Customer Grievance Redressal Policy

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: +91815198998
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.