Grievance Redressal

Rangrav Handlooms is committed to addressing customer concerns promptly and fairly. In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to receive, acknowledge, and resolve any complaints or queries you may have.

01 When to Contact the Grievance Officer

You may write to our Grievance Officer for matters including (but not limited to):

• Unresolved order, refund, or shipping concerns escalated from customer care
• Complaints about content, conduct, or any violation of our policies
• Personal data & privacy concerns under the Digital Personal Data Protection Act, 2023
• Reports of intellectual property infringement or counterfeit listings
• Concerns regarding misleading information, pricing, or product representation
• Any complaint required to be addressed under the Consumer Protection Act, 2019

02 Before You Escalate

For order-specific issues — delivery, returns, refunds, product quality — please first contact our customer care team at care@rangrav.com or +91 7566643738. Most concerns are resolved within 24–48 hours at this level. Escalate to the Grievance Officer only if your concern remains unresolved or you are not satisfied with the resolution.

03 How to File a Grievance

To help us resolve your concern quickly, please include the following in your written complaint:

• Your full name, registered email, and contact number
• Order number (if applicable)
• Clear description of the issue with relevant dates
• Any supporting evidence — screenshots, photographs, prior correspondence
• Your preferred resolution

Send the complete complaint to grievance@rangrav.com with the subject line: "Grievance — [Order Number / Brief Topic]".

04 Resolution Timeline

We follow a structured resolution timeline mandated by the IT Rules, 2021:

• Acknowledgement Within 24 hrs You will receive an acknowledgement of your grievance, along with a unique reference number, within 24 hours of receipt.
• Investigation 2–7 days The Grievance Officer reviews the matter, coordinates internally, and may reach out for additional information if required.
• Resolution Within 15 days A reasoned resolution is communicated to you in writing within 15 days of the original complaint, in line with statutory requirements.
• Closure Once you confirm satisfaction with the resolution — or upon completion of the action committed — the grievance is formally closed.

05 Further Escalation

If you remain dissatisfied with the resolution provided by our Grievance Officer, you may approach:

• The National Consumer Helpline: 1915 · consumerhelpline.gov.in
• The Consumer Disputes Redressal Commission at the appropriate district, state, or national level
• The relevant Ombudsman or regulatory authority for payment-related disputes (RBI Ombudsman for Digital Transactions, where applicable)

06 Anti-Discrimination Note

We do not discriminate between consumers of any class while addressing grievances. Every complaint is treated on its merits, fairly and with respect.

07 Confidentiality

All grievances and the personal information provided in connection with them are handled confidentially in accordance with our Privacy Policy and applicable data protection laws.

08 Governing Law

This grievance mechanism is governed by the laws of India. The courts at Indore, Madhya Pradesh shall have exclusive jurisdiction over any disputes that cannot be resolved through this mechanism.