Grievance redressal

Grievance officer

The grievance officer is the named person responsible for receiving and resolving complaints about orders, deliveries, refunds, product quality, invoicing and the handling of your personal data.

How to raise a complaint

Write to the grievance officer at the email address above. To let us act on it immediately rather than writing back for details, include:

• Your order reference — it begins with GP.
• The name, email address and phone number the order was placed with.
• What went wrong, in your own words.
• Photographs, where the complaint is about damaged, wet, mis-cut or wrongly supplied stock.
• What outcome you are looking for — replacement, refund or an explanation.

Straightforward questions about an order that has not gone wrong are usually faster through the ordinary contact page; this route is for complaints.

Our response timeline

Where a complaint needs a courier investigation or a report from a mill, resolution can take the full 30 days. We tell you that is happening rather than going quiet.

If you are still unhappy

If the outcome does not satisfy you, reply to the same thread quoting your complaint number and ask for it to be escalated. Escalated complaints are reviewed by the management of GANESHA ENTERPRISE and answered within a further 15 business days.

External redressal

Nothing on this page limits your statutory rights. If we cannot resolve matters between us, you may approach:

• The National Consumer Helpline on 1915, or through the INGRAM portal at consumerhelpline.gov.in.
• The District, State or National Consumer Disputes Redressal Commission with jurisdiction over your address, under the Consumer Protection Act, 2019.
• For personal data complaints, the authority constituted under the Digital Personal Data Protection Act, 2023.