GRIEVANCE REDRESSAL POLICY
Khaticraft Furnishing & Decor Solutions Pvt. Ltd.
Effective Date: 17 May 2026 | Last Updated: 17 May 2026
At Khaticraft Furnishing & Decor Solutions Pvt. Ltd. ("Khaticraft," "we," "our," or "us"), we are committed to providing the highest standards of service and customer satisfaction. We understand that occasionally, you may have a concern, complaint, or grievance. This Grievance Redressal Policy outlines how you can raise concerns and how we will address them promptly and fairly.
This Policy is published in compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.
1. What is a Grievance?
A grievance is any complaint, concern, dispute, or dissatisfaction you may have regarding:
• Products purchased from Khaticraft (quality, defects, damage)
• Orders, payments, billing, or invoicing
• Shipping, delivery, or installation
• Returns, refunds, replacements, or cancellations
• Warranty claims or after-sales service
• Customer service experience
• Privacy, data protection, or cookie-related concerns
• Website functionality or content
• Any violation of our policies or applicable laws
2. How to Raise a Grievance
You can raise a grievance through any of the following channels:
2.1 Email (Preferred)
Email us at: care@khaticraft.com
Please include the following details for faster resolution:
• Your full name and registered contact number
• Order number / invoice number (if applicable)
• Detailed description of your grievance
• Supporting documents, photographs, or videos (if applicable)
• Your preferred resolution
2.2 Phone
Call us at: +91-9999784595
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST (excluding public holidays)
2.3 Written Communication
You may send a written grievance by post to our registered office:
Address: Grievance Officer, Khaticraft Furnishing & Decor Solutions Pvt. Ltd., Plot No. 9A & 31, Furniture Block, WHS Kirti Nagar, New Delhi – 110015, India
3. Grievance Officer
In compliance with applicable laws, we have appointed a Grievance Officer to address your concerns:
Name: Ms. Pooja Kumari Jangra
Designation: Grievance Officer & Data Protection Officer
Company: Khaticraft Furnishing & Decor Solutions Pvt. Ltd.
Email: care@khaticraft.com
Phone: +91-79885 83676
Address: Plot No. 9A & 31, Furniture Block, WHS Kirti Nagar, New Delhi – 110015, India
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST
4. Grievance Resolution Process & Timelines
We follow a structured process to ensure your grievance is resolved efficiently:
4.1 Step-by-Step Process
Step 1 — Acknowledgement (within 48 hours)
• Upon receiving your grievance, we will acknowledge it within 48 hours
• You will receive a unique Grievance Reference Number (GRN) for tracking
Step 2 — Review & Investigation (3-7 working days)
• Our team will review the grievance and investigate the issue
• We may contact you for additional information or clarification
• Where required, a technician inspection may be scheduled
Step 3 — Resolution (within 15 days)
• We will provide a resolution within 15 (fifteen) days of receipt of the grievance
• The resolution will be communicated to you via email or phone
• If more time is genuinely required, we will inform you with reasons and a revised timeline
Step 4 — Closure & Feedback
• Once resolved, the grievance will be marked as closed
• We may request your feedback on the resolution experience
4.2 Resolution Timelines Summary
Acknowledgement: Within 48 hours
Resolution: Within 15 days of receipt
Damage/Defect Assessment: Within 5-7 working days
Data/Privacy Grievances: Within timelines prescribed under the DPDP Act, 2023
5. Escalation Matrix
If you are not satisfied with the resolution provided, you may escalate your grievance through the following levels:
Level 1 — Customer Care
• First point of contact for all grievances
• Email: care@khaticraft.com | Phone: +91-9999784595
• Expected response: Within 48 hours
Level 2 — Grievance Officer
• If unresolved at Level 1, escalate to the Grievance Officer
• Ms. Pooja Kumari Jangra | care@khaticraft.com
• Expected resolution: Within 15 days
6. Our Commitment
Khaticraft is committed to:
• Treating every grievance with seriousness, fairness, and confidentiality
• Responding promptly within stated timelines
• Providing transparent communication throughout the process
• Resolving issues in good faith and in accordance with applicable law
• Continuously improving our products and services based on feedback
• Maintaining a record of all grievances for quality and compliance purposes
7. Important Notes
• All grievances are handled confidentially and used only for resolution and quality improvement
• Frivolous, abusive, or repetitive grievances may be handled at our discretion
• This Policy works alongside our Refund & Return Policy, Warranty Policy, Privacy Policy, and Terms of Service
• Nothing in this Policy limits your statutory rights under Indian consumer protection laws
8. Changes to This Policy
We may update this Grievance Redressal Policy from time to time. The revised version will be posted on our Website with an updated "Last Updated" date. We encourage you to review this Policy periodically.
9. Contact Us
For any grievances or related queries, please reach out to us:
Email: care@khaticraft.com
Phone: +91-9999784595
Address: Khaticraft Furnishing & Decor Solutions Pvt. Ltd., Plot No. 9A & 31, Furniture Block, WHS Kirti Nagar, New Delhi – 110015, India
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST
Website: www.khaticraft.com
Your concerns matter to us. We are committed to resolving every grievance with care, fairness, and urgency.
— The Khaticraft Team