Grievance Redressal Policy

Effective Date: 5 August 2026
Last Updated: 5 August 2026

This Grievance Redressal Policy explains how customers may submit complaints concerning purchases, products, payments, deliveries, refunds, website services or customer-support interactions involving Soul Touch Jewellery.

Soul Touch Jewellery is a sole proprietorship owned and operated by Nazia Khan, with its principal place of business at:

Soul Touch Jewellery
House No. 68, Alhasnath Colony
Toli Chowki, Hyderabad
Telangana – 500008, India

Website: soultouchjewellery.com
Customer-care email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041
Customer-support hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST, excluding public holidays.

The grievance-officer identity, contact details and escalation structure in this Policy are based on the information provided by Soul Touch Jewellery.

The Consumer Protection (E-Commerce) Rules, 2020 require an e-commerce entity to establish an adequate grievance-redressal mechanism, appoint and display the details of a grievance officer, acknowledge consumer complaints within 48 hours and redress them within one month from receipt.

Plain-language summary

Customers should first contact Soul Touch Jewellery Customer Support through email or WhatsApp.

If the issue is not resolved satisfactorily, the customer may escalate it to:

Nazia Khan
Founder and Grievance Officer

We will:

  • Acknowledge receipt of a grievance within 48 hours;
  • Assign a complaint reference number;
  • Review the information and supporting evidence;
  • Provide updates where further investigation is required; and
  • Endeavour to resolve the grievance within one month from receipt.

Customers remain free to use external remedies available under applicable Indian law. Using this internal process is not intended to remove or restrict any statutory consumer right.

This summary is provided for convenience. The complete Policy below will apply.

1. Purpose of this Policy

The purpose of this Policy is to provide customers with a clear, accessible and fair process for:

  • Submitting a complaint;
  • Receiving acknowledgement of the complaint;
  • Providing relevant evidence;
  • Tracking the complaint;
  • Escalating an unresolved concern;
  • Receiving a reasoned response; and
  • Seeking an appropriate remedy where the complaint is found to be valid.

This Policy is intended to support the timely and amicable resolution of customer concerns.

2. Scope of grievances

A customer may submit a grievance concerning matters including:

  • Order confirmation;
  • Payment failure or duplicate payment;
  • Cash on Delivery advance;
  • Incorrect pricing or charges;
  • Product availability;
  • Order cancellation;
  • Shipping or delivery delay;
  • Lost or returned-to-origin parcels;
  • Parcels marked delivered but not received;
  • Tampered or damaged parcels;
  • Wrong, missing or defective products;
  • Product-description concerns;
  • Material, plating or warranty claims;
  • Return or exchange requests;
  • Refund delays;
  • Store credit or gift-card concerns;
  • Customer-account access;
  • Promotional offers;
  • Website functionality;
  • Privacy or personal-information concerns;
  • Customer-support conduct; or
  • Any other concern relating to a purchase or interaction with Soul Touch Jewellery.

Certain grievances may also be governed by a more specific policy, including the:

  • Cancellation Policy;
  • Shipping Policy;
  • Return, Exchange & Refund Policy;
  • Product Disclaimer;
  • Privacy Policy; or
  • Terms & Conditions.

3. Grievance Officer

Soul Touch Jewellery has designated the following person to receive and address escalated consumer grievances:

Name: Nazia Khan
Designation: Founder and Grievance Officer
Business: Soul Touch Jewellery

Email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041

Postal address:
House No. 68, Alhasnath Colony
Toli Chowki, Hyderabad
Telangana – 500008, India

The Grievance Officer is responsible for:

  • Supervising the grievance-redressal process;
  • Reviewing escalated complaints;
  • Coordinating with payment, courier and service providers;
  • Ensuring that customers receive appropriate responses;
  • Maintaining grievance records;
  • Identifying recurring problems; and
  • Supporting compliance with applicable consumer-protection requirements.

4. First level: Customer Support

Customers should ordinarily raise their concern with Customer Support before escalating it to the Grievance Officer.

Customer Support may be contacted through:

Email: care@soultouchjewellery.com
WhatsApp: +91 63097 93041
Phone: +91 63097 93041

Working hours:
Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST, excluding public holidays.

Customer Support may resolve routine concerns involving:

  • Order status;
  • Tracking information;
  • Address clarification before dispatch;
  • Payment confirmation;
  • Product information;
  • Return-request procedure;
  • Warranty documentation;
  • Refund status; or
  • Courier coordination.

Where the concern cannot be resolved at the first level, it may be escalated to the Grievance Officer.

5. How to submit a grievance

A grievance should preferably be submitted by email to:

care@soultouchjewellery.com

The email subject line should be:

Grievance – Order Number – Nature of Complaint

Example:

Grievance – STJ12345 – Refund Not Received

A customer may also submit a grievance through WhatsApp or by post.

A telephone conversation may assist with clarification, but customers are encouraged to provide the complaint in writing so that the issue and requested remedy can be properly recorded.

6. Information to include

To help us investigate efficiently, the grievance should include:

  • Customer’s full name;
  • Order number, where applicable;
  • Registered email address;
  • Registered phone number;
  • Delivery address, where relevant;
  • Product name or SKU;
  • Date of order;
  • Date of delivery, where applicable;
  • Clear description of the complaint;
  • Previous communications with Customer Support;
  • Remedy requested by the customer; and
  • Relevant photographs, videos, receipts, screenshots or documents.

Customers should not submit:

  • Card PINs;
  • UPI PINs;
  • Passwords;
  • One-time passwords;
  • CVV numbers;
  • Complete card numbers; or
  • Unnecessary sensitive personal information.

Soul Touch Jewellery will never require a customer to share an OTP, payment password, card PIN or UPI PIN to process a grievance or refund.

7. Supporting evidence

Depending on the nature of the grievance, supporting information may include:

  • Order confirmation;
  • Payment receipt;
  • Bank or UPI transaction reference;
  • Courier tracking screenshot;
  • Photograph of the shipping label;
  • Photographs of the outer packaging;
  • Parcel-opening video;
  • Product photographs or videos;
  • Courier communication;
  • Refund reference number;
  • Previous emails or WhatsApp messages;
  • Warranty claim information; or
  • Any other relevant evidence.

A parcel-opening video is useful supporting evidence for complaints involving tampering, missing products, incorrect products or transit damage.

The absence of a parcel-opening video will not, by itself, automatically invalidate a genuine complaint. Other reasonable evidence may also be considered.

8. Complaint reference number

After a grievance is received, Soul Touch Jewellery will assign or communicate a unique complaint or grievance reference number.

The customer should quote this reference number in all subsequent communications.

The reference number may be communicated through:

  • Email;
  • WhatsApp;
  • SMS; or
  • Another available written channel.

Where a customer has not received a reference number within 48 hours, the customer may resend the complaint with the subject:

Follow-up: Grievance Acknowledgement Pending

9. Acknowledgement timeline

Soul Touch Jewellery will acknowledge receipt of a consumer grievance within:

48 hours from the time the grievance is received.

The acknowledgement will ordinarily include:

  • Complaint reference number;
  • Date of receipt;
  • Brief description of the issue;
  • Name or role of the person reviewing the complaint;
  • Any immediate information required from the customer; and
  • Expected next step.

An acknowledgement confirms that the grievance has been received. It does not mean that the complaint or requested remedy has already been approved.

10. Resolution timeline

Soul Touch Jewellery will endeavour to investigate and redress the grievance within:

One month from the date of receipt.

Where the matter can be resolved sooner, we will not wait until the end of the one-month period.

Certain matters may require coordination with:

  • Courier partners;
  • Payment gateways;
  • Banks;
  • UPI providers;
  • Technology providers;
  • Suppliers;
  • Warehousing or fulfilment providers; or
  • Other service providers.

Where third-party information is required, Soul Touch Jewellery will continue to coordinate the investigation and communicate material developments to the customer.

Any exceptional difficulty or third-party delay will not be treated as removing the customer’s rights or reducing any timeline required under applicable law.

11. Meaning of resolution

Depending on the nature and validity of the grievance, a resolution may include:

  • Explanation or clarification;
  • Correction of order or account information;
  • Payment reconciliation;
  • Courier escalation;
  • Redelivery;
  • Replacement;
  • Return approval;
  • Refund;
  • Store credit, where voluntarily accepted;
  • Warranty remedy;
  • Correction of website information;
  • Withdrawal of an incorrect charge;
  • Apology;
  • Internal process correction; or
  • Rejection of the complaint with written reasons.

The particular remedy will depend on:

  • The nature of the complaint;
  • Available evidence;
  • Applicable website policy;
  • Product condition;
  • Courier or payment records;
  • Stock availability; and
  • Applicable law.

12. Status updates

Where a grievance cannot be resolved immediately, Soul Touch Jewellery may provide status updates containing:

  • Current investigation status;
  • Information received from a courier or payment provider;
  • Additional information required from the customer;
  • Action already taken;
  • Expected next step; and
  • Revised internal follow-up date.

Customers may request an update by replying to the existing complaint communication and quoting the grievance reference number.

Customers should avoid opening multiple complaint threads concerning the same issue, as this may delay consolidation and investigation.

13. Customer cooperation

Customers are expected to cooperate reasonably with the investigation by:

  • Providing accurate information;
  • Responding to clarification requests;
  • Sharing available evidence;
  • Preserving the product and packaging;
  • Not altering or repairing the disputed product;
  • Returning an approved product where necessary;
  • Providing correct refund details for COD refunds; and
  • Communicating respectfully.

Failure to provide essential information may prevent or delay investigation.

However, Soul Touch Jewellery will not request information that is unrelated or disproportionate to the grievance.

14. Payment-related grievances

For a payment grievance, the customer should provide:

  • Order number, where generated;
  • Amount debited;
  • Date and approximate time of payment;
  • Payment method;
  • Transaction or UTR reference;
  • Screenshot showing the transaction status; and
  • Last four digits of the card, where relevant.

Customers must not provide the complete card number, CVV, password, OTP or PIN.

Payment grievances may require verification with Razorpay, the customer’s bank, card issuer or UPI service provider.

Where Soul Touch Jewellery confirms receipt of a duplicate or unmatched payment, the applicable refund will be processed within a reasonable period.

15. Delivery-related grievances

For a delivery complaint, the customer should provide:

  • Order number;
  • Tracking number;
  • Complete delivery address;
  • Registered phone number;
  • Courier status;
  • Date of the disputed delivery event;
  • Screenshots of tracking;
  • Photographs of a damaged or tampered package; and
  • Relevant courier communication.

Where a parcel is marked delivered but has not been received, the customer should first check with:

  • Household members;
  • Building security;
  • Reception;
  • Authorised neighbours; and
  • Any person who may have received the parcel.

The customer should report a delivery dispute promptly so that courier records can be investigated.

16. Product-related grievances

For a product complaint, the customer should provide:

  • Product name;
  • Order number;
  • Description of the issue;
  • Date the issue was first noticed;
  • Clear photographs;
  • Video, where relevant;
  • Packaging photographs;
  • Product-care information, where relevant; and
  • Requested remedy.

Claims involving wrong, damaged, defective or materially misdescribed products will be assessed in accordance with the Return, Exchange & Refund Policy and Product Disclaimer.

Warranty-related complaints will be assessed under the six-month limited warranty terms.

17. Refund-related grievances

Where an approved refund has not been received, the customer should provide:

  • Order number;
  • Refund approval communication;
  • Refund amount;
  • Date refund was initiated;
  • Refund reference number, where supplied;
  • Original payment method; and
  • Relevant account statement or screenshot.

After a refund has been initiated, the time required for credit may depend on the bank, card network, payment gateway or UPI provider.

Soul Touch Jewellery will provide available refund-reference information and reasonably assist the customer in tracing an approved refund.

18. Privacy-related grievances

A customer may use this grievance process to raise concerns about:

  • Personal-information collection;
  • Incorrect personal information;
  • Unwanted promotional communication;
  • Account security;
  • Suspected unauthorised disclosure;
  • Correction or deletion requests;
  • Withdrawal of marketing consent; or
  • Cookie or tracking concerns.

Privacy requests should be sent to:

care@soultouchjewellery.com

The subject line should state:

Privacy Request – Nature of Request

Privacy grievances will also be governed by the Privacy Policy and applicable data-protection law.

19. Escalation to the Grievance Officer

A customer may escalate a complaint where:

  • Customer Support has not responded;
  • The complaint remains unresolved;
  • The customer disagrees with the initial response;
  • An approved remedy has not been implemented;
  • The complaint concerns serious misconduct;
  • The complaint concerns repeated service failure; or
  • The customer reasonably believes direct Grievance Officer review is required.

The escalation should be sent to:

Nazia Khan
Founder and Grievance Officer
Email: care@soultouchjewellery.com

The subject line should state:

Escalation to Grievance Officer – Complaint Reference Number

The escalation should explain:

  • Why the original response is considered insufficient;
  • Any material fact that was overlooked;
  • Previous complaint reference number;
  • Requested resolution; and
  • Any new evidence.

20. Review of an escalated grievance

The Grievance Officer may:

  • Review previous communications;
  • Examine order and payment records;
  • Review photographs and videos;
  • Coordinate with the courier;
  • Coordinate with the payment gateway;
  • Request further information;
  • Reconsider the initial decision;
  • Confirm the original decision;
  • Approve a revised remedy; or
  • Refer the matter for legal or specialist review.

The customer will receive a reasoned response explaining the outcome.

Where a complaint is rejected, the response should identify the principal reason for rejection and the relevant policy provision, wherever reasonably possible.

21. Closure of grievance

A grievance may be treated as closed where:

  • The requested remedy has been provided;
  • The customer accepts the proposed resolution;
  • A refund or replacement has been completed;
  • A reasoned final response has been issued;
  • The complaint is withdrawn;
  • Essential information remains unavailable despite reasonable reminders; or
  • The complaint is found to be fraudulent, abusive or unrelated to Soul Touch Jewellery.

Where appropriate, the closure communication will state:

  • Resolution provided;
  • Date of closure;
  • Relevant refund or shipment reference;
  • Outstanding customer action, if any; and
  • Available escalation options.

A customer’s silence after a final response does not remove any legal right that may otherwise be available.

22. Reopening a grievance

A closed grievance may be reopened where:

  • The agreed remedy was not implemented;
  • New material evidence becomes available;
  • A replacement has the same verified issue;
  • A refund fails or is reversed;
  • A courier investigation produces new information; or
  • The original resolution was based on materially incorrect information.

The customer should quote the original grievance reference number and explain the new development.

Repeated submission of the same information without a new fact or issue may not result in reopening.

23. Fair and respectful treatment

Soul Touch Jewellery aims to treat customers fairly, respectfully and without discrimination.

A customer will not be denied genuine grievance consideration merely because the customer:

  • Raised a previous complaint;
  • Submitted a negative but honest review;
  • Contacted an external consumer body;
  • Requested a lawful refund;
  • Questioned a product claim; or
  • Exercised a statutory right.

Soul Touch Jewellery also expects customers to communicate without:

  • Threats;
  • Harassment;
  • Discriminatory abuse;
  • Obscene language;
  • Intentional misinformation; or
  • Repeated contact intended only to disrupt operations.

Where communication becomes abusive, Soul Touch Jewellery may require future communication to take place only in writing. The underlying genuine complaint will still be reviewed.

24. Fraudulent or abusive complaints

Soul Touch Jewellery may investigate complaints involving suspected:

  • Product substitution;
  • Fabricated damage;
  • Altered photographs or videos;
  • False non-delivery claims;
  • Duplicate refund requests;
  • Chargeback abuse;
  • Intentional COD refusal;
  • False identity or address information;
  • Deliberate damage to a product;
  • Threats intended to obtain an unjustified benefit; or
  • Other fraudulent conduct.

Where reasonable evidence of fraud or abuse exists, Soul Touch Jewellery may:

  • Reject the claim;
  • Restrict Cash on Delivery;
  • Suspend a customer account;
  • Cancel pending orders;
  • Preserve relevant evidence;
  • Report suspected unlawful conduct; or
  • Take other lawful action.

This provision will not be used to reject a genuine complaint merely because it is inconvenient or commercially unfavourable to Soul Touch Jewellery.

25. Confidentiality and personal information

Information submitted as part of a grievance will be used for purposes including:

  • Verifying identity and order details;
  • Investigating the complaint;
  • Communicating with the customer;
  • Coordinating with service providers;
  • Processing refunds or replacements;
  • Preventing fraud;
  • Meeting legal obligations; and
  • Maintaining grievance records.

Information may be shared, where reasonably necessary, with:

  • Payment gateways;
  • Banks or payment providers;
  • Courier partners;
  • Hosting or technology providers;
  • Professional advisers;
  • Government bodies; or
  • Other persons authorised or required by law.

Personal information will be handled in accordance with the Privacy Policy and applicable law.

26. Record keeping

Soul Touch Jewellery may retain records relating to grievances, including:

  • Complaint reference number;
  • Customer contact information;
  • Order details;
  • Complaint category;
  • Evidence submitted;
  • Communications;
  • Investigation notes;
  • Resolution;
  • Refund or replacement reference; and
  • Closure date.

Records may be retained for as long as reasonably necessary for:

  • Customer service;
  • Warranty administration;
  • Accounting;
  • Fraud prevention;
  • Dispute resolution;
  • Legal compliance; and
  • Establishing or defending legal claims.

27. Internal quality improvement

Soul Touch Jewellery may analyse grievance records to identify:

  • Recurring product issues;
  • Packaging failures;
  • Courier delays;
  • Payment problems;
  • Website errors;
  • Misleading or unclear product information;
  • Customer-support delays;
  • Refund-processing problems; and
  • Areas requiring policy or operational improvement.

Where appropriate, corrective action may include:

  • Updating product information;
  • Changing packaging;
  • Reviewing a courier partner;
  • Improving quality checks;
  • Training customer-support personnel;
  • Modifying website instructions; or
  • Improving the grievance-tracking process.

28. External consumer remedies

A customer who remains dissatisfied may seek assistance through the National Consumer Helpline, a Department of Consumer Affairs pre-litigation grievance channel. The official service currently accepts grievances through its portal, apps, WhatsApp and the toll-free numbers 1915 and 1800-11-4000.

A consumer may also pursue an eligible complaint before the appropriate Consumer Commission, including through the Government’s e-Jagriti platform.

Use of Soul Touch Jewellery’s internal grievance process:

  • Is intended to encourage an early and amicable resolution;
  • Is not a mandatory waiver of external remedies;
  • Does not prevent the customer from contacting an appropriate authority;
  • Does not constitute arbitration; and
  • Does not limit a statutory right or legal remedy.

29. No restriction of consumer rights

Nothing in this Policy is intended to:

  • Exclude liability that cannot lawfully be excluded;
  • Prevent a customer from approaching a Consumer Commission;
  • Prevent a customer from contacting the National Consumer Helpline;
  • Permit an unfair trade practice;
  • Remove remedies for defective or misdescribed products;
  • Prevent a complaint to a regulator or government body; or
  • Impose an unlawful limitation on consumer rights.

Where any provision conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.

30. Relationship with website policies

This Policy should be read together with the:

  • Return, Exchange & Refund Policy;
  • Cancellation Policy;
  • Shipping Policy;
  • Product Disclaimer;
  • Privacy Policy; and
  • Terms & Conditions.

The grievance process does not itself create an additional return, cancellation or warranty right beyond those policies and applicable law.

However, the Grievance Officer may review whether a policy has been applied correctly and whether another remedy is required.

31. Changes to this Policy

Soul Touch Jewellery may update this Policy to reflect:

  • Changes in applicable law;
  • Changes in contact details;
  • Appointment of a different Grievance Officer;
  • Changes in internal complaint systems;
  • Changes in business operations; or
  • Improvements to customer service.

The latest revision date will be displayed at the beginning of this Policy.

A change will not ordinarily reduce a remedy already approved for a complaint received before the change.

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