Vidhyant Mart — Grievance Redressal & Customer Complaint Policy

Effective Date: 24 September 2026

Vidhyant Mart is operated by Vidha Bai and is committed to providing customers with a clear and accessible process for raising complaints, concerns, and service-related issues.

This policy explains how customers can submit complaints and how Vidhyant Mart will handle and resolve them.

1. Grievance Officer

Name: Vidha Bai
Designation: Grievance Officer
Email: vidhyantmart@gmail.com
Phone/WhatsApp: 8982963309 / 9981023823

Business Address:

Ward 17, Baijnath Dham,
Baijnath Road, Behind Jail,
Agar Malwa, Madhya Pradesh, India

Customers may contact the Grievance Officer for complaints relating to products, orders, payments, delivery, returns, refunds, cancellations, website services, customer support, or other matters relating to Vidhyant Mart.

2. How to Raise a Complaint

Customers can submit a complaint through:

Email: vidhyantmart@gmail.com

Phone/WhatsApp: 8982963309 / 9981023823

Where available, customers may also submit a complaint through the customer account/order support system on the Vidhyant Mart website.

Customers should provide sufficient information to help us investigate the complaint.

3. Information to Include in a Complaint

Where applicable, customers should provide:

• Order ID
• Customer name
• Registered email address
• Registered mobile number
• Product name
• Date of order
• Date of delivery
• Description of the complaint
• Photographs or videos, where relevant
• Unboxing video, where applicable to the product/category
• Payment reference/transaction ID, where relevant
• Any previous complaint or support reference number

Providing complete information may help us investigate and resolve the complaint more efficiently.

4. Complaint Acknowledgement

Vidhyant Mart will provide an acknowledgement for a consumer complaint received through the applicable grievance mechanism.

The acknowledgement may include a complaint/reference or ticket number where the system supports such functionality.

Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer of an e-commerce entity is required to acknowledge receipt of a consumer complaint within 48 hours.

5. Complaint Investigation

After receiving a complaint, Vidhyant Mart may review:

• Order information
• Payment information
• Product information
• Delivery/tracking information
• Customer communications
• Photographs
• Videos
• Unboxing video, where applicable
• Return/pickup information
• Seller/supplier information, where relevant
• Courier/logistics information
• Other information reasonably required to investigate the complaint

We may contact the customer if additional information or clarification is required.

6. Complaint Resolution

Vidhyant Mart will make reasonable efforts to investigate and resolve complaints within the applicable timeframe.

Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer is required to redress a consumer complaint within one month from the date of receipt of the complaint.

Some complaints may require additional verification or coordination with payment providers, courier partners, manufacturers, sellers, suppliers, or other service providers.

Where additional time or information is required, the customer may be informed about the status of the complaint.

7. Complaint Reference / Ticket Number

Where our website or support system provides a complaint ticketing facility, each complaint may be assigned a unique reference or ticket number.

Customers should retain the reference number and use it when contacting us regarding the same complaint.

The applicable e-commerce rules also contemplate a ticket number through which consumers can track the status of a complaint.

8. Product-Related Complaints

Customers may contact us regarding:

• Wrong product received
• Damaged product
• Defective product
• Missing item or accessory
• Product materially different from the order
• Product quality concerns
• Packaging damage
• Warranty-related concerns
• Return or replacement issues
• Other product-related issues

For return/refund eligibility and applicable timelines, customers should also refer to the Return & Refund Policy.

9. Delivery-Related Complaints

Customers may raise complaints regarding:

• Delayed delivery
• Shipment not received
• Incorrect delivery status
• Failed delivery attempts
• Wrong delivery
• Damaged package
• RTO-related issues
• Courier-related concerns

Customers should provide their Order ID and, where available, AWB/tracking number.

Delivery-related complaints will be handled in accordance with the Shipping & Delivery Policy and applicable requirements.

10. Payment and Refund Complaints

Customers may contact us regarding:

• Payment deducted but order not created
• Payment failure
• Duplicate payment
• Refund not received
• Incorrect refund amount
• Payment-related technical issues

Where the transaction was processed through a third-party payment provider such as Razorpay, Vidhyant Mart may need to coordinate with the payment provider or bank to investigate the transaction.

Customers should provide the applicable payment/transaction reference number wherever available.

11. Cancellation Complaints

Customers may contact us regarding:

• Cancellation request
• Cancellation not processed
• Cancellation after dispatch
• Refund following cancellation
• Order cancelled by Vidhyant Mart

Cancellation matters will be handled according to the Cancellation Policy and applicable product/order conditions.

12. Return and Refund Complaints

If a customer has already submitted a return/refund request and is dissatisfied with the status or resolution, the customer may raise a grievance through the grievance mechanism.

The customer should provide:

• Order ID
• Return request/reference number
• Reason for disagreement
• Supporting photographs/videos, where applicable
• Any other relevant information

The complaint may be reviewed again based on the available information and applicable policy.

13. Unboxing Video and Evidence

For products/categories where an unboxing video is required, customers should provide the required continuous and uninterrupted video when submitting a relevant complaint.

The video may be used to verify:

• Condition of the outer package
• Package tampering
• Product condition
• Missing items
• Wrong product
• Transit damage
• Product/accessory mismatch

The unboxing-video requirements are described in the Return & Refund Policy.

The absence of a required video may affect our ability to verify certain claims, but complaints will be considered based on the circumstances and applicable consumer rights.

14. Complaints Involving Third-Party Partners

Vidhyant Mart may work with third-party:

• Payment providers
• Courier/logistics providers
• Sellers
• Suppliers
• Manufacturers
• Fulfilment partners
• Technology/service providers

Where a complaint involves one of these parties, Vidhyant Mart may coordinate with the relevant party to investigate and resolve the issue.

The customer may be asked to provide information necessary for such coordination.

15. Customer Communication

Vidhyant Mart may communicate with customers through:

• Email
• Phone
• WhatsApp
• Website/customer account
• SMS or other communication channels where applicable

Customers should ensure that their registered contact details are accurate and accessible.

16. False or Fraudulent Complaints

Vidhyant Mart aims to treat genuine complaints fairly.

Where there is evidence of intentionally false, fraudulent, abusive, or misleading information, Vidhyant Mart may investigate the matter and take appropriate action in accordance with applicable law and its policies.

This does not prevent customers from raising genuine complaints or exercising their lawful consumer rights.

17. Privacy During Complaint Handling

Information submitted during a complaint may be used to:

• Investigate the complaint
• Verify the order
• Process a return/refund/replacement
• Communicate with the customer
• Coordinate with relevant service providers
• Prevent fraud or misuse
• Comply with legal requirements

Customer information will be handled according to the Vidhyant Mart Privacy Policy.

18. Escalation

If a customer is not satisfied with the initial response or requires further review, the customer may request escalation by contacting the Grievance Officer using the contact details provided in this policy.

The customer should mention the previous complaint/reference number when requesting escalation.

19. External Consumer Remedies

Nothing in this policy is intended to restrict any rights or remedies available to a consumer under applicable Indian law.

Depending on the nature of the dispute and applicable law, a customer may also have access to applicable government consumer grievance mechanisms or consumer dispute redressal forums.

20. No Waiver of Legal Rights

The procedures in this policy are intended to provide a convenient internal complaint-resolution mechanism.

Nothing in this policy is intended to exclude or limit rights available to consumers under applicable law.

21. Changes to This Policy

Vidhyant Mart may update this Grievance Redressal & Customer Complaint Policy from time to time to reflect changes in:

• Business operations
• Customer support processes
• Website functionality
• Payment or logistics arrangements
• Applicable laws or regulations

The updated policy will be published on this page with the revised effective date.

22. Contact the Grievance Officer

Vidhyant Mart
Operated by: Vidha Bai

Grievance Officer: Vidha Bai
Email: vidhyantmart@gmail.com
Phone/WhatsApp: 8982963309 / 9981023823

Business Address:

Ward 17, Baijnath Dham,
Baijnath Road, Behind Jail,
Agar Malwa, Madhya Pradesh, India

For faster assistance, please mention your Order ID or complaint/reference number in every communication.

Important: This is a business-use policy draft and should be reviewed by an Indian e-commerce/legal professional before publication, particularly to confirm the appropriate grievance-officer designation, business structure, and compliance requirements applicable to Vidhyant Mart. The Department of Consumer Affairs currently lists the Consumer Protection (E-Commerce) Rules, 2020 and related amendments/corrigenda among the applicable consumer-protection rules.