Grievance Redressal Policy

This Policy is published in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. It sets out how to raise a complaint with BUYVORA PRIVATE LIMITED and what you can expect at each stage.

1. Level 1 — Customer support

Start here. Most issues are resolved at this level.

• Preferred route: open your order at Track order and submit a support request. You receive a ticket ID immediately.
• Email: support@buyvorastores.online
• Phone: +91 00000 00000 (Monday to Saturday, 10:00 AM to 7:00 PM IST)
• Acknowledgement: within 1 working day
• Resolution target: within 3 working days

2. Level 2 — Grievance officer

If your issue is unresolved after 3 working days, or you are dissatisfied with the outcome, escalate it to our grievance officer with your ticket ID.

3. What to include in an escalation

• Your order number and the email address used at checkout
• Your existing ticket ID, if any
• A clear description of the issue and what outcome you are seeking
• Photographs or documents supporting the complaint, where relevant

Complete information lets us resolve the matter in a single exchange rather than several.

4. Level 3 — External redressal

If you remain dissatisfied after Level 2, you may approach:

• The National Consumer Helpline on 1915, or the INGRAM portal at consumerhelpline.gov.in;
• The consumer commission having jurisdiction over your place of residence, under the Consumer Protection Act, 2019;
• For payment-related disputes, your card issuer or bank, or the RBI Ombudsman scheme.

We cooperate fully with all such proceedings and will provide any order or transaction record you need.

5. Records

Every complaint is logged with a unique reference, the date received, the action taken and the date closed. Records are retained for 3 years from resolution.

6. Anti-fraud note

Questions about this document? Write to support@buyvorastores.online or see our Contact page for postal and phone details.