Grievance Redressal Mechanism

In compliance with Rule 5(9) and Rule 6 of the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000 and rules made thereunder, and the Digital Personal Data Protection Act, 2023, Ekami Luxury Fragrances (OPC) Private Limited ("Ekami Perfumes") provides this structured Grievance Redressal Mechanism for all patrons, consumers, and data principals.

1. Statutory mandate & scope

This mechanism covers all legitimate concerns regarding:

• E-commerce order fulfillment, packaging integrity, transit delays, and defective delivery.
• Refund processing, payment reconciliation, and coupon disputes.
• Digital personal data access, correction, erasure, or withdrawal of consent.
• Unsolicited promotional communication concerns.

2. Appointed Grievance Officer details

The designated Grievance Officer responsible for redressing complaints is:

3. How to file a grievance

To ensure prompt forensic resolution, your email to the Grievance Officer should include:

1. Subject Line: Clearly state "[Grievance] - Order #[Number]" or "[Data Privacy] - [Your Full Name]".
2. Patron Credentials: Full registered name, mobile number, and delivery address associated with the order.
3. Chronological Summary: A clear factual description of the issue encountered.
4. Supporting Documentation: For damaged or tampered shipments, attach unboxing photographs or short video clips showing the courier label, batch number, and outer tamper seal.

4. Mandatory response & resolution timelines

In accordance with statutory consumer protection regulations:

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours and issue a unique Ticket / Reference ID.
• Investigation & Resolution: We will investigate the root cause (coordinating with warehouse logistics, courier logs, or payment gateways) and provide a conclusive resolution within 30 calendar days from receipt.

5. Data Protection grievances (DPDP Act 2023)

If you are a Data Principal seeking to exercise rights under the Digital Personal Data Protection Act, 2023 (such as obtaining a summary of personal data processed, correcting inaccuracies, or revoking marketing consent), please write to customersupport@ekamiperfumes.com with the subject "DPDP Data Principal Request".

You may also instantly manage or revoke marketing consent via our Communication Preferences Center.

6. Escalation to statutory consumer fora

While we resolve 99%+ of queries directly with utmost priority, if a consumer remains unsatisfied after 30 days, you retain the statutory right to escalate to the National Consumer Helpline (NCH) (Toll-Free: 1915) or file an e-complaint on the Ministry of Consumer Affairs e-Daakhil Portal.