A named person, a clear route and a published deadline

Why this page exists

Indian e-commerce and intermediary rules require a named, reachable person to receive customer complaints and act on them within published timelines. This draft sets out that route for PILOMED and must be completed before the site accepts live orders.

Grievance Officer: [name] · Designation: [designation] · Email: [email] · Telephone: [number] · Postal address: [registered address] · Effective date: [date].

What counts as a grievance

Use this route when ordinary support has not resolved an issue, or when the complaint concerns something support cannot decide.

• An order, delivery, return or refund that remains unresolved after contacting support.
• A payment that was taken without a confirmed order, or a refund that has not arrived within the published window.
• Product information, labelling or packaging that appears inaccurate or unsafe.
• Misuse of personal data, or a request to access, correct or erase it that was not honoured.
• Content on the website that is unlawful, misleading or infringes a right you hold.

How to raise a grievance

Write to the Grievance Officer with enough detail to identify the transaction; incomplete complaints slow the review.

• Your name and the email or telephone number registered with the order.
• The order number, payment reference or page URL the complaint concerns.
• A description of the issue and what resolution you are seeking.
• Any supporting evidence, such as photographs or correspondence already exchanged.

Timelines we commit to

Acknowledgement: within [number] hours of receipt, with a complaint reference. Resolution: within [number] days of acknowledgement, or a written explanation of the delay and a revised date.

Complaints concerning unlawful content or personal data are handled within the shorter statutory periods confirmed by counsel. Record every acknowledgement and resolution in the complaint register.

If you are still not satisfied

State the escalation contact inside PILOMED and confirm with counsel which external routes to publish — the National Consumer Helpline, the e-Daakhil portal and the relevant consumer commission by jurisdiction.

Nothing on this page limits any right or remedy available to a consumer under applicable law.

Records and review

Keep the complaint register for [retention period] and review complaint themes at least [frequency] so recurring causes are fixed rather than repeatedly compensated.

Update this page whenever the officer, contact details or timelines change, and keep it consistent with the privacy, returns and terms pages.