Grievance Redressal

At Crafted Fabrics, we take customer satisfaction very seriously. In compliance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and the Digital Personal Data Protection (DPDP) Act, 2023, we have established a structured Grievance Redressal Mechanism to address customer concerns promptly and fairly.

1. Grievance Officer

2. How to File a Grievance

If you have a complaint, please follow these steps:

1. First Contact: Reach out to our customer support team at support@craftedfabrics.shop or +91 74006 49227 — most issues are resolved at this level within 24-48 hours
2. Escalation: If your issue is not resolved, email our Grievance Officer at grievance@craftedfabrics.shop
3. Include in Your Email:
   • Your full name and registered email/phone
   • Order number (if applicable)
   • Detailed description of the issue
   • Date of incident
   • Any relevant attachments (screenshots, photos)
   • Previous correspondence reference numbers (if any)

3. Resolution Timeline

4. Types of Grievances Handled

• Order-related issues (delays, missing items, incorrect deliveries)
• Product quality, damage, or defects
• Refund and return delays
• Payment-related disputes
• Privacy and data protection concerns under the DPDP Act 2023
• Issues with customer service
• Suspected unauthorised access to account
• Any other consumer protection-related concern

5. Escalation to External Authorities

If your grievance is not resolved to your satisfaction within 30 days, you may escalate to the following authorities:

National Consumer Helpline

• Helpline: 1915 (Toll Free)
• Website: consumerhelpline.gov.in

Data Protection Board of India (for DPDP Act concerns)

• Visit: meity.gov.in

Consumer Forums

• You may approach District / State Consumer Disputes Redressal Commissions as applicable
• For complaints of grievance officer non-responsiveness, you may write to the Ministry of Consumer Affairs

6. Best Practices While Filing a Grievance

• Be clear, factual, and concise in your description
• Attach supporting documents (screenshots, invoices, order confirmation emails)
• Keep a copy of all correspondence for your records
• Note down the ticket reference number we provide for follow-ups
• Stay courteous in your communication — it helps resolve issues faster

7. Our Commitment

We are committed to providing a fair, transparent, and timely grievance redressal experience. Every complaint is treated as feedback to help us improve. Repeated or unresolved issues are reviewed at the senior management level to identify systemic improvements.