Grievance Redressal Policy

Effective Date: 4 August 2026
Last Updated: 4 August 2026

JewelPatakha is committed to providing customers with a fair, transparent and responsive grievance-redressal process. This policy explains how customers may raise complaints concerning orders, products, payments, delivery, returns, refunds, privacy, website use or customer service.

This policy applies to interactions and orders placed through:

The JewelPatakha website;
JewelPatakha’s official Instagram account;
JewelPatakha’s official WhatsApp number; and
Email or telephone communications relating to those orders.

Customers who purchase from an exhibition may also contact the Grievance Officer. However, exhibition purchases may be subject to separate terms communicated at the time of purchase.

Grievance Redressal Highlights

A unique complaint ticket or reference number will be issued.
Consumer complaints will be acknowledged within 48 hours of receipt.
JewelPatakha will endeavour to resolve complaints within one month from the date of receipt.
Customers may submit supporting photographs, videos, invoices and payment records.
Unresolved complaints may be escalated to Swara Panchal, Proprietor of JewelPatakha.
Customers retain the right to approach the National Consumer Helpline or another competent authority.
Genuine complaints will not be rejected merely because they are critical of JewelPatakha.

The Consumer Protection (E-Commerce) Rules, 2020 require an ecommerce entity to establish a grievance-redressal mechanism, appoint a grievance officer, display that officer’s name, designation and contact details, acknowledge consumer complaints within 48 hours and redress them within one month from receipt.

1. About JewelPatakha

JewelPatakha is operated by Swara Panchal, sole proprietor.

Trade name: JewelPatakha
Proprietor: Swara Panchal
Business structure: Sole proprietorship
GSTIN: 24BIDPP8705M1ZW
Website: https://jewelpatakha.com/
Business address: B/7, Siddhanath Park Society, Opp. Vaibhav Hall, Ghodasar, Ahmedabad, Gujarat – 380050, India
Customer-care email: swara@jewelpatakha.com
Customer-care telephone/WhatsApp: +91 92745 46265
Customer-service hours: Monday to Friday, 11:00 AM to 7:00 PM, excluding public holidays

JewelPatakha owns its jewellery inventory and sources products from manufacturers and wholesalers for sale to customers within India.

2. Grievance Officer

JewelPatakha has appointed the following person to receive and address consumer grievances:

Name: Dipak Panchal
Designation: Grievance Officer
Email: swara@jewelpatakha.com
Telephone/WhatsApp: +91 92745 46265
Postal address: B/7, Siddhanath Park Society, Opp. Vaibhav Hall, Ghodasar, Ahmedabad, Gujarat – 380050, India
Working hours: Monday to Friday, 11:00 AM to 7:00 PM, excluding public holidays

Complaints received outside working hours will be reviewed during the next applicable working period. Statutory timelines will be calculated from the date on which the complaint is received.

3. Scope of This Policy

Customers may raise grievances relating to matters including:

Order placement or confirmation;
Payment failure, duplicate payment or incorrect charge;
Cash-on-delivery verification;
Order cancellation;
Delayed dispatch or delivery;
Lost, damaged or tampered parcels;
Incorrect products;
Missing items or product components;
Damaged or defective jewellery;
Material differences between a product and its confirmed description;
Return or exchange requests;
Delayed or disputed refunds;
Product quality or care information;
Customer-service interactions;
Unauthorised use of personal information;
Account or website-access concerns;
Misleading communication allegedly made in JewelPatakha’s name;
Fraudulent calls or messages impersonating JewelPatakha; and
Any other concern connected with a transaction or service provided by JewelPatakha.

Returns, refunds, cancellations and shipping complaints will also be assessed under the relevant policy published on the website.

4. Routine Enquiries and Formal Grievances

A routine enquiry may include:

Product availability;
Product measurements;
Styling assistance;
Order tracking;
Delivery estimates; or
General product-care guidance.

A formal grievance involves an allegation that:

An order or service has not been handled correctly;
A customer’s rights or expectations under the applicable policy have not been met;
A previous customer-service response was inadequate;
Personal information has been mishandled; or
A customer requires an investigation and formal resolution.

JewelPatakha may convert a routine customer-service conversation into a formal grievance where the matter requires investigation or escalation.

5. How to Submit a Grievance

A grievance may be submitted through:

Email

swara@jewelpatakha.com

Suggested subject line:

Grievance – Order Number – Customer Name

WhatsApp or telephone

+91 92745 46265

Post

Grievance Officer – JewelPatakha
B/7, Siddhanath Park Society
Opp. Vaibhav Hall
Ghodasar, Ahmedabad
Gujarat – 380050, India

For better documentation and tracking, complaints first raised through telephone, Instagram or WhatsApp may be transferred to email or a formal complaint form.

6. Information Required

Customers should provide the following information where applicable:

Full name;
Registered email address;
Registered mobile or WhatsApp number;
Order or invoice number;
Payment reference number;
Product name or product code;
Date of order;
Date of delivery;
Clear description of the grievance;
Relevant photographs, videos or screenshots;
Details of previous communication;
The resolution requested; and
Any other information reasonably necessary to investigate the complaint.

Customers should provide accurate and complete information. Missing information may delay the investigation.

7. Information Customers Must Not Share

Customers must not send:

UPI PINs;
Debit or credit card PINs;
Complete card numbers;
CVVs;
Net-banking passwords;
Payment-authorisation OTPs;
Account passwords; or
Unnecessary identity documents.

JewelPatakha does not require these credentials to process a complaint, refund or replacement.

Customers should immediately report any person claiming that such information is required on behalf of JewelPatakha.

8. Complaint Ticket or Reference Number

Once a formal grievance is registered, JewelPatakha will issue a unique ticket or reference number.

The customer should mention this reference number in all later communications concerning the same matter.

Where several messages relate to the same issue, JewelPatakha may combine them under one complaint reference number to avoid duplication.

Separate complaints concerning unrelated orders or issues may receive separate reference numbers.

9. Acknowledgement Timeline

JewelPatakha will acknowledge receipt of a consumer complaint within 48 hours.

The acknowledgement may include:

Complaint reference number;
Date of receipt;
Brief summary of the issue;
Details of any additional information required;
Name or department handling the complaint; and
Expected next steps.

An acknowledgement confirms that the complaint has been registered. It does not mean that the customer’s requested remedy has already been approved.

The 48-hour acknowledgement and one-month redressal periods reflect the grievance requirements under the Consumer Protection (E-Commerce) Rules, 2020.

10. Resolution Timeline

JewelPatakha will endeavour to redress a consumer complaint within one month from the date of receipt.

Many straightforward complaints may be resolved earlier.

Resolution may take additional time where JewelPatakha reasonably requires:

Courier investigation;
Payment-gateway confirmation;
Bank confirmation;
Product return and inspection;
Supplier information;
Fraud review;
Technical investigation;
Additional evidence from the customer; or
Advice from a professional or competent authority.

Where additional time is required, JewelPatakha will communicate the reason and provide an appropriate status update. Any mandatory statutory timeline will continue to apply.

11. Investigation Process

Depending on the nature of the complaint, JewelPatakha may:

Review the order confirmation and invoice;
Verify payment or refund records;
Review product photographs or videos;
Examine quality-check or packing records;
Check recorded parcel weight;
Review courier tracking and proof of delivery;
Contact Razorpay, the relevant bank or payment provider;
Contact the courier or logistics provider;
Inspect a returned product;
Review previous customer communications;
Request additional information; and
Consult a supplier, technical provider or professional adviser.

The investigation will be proportionate to the nature and value of the complaint.

12. Customer Cooperation

Customers are expected to cooperate reasonably by:

Providing accurate order details;
Responding to reasonable information requests;
Preserving the product and packaging;
Submitting available photographs or videos;
Making the product available for approved reverse pickup;
Avoiding unauthorised repairs or alterations; and
Allowing the courier, payment provider or JewelPatakha a reasonable opportunity to investigate.

Failure to provide necessary evidence may affect JewelPatakha’s ability to verify a claim. It will not automatically invalidate a complaint where sufficient reliable evidence is otherwise available.

13. Unboxing Videos

For complaints concerning:

Missing products;
Missing components;
Incorrect products;
Transit damage;
Empty parcels; or
Tampered packaging,

customers are strongly encouraged to provide an uninterrupted parcel-opening video.

JewelPatakha will consider the complete circumstances and available evidence. A genuine statutory complaint will not automatically be rejected solely because an unboxing video is unavailable.

Photographs of the following may also be requested:

Outer courier packaging;
Shipping label;
Product packaging;
Jewellery received; and
Damaged or missing component.

14. Possible Resolutions

Depending on the facts, applicable policy and customer rights, JewelPatakha may provide one or more of the following:

Explanation or clarification;
Correction of order information;
Tracking or delivery assistance;
Cancellation of an eligible order;
Reverse pickup;
Replacement of an eligible product;
Exchange;
Repair assistance, where available;
Store credit with the customer’s agreement;
Partial or complete refund;
Correction or deletion of eligible personal information;
Withdrawal from marketing communication;
Customer-service corrective action; or
Another remedy required under applicable law.

A requested remedy may be declined where it is inconsistent with the facts, applicable policy or law. In such cases, JewelPatakha will endeavour to explain the decision.

15. Product Complaints

Product complaints may be reviewed to determine whether the issue involves:

Transit damage;
Manufacturing defect;
Missing component;
Incorrect product;
Material misdescription;
Minor handmade variation;
Normal wear and tear;
Incorrect care;
Customer-caused damage; or
Personal preference.

JewelPatakha’s Product Disclaimer and Return, Exchange & Refund Policy will apply to the assessment.

This policy does not allow JewelPatakha to refuse a remedy that is mandatory for defective, deficient, spurious or materially misdescribed goods under applicable consumer law.

16. Shipping and Delivery Complaints

For delivery complaints, JewelPatakha may request:

Order number;
Tracking number;
Recorded delivery date;
Delivery address;
Recipient details;
Photographs of the parcel;
Communication received from the courier; and
Confirmation that the customer checked with family, neighbours, reception or security.

Where tracking shows “delivered” but the customer reports non-receipt, JewelPatakha may request a courier investigation and proof of delivery.

Courier investigations may require additional time depending on the service provider.

17. Payment and Refund Complaints

For payment-related complaints, customers should provide:

Order number;
Date and amount of payment;
Razorpay or bank transaction reference;
Payment status;
Screenshot showing the transaction; and
Details of any duplicate or failed charge.

JewelPatakha may contact Razorpay, the relevant bank or payment service to verify the transaction.

A customer should not share confidential banking credentials as part of this process.

18. Privacy Complaints

Customers may use this grievance process to raise concerns regarding:

Unauthorised marketing;
Incorrect personal information;
Account access;
Disclosure of personal information;
Suspected security incident;
Correction or deletion request;
Withdrawal of consent; or
Use of a customer photograph or testimonial.

Privacy grievances will also be assessed under JewelPatakha’s Privacy Policy and applicable data-protection law.

19. Complaints Raised Through Instagram

A customer may initially contact JewelPatakha through its official Instagram account.

However, because Instagram messages may be difficult to track as formal complaint records, JewelPatakha may ask the customer to:

Send an email;
Contact the official WhatsApp number;
Provide an order number; or
Complete a formal grievance form.

Customers should not publish their address, payment reference, telephone number or other personal information in public comments.

20. Escalation of an Unresolved Complaint

Where a customer is dissatisfied with the initial resolution, the customer may request escalation by replying to the same complaint thread and quoting the reference number.

The escalation should explain:

Why the earlier response is considered inadequate;
Which facts or documents require reconsideration;
What resolution is being requested; and
Whether any new evidence is available.

The unresolved matter will be escalated to:

Swara Panchal
Proprietor, JewelPatakha
Email: swara@jewelpatakha.com
Telephone/WhatsApp: +91 92745 46265

The proprietor may:

Uphold the earlier decision;
Modify the proposed resolution;
Request further investigation; or
Offer another appropriate resolution.

21. Closure of a Complaint

A complaint may be treated as closed where:

The customer accepts the resolution;
A replacement, refund or other agreed remedy is completed;
JewelPatakha provides its final reasoned response;
The customer does not respond to necessary information requests after reasonable reminders;
The same matter has been finally resolved under another process; or
The complaint is withdrawn.

Closure does not remove any statutory right available to the customer.

22. Reopening a Complaint

A closed complaint may be reconsidered where:

New material evidence becomes available;
An agreed refund or replacement was not completed;
The earlier decision contained a factual error;
A courier or payment-provider investigation produces new information; or
Reconsideration is otherwise appropriate under applicable law.

The customer should quote the original complaint reference number when requesting reopening.

23. Duplicate Complaints

Where the same complaint is submitted through multiple channels, JewelPatakha may combine the communications into one grievance record.

Customers should use the original reference number instead of repeatedly creating new complaints about the same issue.

This will help prevent conflicting responses and unnecessary delays.

24. Anonymous Complaints

JewelPatakha may review an anonymous complaint where it concerns:

Fraud;
Safety;
Serious misconduct;
Misuse of customer information; or
Impersonation of JewelPatakha.

However, JewelPatakha may be unable to provide an individual remedy unless it can identify the relevant customer, transaction or order.

The identity of a person raising a serious concern will be handled with appropriate confidentiality, subject to legal requirements.

25. Fraudulent or Misleading Complaints

JewelPatakha may investigate complaints containing indicators of:

Altered photographs or videos;
Product substitution;
False missing-item claims;
Deliberate product damage;
False payment records;
Repeated wearing and returning;
Chargeback abuse;
Misrepresentation of delivery facts; or
Other dishonest conduct.

A discretionary remedy may be refused where reliable evidence establishes misuse or fraud.

Nothing in this section permits JewelPatakha to reject a genuine complaint without reasonable consideration.

26. Respectful Communication

Customers and JewelPatakha representatives are expected to communicate respectfully.

JewelPatakha will not reject a complaint merely because a customer:

Expresses dissatisfaction;
Criticises the product or service;
Requests escalation; or
Refers to their legal rights.

Where communications contain threats, abuse, discriminatory language, harassment or unlawful conduct, JewelPatakha may:

Restrict communication to email;
Assign one authorised contact person;
Preserve relevant records; or
Take lawful protective action.

The underlying consumer complaint will still be assessed on its merits where reasonably possible.

27. Confidentiality and Privacy

Information submitted during the grievance process will be used for purposes including:

Identifying the customer and transaction;
Investigating the complaint;
Communicating updates;
Processing the agreed resolution;
Preventing fraud;
Maintaining dispute records; and
Complying with legal obligations.

Information may be shared with relevant payment providers, couriers, technology providers, advisers or authorities where reasonably necessary.

Personal information will be handled according to JewelPatakha’s Privacy Policy and applicable law.

28. Complaint Records

JewelPatakha may maintain records including:

Complaint reference number;
Customer and order details;
Date of receipt;
Nature of complaint;
Supporting evidence;
Communications;
Investigation steps;
Resolution offered;
Date of closure; and
Escalation history.

Records may be retained for a period reasonably necessary for:

Customer service;
Tax and accounting requirements;
Fraud prevention;
Legal compliance;
Dispute resolution; and
Establishing or defending legal claims.

29. National Consumer Helpline

Customers who are unable to resolve a matter directly with JewelPatakha may approach the National Consumer Helpline.

The National Consumer Helpline is a pre-litigation grievance mechanism operated by the Department of Consumer Affairs. Its official channels include telephone numbers 1915 and 1800-11-4000, together with its online portal, WhatsApp, mobile application and UMANG access.

Approaching the National Consumer Helpline is not a compulsory condition for exercising another remedy available under law.

30. Consumer Commissions and Other Remedies

This internal grievance process does not prevent a customer from approaching:

A competent Consumer Disputes Redressal Commission;
A court or tribunal with jurisdiction;
A payment-service dispute process;
A regulatory or government authority; or
Another lawful dispute-resolution mechanism.

The Consumer Protection Act, 2019 establishes consumer dispute-redressal commissions and a framework for timely and effective administration and settlement of consumer disputes.

Nothing in this policy excludes or restricts a right that cannot lawfully be waived.

31. No Retaliation for Genuine Complaints

JewelPatakha will not deny ordinary customer service or a valid statutory remedy merely because a customer has submitted a genuine complaint.

However, JewelPatakha may take proportionate action against:

Fraud;
Repeated COD misuse;
Chargeback abuse;
Product substitution;
Threats;
Harassment; or
Other unlawful conduct.

Any such action will be separate from the fair assessment of the underlying grievance.

32. Changes to This Policy

JewelPatakha may update this Grievance Redressal Policy to reflect changes in:

Customer-service procedures;
Grievance-management systems;
Business operations;
Contact information;
Applicable law; or
Government guidance.

The updated policy will be published with a revised “Last Updated” date.

Changes will not ordinarily reduce rights that had already arisen from an existing transaction or complaint.

33. Contact Details

Customer Care

JewelPatakha
Email: swara@jewelpatakha.com
Telephone/WhatsApp: +91 92745 46265
Hours: Monday to Friday, 11:00 AM to 7:00 PM, excluding public holidays

Grievance Officer

Dipak Panchal
Designation: Grievance Officer
Email: swara@jewelpatakha.com
Telephone/WhatsApp: +91 92745 46265
Hours: Monday to Friday, 11:00 AM to 7:00 PM, excluding public holidays

Postal address:
B/7, Siddhanath Park Society
Opp. Vaibhav Hall
Ghodasar, Ahmedabad
Gujarat – 380050, India

Final Internal Escalation

Swara Panchal
Proprietor, JewelPatakha
Email: swara@jewelpatakha.com