Grievance Redressal Policy

Most issues are solved fastest by the support desk: customers and general queries to support@odishavastram.com, sellers to vendor@odishavastram.com or their Relationship Manager. Give support a chance to resolve before escalating — but you are never required to.

• Write to grievance@odishavastram.com with your name, contact, order or ticket reference (if any), and a clear description of the issue.
• Your grievance is acknowledged within 48 hours with a tracking reference.
• It is investigated and resolved within 30 days of receipt; most are resolved much sooner. You receive a written outcome with reasons.

• Re-examine support decisions, including return/refund denials, with full access to evidence (packaging videos, courier records, communication logs).
• Direct refunds, reversals, corrections or apologies where the platform or a seller erred.
• For sellers: review penalty appeals that were upheld, settlement disputes and onboarding rejections.

Every grievance, its acknowledgement time, investigation notes and outcome are recorded and retained. These records inform our compliance reporting and how we fix root causes — a grievance that recurs is a process failure, not a user problem.

You retain all rights under Indian consumer protection law, including approaching the consumer dispute redressal commissions, and nothing in this policy limits those rights.