Grievance Redressal Policy

Page Title: Grievance Redressal Policy

Last Updated: July 15, 2026

At Nila Jewellery, we are committed to providing you with a transparent, smooth, and pleasant shopping experience. If you encounter any challenges regarding our products, deliveries, payments, or services, we have established a dedicated Grievance Redressal mechanism to resolve your concerns quickly and fairly.

Level 1: Customer Support Desk

Most issues can be solved right away by our standard customer care team. If you have questions about order tracking, delayed deliveries, payment failures, or returns, please contact our support portal first:

Email Support: support@nilajewellery.com
Response Timeline: We acknowledge all standard emails within 24 hours and aim for a complete resolution within 3 business days.

Level 2: Grievance Officer Escalation

If your query is not resolved to your satisfaction by our customer support desk, or if you wish to file a formal complaint regarding data privacy, severe service delays, or consumer rights under the E-Commerce Rules, you can escalate the matter directly to our designated Grievance Officer.

In accordance with the Information Technology Act and Consumer Protection Rules, the contact details for our Grievance Officer are listed below:

Name of the Officer: Grievance Redressal Officer, Nila Jewellery
Dedicated Escalation Email: support@nilajewellery.com (Please mention your original order number or Support Ticket ID in the subject line)

Grievance Resolution Timelines

We take compliance and consumer satisfaction seriously. When you file a complaint with our Grievance Officer, we adhere to the following timelines:

Acknowledgment: You will receive a formal email acknowledgment containing a unique complaint reference number within 48 hours of submission.
Redressal & Resolution: The Grievance Officer will thoroughly investigate the matter and provide a final resolution or action plan within 15 days from the date the complaint was received.

Website Portal: nilajewellery.com