In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, Originz Corporation Private Limited has appointed a dedicated Grievance Officer to address concerns raised by users, customers, and data principals.
Grievance Officer
1. Scope of Grievance Redressal
The Grievance Officer is responsible for receiving and addressing complaints related to, but not limited to:
- Order processing, delivery, or fulfilment issues that remain unresolved through standard customer support channels
- Refund, return, or cancellation disputes
- Misuse of the website or any content uploaded that is unlawful, harmful, or violates third-party rights
- Privacy concerns related to the collection, use, storage, or disclosure of personal data
- Requests under the DPDP Act, 2023 (access, correction, erasure of personal data, withdrawal of consent)
- Concerns regarding deceptive practices, misleading advertisements, or unfair trade practices
- Any other grievance arising out of the use of www.originz.store
2. How to File a Grievance
- Send a detailed email to grievance@originz.store with the subject line beginning with "GRIEVANCE –" followed by a brief description.
- Include the following information in your email:
- Your full name and contact details (email and phone)
- Order number (if applicable)
- Detailed description of the grievance with relevant dates
- Supporting documents, screenshots, or evidence (if any)
- Outcome you are seeking (refund, replacement, data deletion, etc.)
- Alternatively, you may write to the Grievance Officer at the registered office address mentioned above.
3. Resolution Timelines
| Stage | Timeline | Details |
|---|---|---|
| Acknowledgement | Within 24–48 hours | Confirmation of receipt with a unique grievance reference number |
| Investigation | Within 7–15 days | Review of the complaint, internal coordination, evidence assessment |
| Final Resolution | Within 30 days | Closure of the grievance with a written resolution communicated to you |
| DPDP Data Requests | Within 30 days | Action on requests for access, correction, or erasure of personal data |
Resolution may take longer in cases requiring third-party coordination (such as courier disputes, payment gateway investigations, or legal review). In such cases, we will keep you informed of progress and the expected revised timeline.
4. Escalation
If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate the matter to the appropriate authorities:
- National Consumer Helpline: 1800-11-4000 / 1915 · consumerhelpline.gov.in
- Consumer Court: The District Consumer Disputes Redressal Commission having jurisdiction over Indore, Madhya Pradesh, or your place of residence (as per the Consumer Protection Act, 2019).
- DPDP Act Concerns: The Data Protection Board of India, once constituted under the Digital Personal Data Protection Act, 2023.
- IT Act / Cybercrime: The National Cyber Crime Reporting Portal at cybercrime.gov.in.
5. Confidentiality
All grievances received are handled with strict confidentiality. Information shared as part of a grievance will be used solely for the purpose of investigation and resolution, and will not be disclosed to third parties except as required by law or to deliver the requested outcome.
6. Records and Reporting
We maintain records of all grievances received and the actions taken in their resolution, in compliance with applicable laws. Anonymised summaries may be used internally to improve our products, services, and processes.
7. Important Notes
- This grievance redressal mechanism is in addition to, and does not replace, your rights under applicable consumer-protection laws.
- For day-to-day order, shipping, or product queries, please first reach out to info@originz.store or via the Contact page. Most issues are resolved at this level within 24–48 hours.
- The Grievance Officer is the appropriate point of contact only when standard support has not resolved your issue, or when your concern relates specifically to legal, privacy, or compliance matters.
8. Updates
This Grievance Redressal Policy may be updated from time to time to reflect changes in applicable law or our internal procedures. The latest version will always be available on this page.