Customer Grievance Redressal Policy

Customer Grievance Redressal Policy

Effective date: 30 July 2026
Last updated: 30 July 2026

Janardhana Silk House is committed to resolving customer and privacy concerns fairly, accessibly, and within applicable legal timelines.

1. Grievance Officer

Contact designation: Grievance Officer (Customer Support)
Business: Janardhana Silk House
Address: Unity Building, F-1, J.C. Road, Bengaluru, Karnataka 560002, India
Email: info@janardhanasilk.com
Telephone: +91 81519 89989
Business hours: Monday to Saturday, excluding public holidays

Grievances sent to this contact are routed to the responsible customer-support lead. The individual officer's name will be added after formal appointment and approval for public listing.

2. Issues Covered

You may use this process for concerns involving:

  • orders, payment, shipping, delivery, returns, exchanges, refunds, or cancellations;
  • product description, quality, damage, authenticity, tailoring, or service;
  • accounts, accessibility, marketing, WhatsApp, or consultations;
  • privacy, cookies, personal data, or security;
  • staff or provider conduct connected with your order; or
  • another matter relating to the Services.

3. How to Submit a Grievance

Email the Grievance Officer with the subject Customer Grievance – [Order number or topic] and include:

  • name and preferred contact method;
  • order, transaction, tracking, ticket, or account reference, if relevant;
  • a clear description and date of the issue;
  • the remedy requested;
  • supporting documents or photographs; and
  • any accessibility or communication assistance needed.

Do not send complete card details, card security codes, UPI PINs, banking passwords, payment OTPs, or unrelated identity documents.

A representative may act for you where authorised, subject to reasonable verification.

4. Our Process

We aim to:

  1. acknowledge the grievance within 48 hours;
  2. provide a reference or identify the responsible team;
  3. investigate relevant order, communication, provider, and policy records;
  4. request only information reasonably needed to resolve the issue; and
  5. resolve the grievance within one month of receipt, or sooner where applicable law requires.

If the matter is complex or depends on a carrier, bank, payment provider, manufacturer, or authority, we will provide a status update and expected next step.

5. Outcomes

Depending on the facts and applicable policy or law, an outcome may include:

  • explanation or correction;
  • delivery assistance;
  • repair, replacement, exchange, refund, or price adjustment;
  • preference, account, or personal-data action;
  • provider escalation;
  • staff or process improvement; or
  • a reasoned refusal where the requested remedy is not available.

We will not retaliate against a person for raising a good-faith grievance.

6. Escalation

If you are dissatisfied, reply to the outcome and clearly request Escalation Review, explaining what remains unresolved. A person not primarily responsible for the initial outcome should review it where reasonably possible.

Nothing in this process restricts a right to approach a consumer commission, data-protection body, court, payment provider, law-enforcement agency, or other competent authority.

7. Records and Privacy

We process grievance information to investigate, communicate, comply with law, prevent fraud, improve service, and establish or defend legal claims. Access is limited to personnel and providers who need it.

Retention and privacy rights are described in our Privacy Policy.