Grievance Redressal Mechanism
Statutory customer grievance channel established under the Consumer Protection (E-Commerce) Rules, 2020 and Information Technology Act.
In compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000, Shree Banarasi Sarees has appointed a designated Grievance Officer to oversee consumer complaints, customer escalations, and data protection inquiries.
We are committed to resolving customer grievances fairly, transparently, and in strict adherence to mandated statutory timeframes.
Appointed Grievance Officer
Full Name:
Rajeev kumar sharma
Designation: Grievance Officer • Shree Banarasi Sarees
Electronic Contact:
Registered Office Address:
Shree Banarasi Sarees
Rudauli Chowk, Harpur Aloth
Samastipur, Bihar – 848103, India
Statutory Resolution Timelines
Every grievance filed with our Grievance Officer is formally acknowledged within forty-eight (48) hours of receipt with a unique Grievance Reference Number (GRN) sent to your email and phone number.
As prescribed by the E-Commerce Rules, 2020, our Grievance Officer will investigate the claim, coordinate with logistics/accounts teams, and provide a formal, reasoned written resolution within one month (30 calendar days) of receiving the complaint.
How to Submit a Formal Grievance
To enable prompt and efficient investigation of your matter, please ensure your email or written grievance includes:
- Subject Line: "Formal Grievance - Order #[Your Order ID]"
- Complainant Details: Full name, registered mobile telephone number, and postal address.
- Order Particulars: Order ID, invoice date, purchased saree name, and payment transaction reference.
- Detailed Narrative: A chronological description of the issue, prior communications with customer care, and the specific resolution sought (e.g. refund, replacement).
- Supporting Documents: Clear photographs or video evidence of the product, delivery package, courier label, or bank debit record.
Two-Level Escalation Matrix
Level 1: Frontline Customer Care Desk
For immediate order tracking, delivery rescheduling, or routine return questions, first reach our front desk via WhatsApp (+91 62039 09946) or email (shreebanarasi180@gmail.com). Most inquiries are resolved on the same day.
Level 2: Escalation to Grievance Officer
If your issue remains unresolved after 48 hours or you are dissatisfied with frontline support, escalate directly to the Grievance Officer at shreebanarasi180@gmail.com.
External Statutory Recourse
Consumers also have the statutory right to seek assistance from the government's National Consumer Helpline (NCH) under the Department of Consumer Affairs:
• National Consumer Helpline (NCH): Toll-free 1915 or 1800-11-4000
• Web Portal: consumerhelpline.gov.in
• E-Daakhil Portal: For filing online consumer disputes before the District Consumer Disputes Redressal Commission in Samastipur, Bihar.
Have Questions About This Policy or an Order?
Our customer desk at our Samastipur showroom is available daily from 10:00 AM to 9:00 PM IST.