Grievance Redressal
We are committed to resolving your concerns promptly and fairly
Our Commitment
At Ensilk Creation, we value your feedback and are committed to addressing any concerns or grievances you may have. We have established a comprehensive grievance redressal mechanism in compliance with the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian e-commerce regulations.
Contact for Grievance Redressal
We have established a comprehensive grievance redressal mechanism to handle consumer grievances promptly and fairly. Our dedicated team is committed to resolving your concerns in compliance with consumer protection laws.
Please use subject line: "Grievance - [Your Order Number/Issue Type]"
Phone
+91 70237 47729
Available: Monday - Saturday, 10:00 AM - 8:00 PM IST
Response Time
We aim to acknowledge your grievance within 24 hours and resolve it within 7-14 business days, depending on the complexity of the issue.
Types of Grievances We Handle
Order Related
- • Delayed or non-delivery of orders
- • Wrong or damaged products received
- • Missing items from order
- • Order cancellation issues
Payment Related
- • Payment processing errors
- • Refund delays or issues
- • Unauthorized charges
- • Payment gateway problems
Product Quality
- • Defective or substandard products
- • Product not matching description
- • Size or color discrepancies
- • Quality concerns
Service Related
- • Customer service issues
- • Account-related problems
- • Website functionality issues
- • Privacy or data concerns
Grievance Redressal Process
Lodge Your Grievance
Contact us via email or phone with details of your grievance, including order number (if applicable), description of the issue, and any supporting documents or images.
Acknowledgment
You will receive an acknowledgment within 24 hours with a unique grievance reference number. Please quote this number in all future communications.
Investigation
Our team will investigate your grievance thoroughly. We may contact you for additional information if required.
Resolution
We will provide a resolution within 7-14 business days. The resolution may include refund, replacement, compensation, or other appropriate remedies as per the nature of the grievance.
Closure
Once resolved, we will close the grievance and seek your confirmation. If you are not satisfied with the resolution, you may escalate as described below.
Escalation Process
If you are not satisfied with the resolution provided, you have the right to escalate your grievance to:
- Consumer Helpline: You can file a complaint with the National Consumer Helpline at consumerhelpline.gov.in or call 1800-11-4000 / 1915
- Consumer Court: You may approach the appropriate Consumer Disputes Redressal Commission (District/State/National) as per the Consumer Protection Act, 2019
- Legal Recourse: You have the right to seek legal remedies as per applicable laws
Additional Information
Grievance Records: We maintain records of all grievances for a period of at least 2 years as required by law. These records are kept confidential and used only for grievance resolution purposes.
Response Time: While we aim to resolve grievances within 7-14 business days, complex issues may require additional time. We will keep you informed of any delays.
Language: Grievances can be lodged in English or Hindi. We will respond in the same language.
Alternative Contact: You can also reach out to our general customer support at support@ensilkcreation.com or via our contact page.