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Grievance Redressal Policy

Effective Date: June 22, 2026
Last Reviewed: June 22, 2026

This Grievance Redressal Policy ("Policy") sets out the mechanism through which consumers and users of beautygarage.com ("Platform") may raise complaints, grievances, and disputes with Beauty Garage Limited ("we", "us", "our"), and the manner in which we commit to addressing them. This Policy has been prepared in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.

Objective

We are committed to providing a fair, transparent, and timely mechanism for the resolution of all complaints and grievances raised by consumers who interact with us through the Platform. This Policy is designed to ensure that every grievance is acknowledged promptly, investigated fairly, and resolved within a defined timeframe, in accordance with applicable Indian law.

What Constitutes a Grievance

You may raise a grievance under this Policy in relation to any of the following:

  • Orders and products: issues relating to order placement, non-delivery, delayed delivery, damaged or defective products, incorrect products received, or cancellations and refunds not processed as per our policies.
  • Payments: unauthorised charges, payment failures, refunds not credited, or discrepancies in invoices.
  • Account and platform access: difficulty registering, logging in, or accessing your account; unauthorised access to your account; or technical issues on the Platform.
  • Marketing communications: receiving promotional communications after opting out, or concerns about the content of marketing messages.
  • Personal data and privacy: concerns about how your personal data has been collected, used, shared, or stored, including requests to access, correct, or delete your data under the Digital Personal Data Protection Act, 2023.
  • Content on the Platform: inaccurate product descriptions, misleading claims, or other content-related concerns.
  • Customer service conduct: concerns about the manner in which our customer support team handled your query or complaint.
  • Any other concern: any other matter arising from your interaction with the Platform or our products and services.

Tier 1: Customer Support

We encourage you to first raise your concern with our customer support team, who are equipped to resolve the majority of queries and complaints quickly and efficiently.
Email: help@beautygarage.com
Phone: +91 9987217646 | Monday to Saturday, 10:30 AM – 7:00 PM IST
Response Time: We aim to acknowledge all queries within 24 hours and resolve standard complaints within 5 to 7 business days.

When contacting customer support, please provide your registered name and email address or mobile number, your order ID (if applicable), a clear description of the issue, and any supporting evidence such as photographs, videos, or screenshots. This will help us investigate and resolve your concern more quickly.

Tier 2: Grievance Officer

If your concern is not resolved to your satisfaction at Tier 1, or if it has not been responded to within the timeframes set out above, you may escalate your grievance to our Grievance Officer. The Grievance Officer has been appointed in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.
Name: Diksha Sharma
Designation: Legal Advisor, Beauty Garage Limited
Email: legal@beautygarage.com
Postal Address: Beauty Garage Limited, Ground Floor, 17, MIDC Industrial Area, Road No. 9, Behind Tunga Paradise Hotel, Andheri (E), Mumbai – 400093, Maharashtra, India
Working Hours: Monday to Friday, 10:30 AM – 7:00 PM IST (excluding public holidays)

Please mark your email to the Grievance Officer with the subject line “Grievance Escalation – [Your Order ID or Nature of Complaint]” and include your prior communication reference or ticket number from Tier 1 support, along with a summary of the unresolved issue.

Grievance Resolution Timelines

We are committed to the following timelines for grievance resolution:

  • Acknowledgement: all grievances received by the Grievance Officer will be acknowledged within 48 hours of receipt.
  • Standard resolution: grievances will ordinarily be resolved within 15 business days of acknowledgement.
  • Complex matters: where a grievance requires investigation, third-party input, or legal review, resolution may take up to 30 business days. You will be informed of the extended timeline and kept updated on progress.
  • Data rights requests: grievances or requests relating to personal data under the Digital Personal Data Protection Act, 2023 will be addressed within 30 days of receipt, as required under Rule 14 of the DPDP Rules, 2025.

We will communicate our resolution to you via your registered email address. If we require additional information from you during the course of our investigation, the resolution timeline will be extended by the number of days taken to receive your response.

How We Investigate Grievances

Upon receiving a grievance, the Grievance Officer or the customer support team will follow the process set out below:

  • Review: we will review the grievance, the relevant order or account history, and any supporting evidence provided by you.
  • Investigation: where necessary, we will liaise with the relevant internal teams (logistics, payments, technology, legal) or third-party partners (courier partners, payment gateways) to investigate the matter.
  • Communication: we will keep you informed of the status of your grievance and request any additional information if needed.
  • Resolution: we will communicate our decision and any remedial action (such as a refund, replacement, correction, or explanation) to you in writing via your registered email address.
  • Closure: a grievance is considered closed when a resolution has been communicated and either accepted by you or not disputed within 7 days of communication.

Grievances Relating to Personal Data

If your grievance relates to the collection, use, sharing, storage, or deletion of your personal data, it will be handled in accordance with our Privacy Policy and the Digital Personal Data Protection Act, 2023 and the DPDP Rules, 2025. You may exercise the following rights by writing to legal@beautygarage.com:

  • Right to access: request a summary of the personal data we hold about you.
  • Right to correction: request correction of inaccurate or incomplete personal data.
  • Right to erasure: request deletion of your personal data, subject to our legal retention obligations.
  • Right to withdraw consent: withdraw consent for marketing communications or other consent-based processing.
  • Right to nominate: nominate another individual to exercise your data rights in the event of your death or incapacity.

Please refer to our Privacy Policy at beautygarage.com/pages/privacy-policy for full details on how we handle personal data and how to exercise your rights.

Our Commitment to Fair Resolution

We are committed to treating every grievance with equal seriousness, regardless of the value of the transaction involved. Our Grievance Officer operates independently of the sales and marketing functions to ensure impartiality. All grievances are logged, tracked, and periodically reviewed to identify patterns and improve our products, services, and processes.

We do not charge any fee for raising a grievance. We will not take any adverse action against you for raising a genuine grievance in good faith.

Misuse of the Grievance Mechanism

We take all grievances seriously and expect users to engage with this mechanism in good faith. Repeated, frivolous, vexatious, or malicious complaints may be flagged and, in serious cases, may result in the suspension or termination of your account in accordance with our Terms and Conditions. We reserve the right to take appropriate legal action in cases of deliberate misuse.

Changes to This Policy

We may update this Policy from time to time to reflect changes in our operations, team structure, or applicable law. The updated version will be posted at beautygarage.com/pages/raise-a-complaint-get-support with a revised effective date. Your continued use of the Platform after any update constitutes acceptance of the revised Policy.

Governing Law and Jurisdiction

This Policy is governed by the laws of India. Any dispute arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.