1. Purpose & Legal Basis

This Grievance Redressal Policy is published in compliance with:

• Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020

• Digital Personal Data Protection Act, 2023 (DPDP Act)

• Information Technology Act, 2000

Jaipur Blossom (operated by Scalento Private Limited) is committed to addressing customer grievances promptly, fairly, and transparently. This policy applies to all complaints relating to products purchased, orders placed, data privacy, and any other interaction with our website jaipurblossom.com.

2. Grievance Officer

As mandated under Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to handle all customer complaints:

3. What You Can Raise a Grievance About

You may file a grievance with us for any of the following:

• Product issues: Defective, damaged, or wrong item received

• Order issues: Non-delivery, delayed delivery, or incorrect order

• Exchange issues: Dispute regarding exchange eligibility, processing, or resolution

• Payment issues: Incorrect charge, refund not received, or double payment

• Cancellation issues: Order not cancelled despite request, or refund not processed

• Data privacy complaints: Concerns about how your personal data is collected, stored, or used

• Misleading information: Product description, pricing, or policy inconsistencies on our website

• Any other complaint: Any other issue arising from your interaction with Jaipur Blossom

4. How to File a Grievance

All grievances must be submitted via email to jaipurblossom@gmail.com. We do not accept grievances via WhatsApp, phone, or any other channel.

Your email should include:

1. Your full name

2. Order ID (if applicable)

3. Date of purchase or incident

4. Clear description of the grievance

5. Supporting evidence — photographs, videos, screenshots (where applicable)

6. Your preferred resolution

Incomplete complaints may delay our response. The more information you provide upfront, the faster we can resolve your issue.

5. Resolution Timeline

We are committed to resolving all grievances within 30 days of receipt. In cases requiring investigation with our courier partner or payment processor, resolution may take up to 30 days from the date all required information is received from you.

6. Escalation

If Unresolved by Jaipur Blossom

If your grievance is not resolved within 30 days, or if you are dissatisfied with the resolution provided, you may escalate your complaint to the following:

• National Consumer Helpline: Call 1800-11-4000 or visit consumerhelpline.gov.in

• Consumer Dispute Redressal Commission: File a complaint at your district or state Consumer Disputes Redressal Commission (CDRC) under the Consumer Protection Act, 2019

• Data Protection Board of India (for privacy complaints): Once fully operational under the DPDP Act, you may escalate unresolved privacy grievances to the Data Protection Board of India

Jurisdiction for all disputes: Courts of Surat, Gujarat, India.

7. Our Commitment to Fair Treatment

Jaipur Blossom commits to the following in handling all grievances:

• Every complaint will be acknowledged within 48 business hours

• All complaints will be investigated objectively and without bias

• You will not be penalised or discriminated against for raising a legitimate grievance

• All grievance communications will be kept confidential and used solely for the purpose of resolving your complaint

• We will not delete negative reviews or suppress legitimate customer feedback as part of grievance resolution

8. Misuse of the Grievance Process

While we welcome all legitimate complaints, we reserve the right to close or disregard grievances that are:

• Abusive, threatening, or harassing in nature

• Submitted in bad faith or with fraudulent intent

• Duplicate submissions of the same unresolved complaint without new information

• Outside the scope of our policies (e.g., exchange requests beyond the eligible window)

Misuse of the grievance process may result in termination of your account and refusal of future service, consistent with our Terms & Conditions.

Submit a Grievance

Email us at jaipurblossom@gmail.com with your order ID and full details of your complaint.

Monday to Friday, 10:00–18:00 IST  |  Response within 48 business hours

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