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Compliance

Grievance Redressal

Per IT Rules, 2021 · Consumer Protection Act, 2019
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 address customer complaints.

Designated Grievance Officer

As Required by IT Rules, 2021

Rohit

Grievance Officer, Exorig Private Limited
Working Hours
Mon–Sat, 10 AM – 7 PM IST
Postal Address
Grievance Officer
Exorig Private Limited
Second Floor, Office No. 220 B
Bansi Trade Center, Race Course Road
581/5 M G Road, Indore
Madhya Pradesh 452001, India

How to Raise a Grievance

  1. First, contact customer care at contact@exorigcouture.com. Most issues are resolved within 24–48 hours.
  2. If not resolved to your satisfaction, write to our Grievance Officer with the following:
    • Your full name and contact details.
    • Order number (if applicable).
    • Detailed description of the grievance.
    • Any supporting documents (screenshots, photos, prior communication).
    • Specific resolution you are seeking.
  3. Our Grievance Officer will acknowledge your complaint within 24 hours and resolve it within 15 days from receipt.
  4. Complex issues that require third-party coordination (e.g. courier disputes, payment reconciliation) may take up to 30 days, with regular status updates.

What We Handle

The Grievance Officer addresses, but is not limited to:

  • Issues regarding order delivery, refunds, or returns not resolved by customer care.
  • Concerns about content, products, or services listed on the platform.
  • Privacy and data protection concerns under the DPDP Act, 2023.
  • Reports of unlawful, infringing, or objectionable content.
  • Allegations of misleading product claims or pricing.

Escalation

If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate to:

  • Consumer Helpline: National Consumer Helpline – 1915 (Toll-free).
  • National Consumer Disputes Redressal Commission (NCDRC): consumeraffairs.nic.in
  • e-Daakhil portal for online consumer complaints.

Governing Law

This Grievance Redressal mechanism is governed by Indian law. Disputes shall be subject to the exclusive jurisdiction of courts at Indore, Madhya Pradesh.