Grievance Redressal Policy

Last Updated: 23/06/26

At Siya Ethnics, we value customer trust and are committed to addressing customer queries, service concerns, complaints, and grievances in a fair, transparent, and timely manner. This Contact & Grievance Redressal Policy explains how customers may contact us for support and how grievance-related matters are handled.

This Policy applies to orders placed on siyaethnics.com, customer support interactions, complaints, policy-related concerns, and grievances relating to products, payments, delivery, returns, refunds, privacy, or Website usage.

1. Customer Support Contact Details

For general customer support, order assistance, product-related queries, shipping issues, return / exchange support, cancellation requests, and basic policy-related questions, customers may contact Siya Ethnics through the following channels:

Customer Support

Email: care@siyaethnics.com
Phone / WhatsApp: 7999878817

Customers are encouraged to contact us using the email address or mobile number used while placing the order to help us locate and process requests efficiently.

2. Grievance Officer Details

If you have a formal complaint or grievance regarding your order, refund, exchange, delivery, payment, personal information, Website experience, customer service, or any issue that remains unresolved through normal customer support channels, you may contact our designated Grievance Officer.

Grievance Officer

Name: Preeti Sisodia Swarnkar
Email: preeti@siyaethnics.com
Phone: 7999878817
Address: Tower-4, Flat-804, Lotus Boulevard, Sector 100, Noida, Uttar Pradesh, India

3. Issues for Which You May Contact Us

You may contact Siya Ethnics or the Grievance Officer for assistance with matters including, but not limited to:

  • order confirmation issues
  • payment-related issues
  • failed or duplicate payment concerns
  • shipping delays or delivery issues
  • wrong item / damaged item / defective item complaints
  • return / exchange / refund-related concerns
  • cancellation requests
  • COD verification issues
  • account access issues
  • review or content-related concerns
  • privacy or data-related requests / concerns
  • dissatisfaction with customer support handling
  • complaints regarding policy implementation
  • any unresolved dispute relating to products or Website services

4. How to Raise a Complaint or Grievance

To help us resolve your concern quickly and accurately, please provide the following details while writing to us:

For Order-Related Complaints

  • full name
  • order number
  • registered email address
  • registered mobile number
  • description of the issue
  • photographs / screenshots / videos where applicable
  • date of delivery / transaction
  • any prior communication already made with customer support

For Grievance / Escalation Requests

If your issue has already been raised with customer support and remains unresolved, please include:

  • reference to previous communication
  • support email / chat / call details if available
  • summary of the unresolved issue
  • expected resolution sought by you

Incomplete information may delay resolution.

5. Acknowledgement Timeline

Siya Ethnics aims to acknowledge grievance-related complaints within:

48 hours of receipt

This acknowledgement may be sent by email, WhatsApp, phone call, or any other appropriate communication channel.

Acknowledgement of a complaint does not automatically mean acceptance of the customer’s claim. It only confirms that the complaint / grievance has been received for review.

6. Resolution Process

Once a complaint or grievance is received, Siya Ethnics may:

  1. review the complaint details;
  2. verify order records, payment records, delivery records, product details, and policy applicability;
  3. request additional documents, images, screenshots, parcel photos, or unboxing videos where relevant;
  4. coordinate with courier partners, payment providers, platform tools, or internal support records if necessary;
  5. determine whether the complaint falls within the applicable policy framework;
  6. provide a resolution, rejection, clarification, or further update based on the facts and evidence available.

Resolution timelines may vary depending on:

  • the nature and complexity of the issue;
  • whether third-party verification is needed;
  • whether courier / payment / logistics investigation is required;
  • whether supporting evidence has been provided;
  • operational constraints, public holidays, or exceptional circumstances.

7. Nature of Resolution That May Be Offered

Depending on the issue and subject to Siya Ethnics’ applicable policies, a complaint may be resolved through one or more of the following:

  • clarification or explanation
  • order status update
  • correction of account or contact information
  • replacement approval
  • refund approval where eligible
  • cancellation confirmation where permitted
  • rejection of claim where the complaint is outside policy or unsupported by evidence
  • any other commercially reasonable resolution deemed appropriate by Siya Ethnics

8. Complaints That May Not Be Entertained

Siya Ethnics reserves the right to reject, close, or decline complaints / grievances where:

  • the request is made outside the applicable policy window;
  • the customer has not provided sufficient information or evidence despite request;
  • the issue relates to a matter clearly excluded under Siya Ethnics’ policies;
  • the product has been used, washed, worn, altered, tag-removed, or damaged by the customer;
  • the complaint is abusive, fraudulent, misleading, repetitive without basis, or made in bad faith;
  • the grievance concerns a third-party platform, bank, or service provider matter that is outside Siya Ethnics’ control, except to the extent we can reasonably assist.

9. Customer Responsibilities While Raising a Complaint

To ensure fair and efficient handling, customers are expected to:

  • provide truthful, complete, and accurate information;
  • retain invoice, order details, and delivery evidence;
  • inspect products promptly after delivery;
  • preserve packaging and tags where an issue is suspected;
  • provide photographs or unboxing video where relevant;
  • communicate respectfully with support representatives and grievance handlers.

Use of abusive language, threats, fraudulent claims, manipulated evidence, or repeated misuse of support channels may result in limitation of support, rejection of claims, or further action as permitted by law.

10. Privacy of Complaint Information

Information submitted by customers in support requests, complaints, or grievance communications may be used by Siya Ethnics for:

  • customer support handling;
  • verification of claims;
  • order and transaction investigation;
  • fraud prevention;
  • legal compliance;
  • internal service improvement.

Such information will be handled in accordance with Siya Ethnics’ Privacy Policy, subject to applicable law.

11. Escalation

Customers are encouraged to first contact customer support for routine order or service-related issues. If the issue is not resolved satisfactorily, the customer may escalate the matter to the Grievance Officer using the details provided in this Policy.

12. No Waiver of Other Policies

This Contact & Grievance Redressal Policy should be read together with Siya Ethnics’:

  • Terms & Conditions
  • Privacy Policy
  • Shipping Policy
  • Return / Exchange / Refund / Cancellation Policy

Nothing in this Policy shall override or dilute the eligibility conditions, exclusions, timelines, or limitations contained in those policies.

13. Changes to This Policy

Siya Ethnics reserves the right to update, amend, modify, or replace this Contact & Grievance Redressal Policy at any time. Any updated version will be posted on the Website with the revised “Last Updated” date.

Continued use of the Website after such changes constitutes acceptance of the revised Policy, subject to applicable law.

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