Grievance Redressal Policy

Effective Date: 6 August 2026 | Last Updated: 6 August 2026

Applies to direct purchases from purnavejewelz.com and other direct digital sales channels, unless stated otherwise.

1. Our Commitment

Purnave Jewelz is committed to a fair, accessible and time-bound process for handling consumer complaints relating to orders, products, payments, shipping, returns, refunds, privacy and use of the website.

2. Grievance Officer

3. How to Submit a Grievance

Send the complaint by email to grievance@purnavejewelz.com with the subject line “Grievance – [Order Number] – [Issue]”. To enable a prompt review, include:

• full name and contact details;
• order number, invoice number or transaction reference, if applicable;
• a clear description of the issue and the resolution requested;
• relevant dates and copies of prior communications; and
• supporting photographs, videos, payment records or delivery evidence, where relevant.

Customers should not send passwords, OTPs, complete card details, UPI PINs, CVVs or unnecessary identity documents.

4. Acknowledgement and Resolution

Purnave Jewelz aims to acknowledge a grievance within 48 hours of receipt and assign a reference or ticket number. Purnave Jewelz aims to resolve the grievance within 30 days, depending on the facts, complexity, third-party involvement and information available.

Where additional time or information is reasonably required, the customer will be informed. A complaint may be closed when a reasoned response has been provided, the requested information has not been supplied despite reasonable reminders, or the issue has otherwise been resolved.

5. Marketplace Orders

For orders placed through a third-party marketplace, the customer should also use the marketplace’s complaint channel. Purnave Jewelz will cooperate with the marketplace and the customer to the extent the relevant order information is available.

6. External Remedies

This process does not restrict any right available under applicable law. A consumer may approach the National Consumer Helpline through consumerhelpline.gov.in or telephone number 1915, or use any other lawful consumer-dispute mechanism.

7. Abuse of Process

Purnave Jewelz may decline abusive, threatening, fraudulent, repetitive or manifestly irrelevant communications, but will not reject a genuine grievance merely because the customer disagrees with an initial response.