Return to AtelierROYE VASTRAAMadurai • Haute Ethnic Atelier
Rule 5(3)
Statutory Compliance Desk

Grievance Redressal Mechanism

In compliance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection (DPDP) Act, 2023.

Designated Officer under Consumer Protection Act, 2019

Mr. Dhileepan Chakkaravarthy

Designation: Grievance Redressal Officer & Proprietor
Registered Office / Principal Place of Business:

Roye Vastraa Atelier,
402, Opp. Sundaram Park, K.K. Nagar,
Madurai, Tamil Nadu – 625020, India.

Direct Grievance Email:royevastraa@gmail.com

3-Tier Consumer Redressal Escalation Matrix

Level 1

Customer Support Concierge

Connect via WhatsApp (+91 93459 10000) or email for order queries, tracking, or fabric exchange inquiries.

SLA: Acknowledgment within 4 hours; initial resolution within 24 hours.
Level 2

Statutory Grievance Officer

If Level 1 is unresolved within 48 hours, write directly to the Grievance Officer at royevastraa@gmail.com with your Order Reference ID.

Statutory Mandate: Acknowledgment within 48 hours; final resolution within 30 days.
Level 3

National Consumer Helpline

Patrons may also seek guidance from the Ministry of Consumer Affairs, Government of India (National Consumer Helpline Toll-Free: 1915).

Online portal: consumerhelpline.gov.in
Statutory Verification Notice: Mandatory 360° Unboxing Video

In accordance with industry best practices for high-value handloom silks and temple jewellery, all claims relating to transit damages, broken pieces, shortages, or wrong item delivery must be accompanied by an uncut, continuous 360-degree unboxing video taken from the moment the courier outer flyer is unsealed. Claims submitted without this tamper-evident unboxing video cannot be entertained to prevent fraudulent claims and counterfeit returns.

Exclusive Jurisdiction Clause: All legal proceedings, arbitrations, or consumer disputes arising from transactions on this platform shall be subject to the exclusive jurisdiction of the Competent Courts in Madurai, Tamil Nadu, India.
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