Grievance Redressal
We take every complaint seriously. Here's how we handle them. Transparently, promptly, and fairly.
How to File a Grievance
You can file a grievance through any of the following channels. We recommend email for the fastest response and best documentation trail.
Include your order number, description of the issue, and any supporting photos or documents. You will receive an acknowledgment within 24 hours.
Phone
+91 98765 43210Available Monday to Saturday, 10:00 AM to 7:00 PM IST. For urgent issues related to shipment security or payment disputes, call us directly.
Written Complaint
Vittarq, Mumbai, Maharashtra, India
Send a written complaint via registered post to our office address. Include your name, order number, contact details, and a detailed description of the grievance.
Grievance Resolution Process
Every grievance follows a structured 4-step process with defined timelines. We aim to resolve most issues within 7 business days.
Acknowledgment
Your grievance is received and logged with a unique reference number. You will receive an email confirmation with the reference number and expected resolution timeline.
Investigation
Our team reviews the issue thoroughly. Checking order records, payment logs, delivery proof, and any relevant documentation. We may contact you for additional details.
Resolution
We propose a resolution. Which may include a replacement, refund, credit, or corrective action. You will be notified via email and phone with the proposed resolution.
Escalation
If you are not satisfied with the proposed resolution, you can escalate directly to our Grievance Officer. Escalated complaints receive priority review and a response within 48 hours.
Grievance Officer
As required under the Consumer Protection (E-Commerce) Rules, 2020, the following officer is designated to address all customer grievances.
Mr. Jainam Gandhi
Founder & Grievance Officer
Your Rights
As a Vittarq customer, you are entitled to the following rights under our grievance redressal process and applicable consumer protection laws.
- Right to a response within 48 hours of filing a grievance
- Right to escalation if the initial resolution is unsatisfactory
- Right to a full refund within 15 days if the grievance is found valid
- Right to cancel any order before shipment with a full refund
- Right to return products within our return policy period
- Right to receive a unique reference number for every grievance
- Right to be informed of the resolution timeline at the time of acknowledgment
Consumer Protection
Consumer Protection Act, 2019
If you are not satisfied with the resolution provided by Vittarq, you have the right to file a complaint with the appropriate consumer dispute redressal forum under the Consumer Protection Act, 2019.
Complaints can be filed with the National Consumer Disputes Redressal Commission (NCDRC), State Consumer Disputes Redressal Commission, or the District Consumer Disputes Redressal Forum, depending on the value of the claim.
You may also file a complaint online at the National Consumer Helpline (consumerhelpline.gov.in) or call the toll-free number 1800-11-4000.
Looking for Something Else?
Contact Us. For general queries, product questions, or pre-sale support.
Refund Policy. For details on our refund and return process for gold and silver products.
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