:

  1. verify the customer and relevant order or transaction;
  2. review the complaint and supporting evidence;
  3. examine internal order, packing, payment or communication records;
  4. obtain relevant information from couriers, payment providers or technology partners;
  5. request reasonable additional information from the customer;
  6. assess the complaint under applicable Jyoti Luxe policies and law; and
  7. communicate the decision and proposed resolution.

Depending on the circumstances, the resolution may include:

  • clarification or correction of information;
  • cancellation, where permitted;
  • replacement or exchange;
  • refund;
  • dispatch of a missing product or accessory;
  • correction or deletion of personal data, where applicable;
  • service-related corrective action; or
  • another remedy considered appropriate under applicable law.

6. Product-related grievances

Product-related complaints are evaluated in accordance with the Product Disclaimer and Return, Exchange & Refund Policy.

Eligible delivery-related claims ordinarily include:

  • a damaged or defective product;
  • the wrong product being delivered;
  • a product materially differing from its listing; or
  • a missing product or included accessory.

Such issues should normally be reported within 48 hours after delivery, without limiting any non-waivable right concerning a latent defect or another remedy available under applicable law.

Jyoti Luxe does not offer returns or exchanges merely because of a change of mind.

7. Privacy grievances

A customer may contact the Grievance Officer regarding:

  • access to or information about personal data;
  • inaccurate or incomplete personal information;
  • correction, updating or deletion requests;
  • withdrawal of consent, where applicable;
  • suspected unauthorised use or disclosure;
  • account security;
  • cookies, analytics or advertising technologies; or
  • any other concern regarding the Privacy Policy.

Jyoti Luxe may request reasonable verification before acting on a privacy request. Personal data may continue to be retained where required for order fulfilment, tax, accounting, fraud prevention, legal claims or other lawful obligations.

8. Confidentiality and records

Information submitted with a grievance will be used for:

  • investigating and resolving the complaint;
  • communicating with the customer;
  • preventing fraud or misuse;
  • improving products and customer service;
  • maintaining appropriate records; and
  • meeting legal or regulatory obligations.

Grievance information may be shared with relevant payment providers, couriers, technology vendors, professional advisers or government authorities where reasonably necessary and legally permitted.

Records may be retained for the period required for follow-up, audit, tax, accounting, fraud prevention, dispute resolution and legal compliance.

9. Fair treatment

Jyoti Luxe will consider grievances in good faith and without discrimination. A customer will not be denied service or subjected to retaliation merely for submitting a genuine complaint.

Jyoti Luxe may, however, take appropriate action against fraudulent, abusive, threatening, repetitive or deliberately misleading complaints, subject to applicable law.

10. External escalation

If you are not satisfied after using Jyoti Luxe’s internal grievance process, you may contact the National Consumer Helpline:

The National Consumer Helpline is a pre-litigation grievance channel. You may also approach the appropriate Consumer Commission or another competent authority in accordance with applicable law.

11. No limitation of statutory rights

This Grievance Redressal Policy is intended to provide an internal complaint-resolution mechanism. It does not limit any right or remedy available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, applicable data-protection law or any other law in force.

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