A named officer, a fixed clock, and a published escalation route — as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
Most problems are settled by customer care within a day. A grievance is what happens when that has not worked — it goes to a designated officer who is accountable for the outcome and who answers on a published clock, not when convenient.
Your grievance is acknowledged within 24 hours of receipt and given a reference number. That reference is what you quote in every message afterwards.
The officer reviews the order record, the correspondence and the carrier trail personally, then writes to you with findings and a proposed action within seven days.
A final decision is communicated within fifteen days of receipt, as the IT Rules, 2021 require. If we cannot meet that, we tell you why before the deadline, not after.
File a grievance if you have a complaint about a product bought from Aretas Hub, about the content of the Website, about how your personal data has been handled, or about the conduct of our customer-care team — and ordinary support has not resolved it.
If your issue is a delayed parcel, a return that has not been picked up, or a refund still in flight, the fastest route is usually customer care first. Grievances are the formal escalation above that.
To let us act on the first reading rather than the third, please include:
Grievances are logged against a reference number and reviewed by the Grievance Officer personally. We will not close a grievance without telling you the outcome and the reason for it. Where the fault is ours, the remedy is at our cost.
Acknowledgement within 24 hours. Findings and proposed action within 7 days. Final resolution within 15 days of receipt, in accordance with rule 3(2) of the IT Rules, 2021.
If your grievance is not resolved to your satisfaction within fifteen days, you may take it further:
Grievances are reviewed in confidence. Personal data shared with the Grievance Officer is used only to investigate and resolve the matter, and is handled in accordance with our Privacy Policy. We do not publish complainant details, and we do not share them with anyone outside the resolution of the complaint unless legally compelled.
This mechanism and any grievance raised under it are governed by the laws of India. Any judicial dispute arising in connection with a grievance is subject to the exclusive jurisdiction of the courts at New Delhi.