Effective date October 2026
Last updated October 2026
Suggested website path /grievance-redressal-policy/
This policy explains how customers may raise a complaint about products, orders, payments, delivery, returns, privacy or use of the House of Prianjali website, and how those complaints will be handled.
1. Grievance officer
Name: Prianjali
Designation: Grievance Officer, House of Prianjali
Email: grievance@houseofprianjali.com
Telephone: +91 84477 57359
Address: Block F, East of Kailash, New Delhi, Delhi 110065, India
Support hours: 10:00 hrs – 18:00 hrs
2. How to raise a grievance
Email the Grievance Officer with the subject line Grievance and include, where relevant, the customer’s name, order number, registered email address or phone number, a concise description of the issue, the desired resolution and supporting photographs or documents. Do not send payment credentials, passwords, OTPs, PINs or full card details.
3. Acknowledgement and resolution
House of Prianjali will acknowledge receipt of a consumer grievance within 48 hours. We will review the available records, may request proportionate additional information and will endeavour to resolve the grievance within one month from receipt, in accordance with applicable Indian e-commerce law. Complex matters involving a courier, payment provider, fraud review or another third party may require coordination, but we will keep the customer informed of material progress.
4 Review process
1. The complaint is logged and assigned a reference number where our system supports one.
2. We verify the order, payment, delivery, product or communication records relevant to the complaint.
3. We may ask the customer or service provider for information reasonably necessary to investigate.
4. We communicate the outcome, proposed remedy and any action the customer must take.
5. If the customer disagrees, the customer may request one internal review by replying to the outcome email with the reasons for disagreement.
5. Available outcomes
Depending on the facts and the applicable policy, an outcome may include information or clarification, correction of records, cancellation, exchange, replacement, refund, completion of delivery, removal of customer content, privacy-related action or rejection of the request with reasons. Remedies remain subject to applicable consumer and other laws.
6. Privacy and records
Complaint information will be used to investigate and resolve the grievance, prevent fraud, improve service and comply with law. It may be shared with payment providers, logistics partners, technology providers, advisers or authorities only where reasonably necessary. Records will be retained for the period required for legal, accounting, fraud-prevention and dispute-management purposes.
7. External remedies
If a grievance is not resolved satisfactorily, the customer may use remedies available under applicable law, including approaching the National Consumer Helpline through its official portal or filing before the competent consumer dispute redressal commission. Nothing in this policy limits a statutory right or remedy.