Grievance Redressal Policy

AVN Spices takes complaints seriously. This policy sets out how to raise a grievance, who handles it, and the timelines we commit to. It is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

1. Grievance Officer

2. What you can raise

• Quality of goods received, including staleness, spoilage or infestation.
• Wrong, missing or short-supplied items.
• Delivery delays, damage in transit or non-delivery.
• Payments, refunds and billing.
• Misleading product information on the Website.
• Privacy and personal data concerns, including requests to access or delete your data.
• Conduct of our staff or delivery partners.

3. How to raise a grievance

Contact the Grievance Officer by email, phone or post. To help us resolve it quickly, please include:

• your order number (beginning AVN) and the date of the order;
• your name and the phone number or email registered with the order;
• a clear description of the problem;
• photographs, where the complaint concerns the condition of goods;
• what outcome you are seeking — replacement, refund or explanation.

4. Our timelines

Where a complaint needs longer than 30 days because it depends on a courier investigation or laboratory testing, we will tell you before the 30 days expire, explain why, and give a revised date.

5. How we handle your complaint

• Acknowledge — you receive a ticket reference within 48 hours.
• Investigate — we review order records, despatch details, photographs and, where relevant, courier tracking or retained samples from the same lot.
• Decide — we tell you the outcome in writing, with reasons if the complaint is not upheld.
• Act — approved replacements are despatched and refunds initiated within 2 working days of the decision.
• Record — complaints are logged and reviewed so recurring problems can be traced back to a supplier, lot or process.

6. If you are not satisfied

If your complaint is not resolved to your satisfaction, you may approach:

• National Consumer Helpline — dial 1915, or visit consumerhelpline.gov.in.
• Consumer Commission — the District, State or National Commission with jurisdiction, under the Consumer Protection Act, 2019. You may file where you reside or work.
• Food Safety and Standards Authority of India (FSSAI) — for food safety concerns, through the Food Safety Connect app or foscos.fssai.gov.in.
• Your payment provider or card issuer — for unresolved payment disputes.

Raising a grievance with us does not limit your right to approach any of these authorities at any time.

7. Anonymous and third-party complaints

We investigate complaints raised by anyone affected by our products, including recipients of gift orders who did not themselves place the order. We may need order or delivery details to trace the consignment.

8. Review

This policy is reviewed at least annually and whenever the applicable rules change. Details of the Grievance Officer are kept current on this page.