Grievance Policy

Jewel Manas is committed to resolving consumer and business partner complaints promptly, transparently, and fairly. In accordance with the Consumer Protection (E-Commerce) Rules 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, we have designated a Grievance Officer to handle formal complaints.

Before filing a formal grievance, we encourage you to first contact our customer support team at care@jewelmanas.com, as most disputes are resolved within 48 business hours.

In accordance with the applicable Information Technology Rules and Consumer Protection Rules, the details of our designated Grievance Redressal Officer are:

Name: Grievance Officer, Jewel Manas

Address: Jewel Manas — Corporate Office, Mumbai, Maharashtra, India — 400001

Email: grievance@jewelmanas.com

Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)

To file a formal grievance, email grievance@jewelmanas.com with the subject line "Formal Grievance — [Your Order ID or Account Issue]". Include: (1) Your full name and registered email, (2) A detailed description of the issue, (3) Supporting documents (screenshots, order confirmations, tracking numbers), and (4) Your desired resolution.

Grievances may relate to: order delivery failures, product quality disputes, unauthorized transactions, commission disagreements, payout delays, KYC rejection disputes, or privacy rights requests.

Acknowledgement: We will send a written acknowledgement email within 48 business hours of receiving a formal grievance.

Investigation: Our grievance team will investigate the complaint, including liaising with the relevant vendor, logistics partner, or payment processor as necessary.

Resolution: A final written resolution will be communicated to you within 15 business days from the date of acknowledgement for standard complaints, and within 30 business days for complex disputes involving third-party verification.

Escalation: If you are not satisfied with the resolution provided, you may escalate your complaint to the National Consumer Helpline (NCH) at 1800-11-4000 or the Consumer Forum in your jurisdiction.