Grievance redressal

Try support first

Most problems are solved faster through ordinary support, because that team can look up your order directly. Use the contact page and give us one working day.

Escalate to the grievance officer when support has not replied within the stated time, when the answer did not resolve the issue, or when the complaint concerns conduct rather than a routine order query.

Grievance officer

Appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

What to include

A complete first message gets a real answer instead of a request for more information:

• Your order reference and the email address the order was placed with.
• The product concerned, and the batch code printed on the bottle if the issue is with the product itself.
• A short factual description of what happened and when.
• Photographs where relevant — the outer box, the tamper seal, and the product.
• What you would like done: refund, replacement, correction, or an explanation.
• Any earlier support ticket number or email thread.

How long we take

What this route covers

Use it for: undelivered or delayed orders, damaged or leaking parcels, wrong or missing items, suspected counterfeit or broken seals, refunds not received within the stated timeline, billing or invoice errors, misleading product information, data protection requests, and complaints about how you were treated by our staff.

It is not the route for wholesale enquiries, product recommendations or general questions — those go to support and will be answered faster there.

If we still have not resolved it

You keep every right you have under Indian law. If our answer does not satisfy you, you may:

• Call the National Consumer Helpline on 1915, or file at consumerhelpline.gov.in.
• File a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
• For a personal-data complaint, approach the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.

We would rather fix it here first, and we will not treat an escalation as a reason to be less helpful.

Records

Every grievance is logged with the date received, the reference number, the action taken and the date closed. Records are retained for 24 months and are available to you on request at care@batmoonkart.com.