Grievance Redressal Policy – DivyGold.com
At DivyGold, our mission is to offer beautifully crafted 1 gram gold jewellery that inspires trust and joy. As a responsible brand, we are committed to upholding the highest standards of customer service, transparency, and accountability.
This Grievance Redressal Policy outlines the framework for addressing customer concerns, disputes, or issues in a fair, timely, and effective manner.
1. Objective
The objective of this policy is to ensure that customers who experience any issue related to:
Product quality
Delivery
Refunds or exchanges
Data privacy
Miscommunication or support delays
have a clear and accessible way to get their problems resolved efficiently.
2. Guiding Principles
Our grievance redressal process is built on the following principles:
Accessibility: Multiple channels for users to raise complaints
Fairness: Unbiased resolution process for all grievances
Timeliness: Defined timelines for each stage of grievance handling
Confidentiality: Your personal and order information is handled securely
3. How to File a Complaint
You can raise a complaint via any of the following channels:
📨 Email (Preferred Method)
Send your complaint to: support@divygold.com
Include:
Your full name
Contact number
Order number (if applicable)
Nature of the complaint
Description of the issue
Supporting photos/documents (if relevant)
📞 Phone Support
Call us at: +91-6388711081
(Monday to Saturday, 10:00 AM to 6:00 PM)
🌐 Online Contact Form
Visit www.divygold.com/contact and fill out the complaint form.
4. Grievance Redressal Process
Once a complaint is received, the process is as follows:
| Stage | Action | Timeline |
|---|---|---|
| Acknowledgement | You will receive a confirmation email or SMS | Within 48 hours |
| Initial Review | Our customer support team will evaluate your concern | Within 3 working days |
| Resolution | You will receive a detailed resolution or request for more info | Within 7 working days |
| Escalation (if needed) | If not resolved to your satisfaction, you may escalate to the Grievance Officer | Additional 7 days |
In complex cases, such as delivery disputes or third-party logistics delays, resolution may take up to 15 business days. You will be kept informed throughout the process.
5. Escalation Matrix
If you are unsatisfied with the initial resolution, you may escalate as follows:
Level 1
Customer Support Team
📧 support@divygold.com
Level 2
Grievance Officer: Mr. Vardan Jain
📧 vardan@divygold.com
📞 +91-6388711081
Level 3
If your issue remains unresolved, you may seek recourse under the provisions of the Consumer Protection Act, 2019.
6. Categories of Complaints Handled
Defective or damaged product received
Product mismatch (wrong item delivered)
Delayed or undelivered order
Refund/exchange not processed
Payment-related errors
Data privacy or account misuse concerns
Staff misbehavior or poor service experience
7. Privacy & Confidentiality
All information provided in the grievance process will be treated as confidential. DivyGold does not sell or rent customer data, and your grievance details are used strictly for investigation and resolution.
We may share necessary details with internal teams or trusted logistics partners only for resolution purposes, under strict confidentiality obligations.
8. Records & Monitoring
All complaints are logged, tracked, and reviewed periodically by the management team to:
Identify recurring issues
Improve service and product quality
Ensure compliance with consumer protection standards
9. Policy Review
This policy is subject to annual review and updates as required by law or internal service improvements.
At DivyGold, every customer matters.
Your trust is our gold. We’re committed to resolving your concerns fairly and respectfully.
