Grievances

GRIEVANCE REDRESSAL POLICY

EFFECTIVE DATE: MARCH 11, 2026

OFFICIAL GRIEVANCES COMPLIANCE FOR: SELFIYA

FOUNDER: PINKY SHELSHIYA.

JURISDICTION: VELLORE, TAMIL NADU, INDIA.

1. THE GRIEVANCE REDRESSAL FRAMEWORK

SELFIYA is committed to resolving customer concerns with transparency and speed. We have established a dedicated Grievance Redressal Mechanism to handle issues across three specific categories:

Sales Grievances: Issues related to product quality, damaged Ayurvedic items, or delivery delays.
Service Grievances: Concerns regarding Personal Styling Consultations or advisory sessions.
Digital & Privacy Grievances: Issues related to the SELFIYA Android APK, data privacy, or website errors.

2. MANDATORY STATUTORY TIMELINES

In compliance with Indian E-commerce and DPDP regulations, SELFIYA adheres to the following strict timelines:

Acknowledgment: Every grievance will be acknowledged with a Unique Ticket Number within 48 hours of receipt.
Resolution: We endeavor to resolve all grievances within 15 business days. For complex digital or data-related issues, the maximum statutory limit is one month.

3. THE GRIEVANCE OFFICER (STATUTORY APPOINTMENT)

As required by the Consumer Protection (E-Commerce) Rules, 2020, SELFIYA has appointed a Grievance Officer to oversee all disputes.

Name of Officer: Pinky Shelshiya
Designation: Founder & Grievance Redressal Head
Address: Vellore, Tamil Nadu, India
Email: report@selfiya.com
WhatsApp & Phone: +91 - 9487225337

4. HOW TO FILE A GRIEVANCE

To ensure your complaint is tracked and prioritized, please follow this protocol:

Direct Contact: Email the Grievance Officer with the subject line: "OFFICIAL GRIEVANCE – [Your Order/Consultation ID]".
Required Details: You must include your full name, contact number, the nature of the grievance (Sale/Service/Digital), and supporting evidence (e.g., the mandatory unboxing video for physical products).
Tracking: Once filed, you will receive a Ticket Number. Please quote this number in all future communications.

5. ESCALATION MATRIX

If you are dissatisfied with the initial resolution provided by our support team:

Level 1: Standard Customer Support via WhatsApp.
Level 2: Official Grievance Filing (to the Grievance Officer).
Level 3: If the grievance remains unresolved after 30 days, the user may approach the relevant Consumer Forum or the Data Protection Board of India, specifically within the jurisdiction of Vellore, Tamil Nadu, India.

11. CONTACT US

For any questions or to resolve a complaint regarding the Site or App or Product or Service of Selfiya

please reach out to us:

Company: SELFIYA

Founder: Pinky Shelshiya

Location: Vellore, Tamil Nadu, India

Email: support@selfiya.com

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