Grievance Redressal

When writing to us, use the subject line "Grievance" and include the order number or account email/mobile number where relevant. Do not email passwords, card PINs or one-time codes.

• Your name and a reliable contact method.
• The relevant order, payment, seller, listing or account reference.
• A concise description of the issue and the resolution you are requesting.
• Supporting screenshots, photos, invoices or earlier support references where useful.

For consumer grievances covered by the Consumer Protection (E-Commerce) Rules, 2020, ADI will acknowledge receipt within 48 hours and redress the complaint within one month from receipt, as required by applicable law. Where another law requires a shorter period, the shorter applicable period will control.

Complex matters involving a courier, seller, payment provider, fraud investigation or statutory authority may require coordination with third parties, but ADI will keep the grievance process active and communicate material status updates where appropriate.

Privacy complaints and requests may also be submitted to the same email address. ADI will handle requests under the Digital Personal Data Protection Act, 2023 and applicable rules according to the provisions and commencement dates then in force.

For a complaint about a marketplace seller, include the seller name and listing or order reference. ADI may share the minimum information necessary with that seller to investigate and resolve the complaint. Marketplace sellers remain responsible for their own product, listing and statutory obligations.

This process does not prevent a consumer from approaching the National Consumer Helpline, a Consumer Disputes Redressal Commission, the Data Protection Board of India when its jurisdiction applies, or another regulator, court or authority with lawful jurisdiction.

ADI will not penalise a buyer merely for raising a genuine complaint or exercising a lawful consumer or privacy right. Fraudulent, abusive or deliberately false submissions may still be addressed under the Terms of Use and applicable law.