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Legal

Grievance redressal

If something has gone wrong, we want to put it right — clearly, fairly and quickly. Here's how to reach us and what you can expect.

VedikCraft is committed to resolving every concern in a fair and timely manner. In keeping with India's Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed a Grievance Officer to receive and address your complaints.

Grievance Officer

  • Name: [TODO: grievance officer name]
  • Email: grievance@vedikcraft.com
  • Phone: [TODO: grievance officer phone]
  • Address: [TODO: registered address]

On behalf of [TODO: registered legal entity name]. Effective date: [TODO: effective date].

How to raise a grievance

  1. Email our Grievance Officer at grievance@vedikcraft.com, or write to us through our contact form.
  2. Include your order number (if any), the email or phone used to place the order, a clear description of the issue and — where it helps — a photo or screenshot.
  3. We'll review your complaint and respond with the next steps or a resolution.

Our commitment

  • We will acknowledge your grievance within 24 hours of receiving it.
  • We will resolve it within 15 days of receipt, and sooner wherever we can.

As a marketplace intermediary, we follow the stricter of the applicable timelines — so these turnaround times meet both the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.

What this covers

You can raise a grievance about any of the following:

  • Orders — delivery, dispatch, status or order changes
  • Products — quality, authenticity, damage or not-as-described items
  • Sellers — conduct, listings or fulfilment by an artisan or maker
  • Payments — charges, refunds and payout-related concerns
  • Privacy — your personal data and how it is handled
  • Content takedown — listings or content you believe are unlawful or infringe your rights

Escalation

If you are not satisfied with the resolution offered, you may write to our Grievance Officer again referencing your original complaint, and we will escalate it internally for a fresh review. Nothing here limits the rights and remedies available to you under applicable Indian law, including approaching the appropriate consumer forum or authority.

For everyday questions, see our FAQ, or contact us — we're glad to help.