OUR COMMITMENT If something goes wrong - a defective product, a billing error, a delayed refund, or a privacy concern - we want to know about it and fix it. This policy explains exactly how to reach us and what to expect. WHAT COUNTS AS A GRIEVANCE - Order, product, or delivery issues not resolved through normal customer support - Refund or wallet credit not processed within the stated timeline - Concerns about how your personal data is being handled - Any complaint about conduct by NILA staff or a delivery partner acting on our behalf - Any other issue you feel wasn't adequately resolved through standard support channels HOW TO RAISE A GRIEVANCE Email: support@nilajewellery.com Subject line: "Grievance — [brief description]" Please include: - Your order number (if applicable) - A clear description of the issue - What resolution you're looking for - Any relevant screenshots or photos OUR RESPONSE TIMELINE Acknowledgement: within 24 hours Initial response: within 3 business days Resolution target: within 30 days, in line with the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023 Some grievances resolve faster than this - the 30-day figure is our maximum commitment, not our target for every case. GRIEVANCE OFFICER In accordance with the Information Technology Act 2000, the Consumer Protection Act 2019, and the DPDP Act 2023: Email: support@nilajewellery.com All grievances - whether about an order, a product, or how your data is handled - can be directed to this same contact. We do not require you to identify which specific law your concern falls under; simply describe the issue and we'll route it appropriately. IF YOU'RE NOT SATISFIED WITH OUR RESOLUTION If you feel your grievance hasn't been adequately resolved after our response, you may escalate to: - The National Consumer Helpline: 1915, or via the UMANG app - The e-Daakhil portal (edaakhil.nic.in) for formal consumer complaints - Your state or district Consumer Disputes Redressal Commission, for matters that qualify We encourage reaching out to us directly first, since most issues can be resolved faster that way than through formal escalation. QUESTIONS ABOUT THIS POLICY Email: support@nilajewellery.com ═══════════════════════════════════════════════════════════════ This policy works alongside our Privacy Policy and Terms and Conditions.