Grievance Redressal Policy

Effective Date: 29 July 2026
Last Updated: 29 July 2026

Manvaya Jewels is committed to addressing consumer concerns fairly, transparently and within reasonable timelines. This Grievance Redressal Policy explains how customers may submit a complaint, how complaints are investigated, the expected response timelines and the escalation options available.

The Consumer Protection (E-Commerce) Rules, 2020 require an e-commerce entity to establish an adequate consumer-grievance mechanism, appoint a Grievance Officer and display that officer’s name, designation and contact details. The Rules also require acknowledgement of consumer complaints within 48 hours and redressal within one month from receipt.

This Policy should be read with Manvaya Jewels’:

Cancellation Policy
Return, Exchange & Refund Policy
Shipping Policy
Product Disclaimer
Privacy Policy
Terms & Conditions

1. Business details

Business name: Manvaya Jewels
Business structure: Sole proprietorship
Proprietor: Vishal Saklani

Business address:
Shop No. 36, Indirapuram
Ghaziabad, Uttar Pradesh – 210001
India

Website: https://manvayajewels.com/
Customer-support email: care@manvayajewels.com
Phone/WhatsApp: +91 98765 43211
Support hours: Monday to Saturday, 11:00 AM to 8:00 PM IST

2. Grievance Officer

The following person is designated as the Grievance Officer for Manvaya Jewels:

Name: Vishal Saklani
Designation: Proprietor and Grievance Officer
Email: care@manvayajewels.com
Phone/WhatsApp: +91 98765 43211

Postal address:
Shop No. 36, Indirapuram
Ghaziabad, Uttar Pradesh – 210001
India

For faster identification, customers should use the following email subject:

Consumer Grievance – Order [Order Number]

3. Purpose of this Policy

The purpose of this Policy is to:

Give customers a clear process for raising concerns.
Ensure complaints are assessed fairly and without unnecessary delay.
Define acknowledgement, investigation and resolution timelines.
Identify the information required to investigate complaints.
provide an internal escalation mechanism.
Protect customers from unfair or misleading practices.
Help Manvaya Jewels identify recurring service or product issues.
Preserve customers’ statutory rights under applicable Indian law.

4. Scope

This Policy applies to grievances concerning products, services or orders handled directly by Manvaya Jewels through:

manvayajewels.com
Manvaya Jewels’ official Instagram account
Manvaya Jewels’ official WhatsApp account
Direct telephone or email orders
Exhibitions and pop-up events operated by Manvaya Jewels
Other direct sales channels expressly controlled by Manvaya Jewels

For orders placed through a third-party marketplace, customers should ordinarily begin by using the grievance or support process provided by that marketplace.

Manvaya Jewels may still assist where the matter concerns its product, listing or conduct as a seller.

5. Meaning of a grievance

A grievance is an expression of dissatisfaction concerning a product, order, payment, service, representation, policy decision or conduct associated with Manvaya Jewels for which the customer reasonably expects a response or remedy.

A grievance may include a concern about:

Damaged or defective jewellery
Wrong or missing products
Products materially different from their description
Order cancellation
Return or exchange rejection
Refund delay
Payment issue
Duplicate payment
Shipping delay
Lost shipment
Incorrect delivery
A parcel marked delivered but not received
Customer-support conduct
Misleading product information
Promotional terms
Privacy or personal-data handling
Unauthorised marketing communication
Website accessibility
Suspected impersonation or fraud involving the Manvaya Jewels name
Any other consumer-related concern

6. Matters that may not be treated as consumer grievances

The following may be handled outside this grievance process:

General product enquiries
Requests for styling advice
Wholesale or business proposals
Employment applications
Influencer-collaboration proposals
Supplier enquiries
Spam or automated messages
Messages unrelated to Manvaya Jewels
Complaints that do not provide enough information to identify the customer, order or issue
Abusive messages containing no genuine consumer concern

Where possible, Manvaya Jewels may redirect such communications to the appropriate team or channel.

7. How to submit a grievance

A grievance may be submitted through:

Email

care@manvayajewels.com

+91 98765 43211

Telephone

+91 98765 43211

Telephone assistance is available during the stated support hours. A written follow-up may be requested where documents or evidence are required.

Postal grievance

The customer may write to:

Grievance Officer
Manvaya Jewels
Shop No. 36, Indirapuram
Ghaziabad, Uttar Pradesh – 210001
India

Postal complaints should be sent through a trackable service where possible.

8. Information to include

To help us investigate efficiently, customers should provide:

Full name
Order number
Registered phone number
Registered email address
Delivery address, where relevant
Product name
Date of purchase
Date of delivery
Sales channel used
Clear description of the concern
Remedy requested
Previous correspondence with customer support
Relevant photographs, videos or documents
Payment reference, where relevant
Courier tracking information, where relevant

Customers should send only information reasonably necessary to investigate the grievance.

9. Sensitive financial information

Customers must not send:

Card PIN
CVV
UPI PIN
Internet-banking password
One-time password
Complete debit or credit-card number
Screen-sharing access
Remote-device access credentials

Manvaya Jewels does not require this information to investigate a complaint or issue a legitimate refund.

Where bank or UPI details are required for a Cash on Delivery refund, the customer should provide only the details specifically requested through an authorised Manvaya Jewels communication channel.

10. Grievance acknowledgement

Manvaya Jewels will aim to acknowledge receipt of a consumer grievance within 48 hours.

The acknowledgement may contain:

Confirmation that the grievance has been received
A complaint or reference number
The date of receipt
A request for additional information
The person or team handling the matter
An indicative next-update date

An acknowledgement confirms receipt only. It does not mean that the complaint has been accepted as valid or finally resolved.

The 48-hour acknowledgement and one-month redressal requirements are prescribed by the Consumer Protection (E-Commerce) Rules, 2020.

11. Resolution timeline

Manvaya Jewels will seek to resolve a consumer grievance within one month from the date of receipt.

Many straightforward complaints may be resolved sooner.

The time required may depend on:

Whether further information is needed
Product inspection
Courier investigation
Payment-gateway confirmation
Marketplace coordination
Supplier verification
Alleged fraudulent activity
Technical investigation
Complexity of the legal or factual issue
Customer response time

Where final resolution is delayed, Manvaya Jewels will aim to inform the customer of:

The reason for the delay
The steps already taken
Any information still required
A revised expected resolution date

12. Priority grievances

The following may receive priority review:

A product presenting a potential safety concern
Suspected financial fraud
Unauthorised use of payment details
Identity theft or impersonation
Serious allergic-reaction reports
A parcel containing an unexpected or hazardous object
A credible threat to customer safety
Unauthorised disclosure of personal information
Repeated charges or significant payment errors
Complaints involving a vulnerable customer

Priority treatment does not mean that the complaint will automatically be accepted. It means that the matter may be assessed more urgently.

13. Initial assessment

After receiving a grievance, Manvaya Jewels may assess:

Whether the complaint falls within this Policy.
Whether the order can be identified.
Whether the required information has been supplied.
Which policy applies to the issue.
Whether the matter requires product inspection.
Whether a courier, payment provider or marketplace must be contacted.
Whether the customer requires an immediate protective measure.
Whether the complaint appears duplicated or previously resolved.

The complaint may then be assigned to the appropriate person or team.

14. Investigation process

Depending on the nature of the grievance, the investigation may include review of:

Order records
Payment records
Invoice details
Product listings
Product photographs
Packaging records
Dispatch records
Courier tracking
Proof of delivery
Customer-support conversations
Return inspection findings
Warehouse records
Promotional terms
Website logs
Refund references
Photographs or videos submitted by the customer
Other relevant evidence

Manvaya Jewels will seek to consider the complaint objectively and will not reject a grievance merely because it is unfavourable to the business.

15. Additional information

Manvaya Jewels may request additional information where reasonably necessary.

Examples include:

Clearer photographs
A photograph of the shipping label
Images of the packaging
Payment transaction reference
Bank confirmation showing a debit
Courier communication
Copy of the order confirmation
Product-return tracking
Confirmation that household members did not receive the parcel
Evidence of the advertised offer relied upon

Customers should provide requested information promptly. A delayed customer response may extend the time required to investigate.

16. Unboxing videos

An unedited unboxing video is recommended for claims involving:

Missing products
Empty parcels
Wrong products
Broken components
Visible transit damage
Tampered packaging

The absence of an unboxing video will not automatically invalidate a genuine complaint.

Manvaya Jewels may consider other evidence, including photographs, parcel weight, dispatch records, courier records and internal packing information.

17. Product inspection

Where resolution depends on inspecting a product, the customer may be asked to return it in accordance with the Return, Exchange & Refund Policy.

Approval of a reverse pickup does not constitute final acceptance of the grievance.

The inspection may determine:

Whether the correct product was returned
Whether the alleged defect existed
Whether the product was used or altered
Whether damage resulted from transit, manufacture or customer handling
Whether all parts of a set were returned
Whether the item meets the conditions of the applicable policy

The customer will be informed of the material inspection outcome.

18. Communication during the grievance process

Communications may be sent through:

Email
WhatsApp
Telephone
SMS
Website account
Marketplace messaging
Postal correspondence

Manvaya Jewels may use the contact information associated with the order unless the customer provides an updated authorised contact.

Customers should ensure that communications are received only from official Manvaya Jewels channels.

19. Possible outcomes

Depending on the circumstances and applicable policies, the grievance may result in:

An explanation or clarification
Correction of customer or order information
Cancellation of an eligible order
Product replacement
Product exchange
Repair, where appropriate
Refund
Store credit with customer consent
Re-shipment
Reversal of an incorrect charge
Correction of a product listing
Removal from promotional communications
Correction or deletion of personal information, where applicable
Apology
No further action where the grievance is not substantiated
Another reasonable remedy required by applicable law

The remedy offered will depend on the facts, evidence, product availability and the customer’s statutory rights.

20. Refund-related grievances

Where an approved refund has not been received, the customer should provide:

Order number
Refund confirmation
Refund reference number, if available
Payment method
Date the refund was initiated
Relevant bank or payment-provider statement

Manvaya Jewels may verify the matter with its payment gateway or banking partner.

Refund initiation by Manvaya Jewels and the eventual credit by a bank or payment provider may occur on different dates.

Customers will never be asked to disclose a PIN, password, CVV or OTP to trace a refund.

21. Shipping-related grievances

For shipping complaints, customers should provide:

Order number
Tracking number
Correct delivery address
Delivery-status screenshot
Details of any courier call
Photographs of damaged or tampered packaging
Date and time of the disputed delivery scan, where available

A courier investigation may be required for:

Lost shipments
False or disputed delivery scans
Damaged parcels
Returned-to-origin orders
Delivery to the wrong location
Missing parcel contents

The applicable process is also described in the Shipping Policy.

22. Grievances relating to marketplaces

Where an order was placed through a third-party marketplace:

The customer should ordinarily raise the complaint through the marketplace.
Manvaya Jewels may request the marketplace order number.
The marketplace’s investigation and return system may apply.
Manvaya Jewels may coordinate with the marketplace where necessary.
The customer cannot receive duplicate refunds or compensation for the same matter.

This Policy does not override mandatory marketplace procedures or the customer’s statutory rights.

23. Instagram and WhatsApp complaints

For direct Instagram or WhatsApp orders, customers should retain:

Order confirmation
Payment receipt
Product details
Seller-account details
Conversation history
Invoice
Dispatch and tracking information

Only complaints relating to official Manvaya Jewels accounts and authorised payment channels can be investigated by Manvaya Jewels.

Suspected impersonation should be reported immediately with screenshots and the account or payment details involved.

24. Exhibition and physical-event complaints

Customers who purchased at an exhibition or pop-up event should provide:

Invoice or payment proof
Date and location of the event
Product details
Photographs of the concern
Contact information supplied during purchase

Products inspected and purchased physically may be subject to different change-of-mind rules. This does not prevent complaints relating to genuine defects, incorrect products or material misrepresentation.

25. Privacy grievances

A customer may raise a grievance concerning:

Incorrect personal information
Unauthorised marketing communication
Difficulty unsubscribing
Suspected data disclosure
Account access
Data correction or deletion
Withdrawal of consent
Misuse of customer photographs or reviews
Unauthorised account activity

Privacy-related grievances will also be handled in accordance with the Privacy Policy and applicable data-protection requirements.

Only personal information reasonably necessary for investigation should be collected and used.

26. Complaints submitted by a representative

A customer may authorise another person to assist with a grievance.

Manvaya Jewels may request reasonable proof that the representative is authorised, particularly where the complaint involves:

Refund information
Account access
Personal data
Delivery-address changes
Sensitive transaction information

This requirement is intended to protect the customer against unauthorised disclosure or account manipulation.

27. Accessibility and communication assistance

A customer who requires reasonable communication assistance may inform the Grievance Officer.

Subject to operational availability, Manvaya Jewels may assist through:

Telephone explanation
Written communication
Hindi or English support
Communication through an authorised representative
Additional time to submit information
An accessible digital format where reasonably possible

28. Internal escalation

Where a complaint is not resolved through ordinary customer support, it may be escalated to the Grievance Officer.

The escalation should include:

Original complaint reference
Order number
Date of the original complaint
Summary of previous responses
Reason for dissatisfaction
Remedy requested
Supporting documents

Suggested subject line:

Grievance Escalation – Order [Order Number]

The Grievance Officer will review the existing record and may request further information before issuing a response.

29. Closure of a grievance

A grievance may be marked closed where:

The requested remedy has been provided.
The customer accepts the resolution.
A reasoned final response has been issued.
The complaint is shown to be unfounded.
The customer does not provide required information after reasonable reminders.
The complaint duplicates a matter already investigated and no new evidence is provided.
The issue falls outside Manvaya Jewels’ control and appropriate guidance has been supplied.
The customer withdraws the complaint.

The customer may request reconsideration where meaningful new information becomes available.

30. Reopening a grievance

A closed grievance may be reopened where:

The agreed remedy was not completed.
New material evidence becomes available.
A refund or replacement did not reach the customer.
The earlier decision relied on incorrect information.
A related safety or privacy concern emerges.
Reopening is otherwise required by law.

A repeated complaint containing no new facts may be referred to the earlier resolution.

31. Duplicate complaints

Submitting the same grievance repeatedly through email, WhatsApp, telephone and social media may slow down the investigation.

Manvaya Jewels may combine duplicate complaints under one reference number.

Customers should quote the original reference number when providing additional information.

32. Abusive or fraudulent complaints

Manvaya Jewels may take reasonable steps where credible evidence suggests:

Product substitution
Manipulated evidence
False non-delivery claims
Chargeback abuse
Threats or harassment
Attempts to obtain multiple refunds
Impersonation
Deliberate damage
Return of a different product
Misuse of personal information
Promotion or coupon abuse

A complaint will not be rejected merely because the customer is upset, critical or has previously submitted another complaint.

Restrictions will be applied only where reasonably justified and subject to applicable law.

33. Respectful communication

Customers and Manvaya Jewels representatives are expected to communicate respectfully.

Manvaya Jewels may restrict a particular communication channel where a person engages in:

Threats of violence
Obscene abuse
Repeated harassment
Discriminatory language
Deliberate disclosure of staff members’ private information

Where possible, a genuine consumer grievance will continue to be handled through a safer written channel despite such restrictions.

34. No retaliation

Manvaya Jewels will not deny a genuine customer remedy solely because the customer:

Submitted a complaint
Posted a truthful review
Contacted a consumer authority
Requested an explanation
Exercised a legal right
Declined an unsuitable proposed resolution

This does not prevent Manvaya Jewels from responding to fraud, defamation, threats or unlawful conduct through appropriate lawful channels.

35. Grievance records

Manvaya Jewels may maintain records of grievances for purposes including:

Investigation
Resolution tracking
Legal compliance
Fraud prevention
Quality control
Product-safety analysis
Staff training
Identification of recurring problems
Defence or exercise of legal rights

Records will be retained only for as long as reasonably necessary or required by applicable law and will be handled in accordance with the Privacy Policy.

36. Review and service improvement

Manvaya Jewels may periodically review anonymised or aggregated grievance information to identify:

Repeated product defects
Delivery problems
Misleading or unclear product descriptions
Packaging failures
Payment issues
Refund delays
Customer-support gaps
Website usability problems
Policy inconsistencies

Where appropriate, corrective measures may include supplier review, product-listing updates, packaging changes, staff training or courier escalation.

37. External consumer remedies

This internal grievance process does not prevent a customer from seeking assistance through an appropriate consumer authority or Consumer Commission.

The Government of India’s National Consumer Helpline provides a pre-litigation grievance mechanism through its portal, telephone numbers 1915 and 1800-11-4000, WhatsApp, SMS, mobile application and UMANG. The Helpline states that consumers may approach the appropriate Consumer Commission if a complaint is not satisfactorily resolved.

Consumers may also use the Government of India’s e-Jagriti platform to file and track eligible matters before District, State and National Consumer Commissions. The portal states that earlier e-Daakhil and related systems have been subsumed into e-Jagriti.

Nothing in this section amounts to legal advice concerning the appropriate forum, limitation period or merits of a particular complaint.

38. Statutory rights

The Consumer Protection Act, 2019 establishes a framework for protecting consumer interests and for the timely administration and settlement of consumer disputes. The Act also empowers the Central Government to prescribe measures aimed at preventing unfair trade practices in e-commerce.

Nothing in this Policy is intended to:

Remove a non-waivable consumer right
Prevent a customer from approaching a lawful authority
Exclude liability that cannot legally be excluded
Permit misleading representations
Prevent remedies for defective or materially misdescribed goods
Restrict product-liability rights
Replace any mandatory legal requirement

Where this Policy conflicts with a mandatory legal provision, the mandatory provision will prevail.

39. Changes to this Policy

Manvaya Jewels may update this Policy to reflect changes in:

Business operations
Complaint channels
Grievance-handling procedures
Products or services
Sales channels
Applicable laws or regulations

The updated Policy will display a revised “Last Updated” date.

Changes will not ordinarily reduce rights already attached to an existing complaint where doing so would be unlawful or unfair.

40. Contact the Grievance Officer

Vishal Saklani
Proprietor and Grievance Officer
Manvaya Jewels

Shop No. 36, Indirapuram
Ghaziabad, Uttar Pradesh – 210001
India

Email: care@manvayajewels.com
Phone/WhatsApp: +91 98765 43211
Support hours: Monday to Saturday, 11:00 AM to 8:00 PM IST

Recommended subject line:

Consumer Grievance – Order [Order Number]