APHRODITE NEFERTUM GRIEVANCE POLICY
Last Updated: June 2026
This Grievance Redressal Policy establishes the framework through which Aphrodite Nefertum addresses customer complaints, grievances, disputes, concerns, and feedback relating to products, services, orders, and Website usage.
This Policy is intended to promote transparency, fairness, accountability, and customer satisfaction while protecting the legitimate interests of the Company.
1. Business Information
Aphrodite Nefertum
Registered Office
1C, Shani Enclave, Nayagaon Bhondsi,Gurugram, Haryana – 122102, India
Corporate Office
206, Tower-A, Spaze i-Tech Park, Sector-49, Sohna Road,Gurugram – 122018, Haryana, India
URN
UDYAM-HR-05-0179395
2. Purpose
This Policy aims to:
- Address customer concerns efficiently.
- Provide a structured complaint process.
- Ensure fair resolution of disputes.
- Improve customer experience.
- Maintain compliance with applicable laws and regulations.
3. Scope
This Policy applies to complaints relating to:
Product Issues
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Damaged products
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Defective products
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Missing products
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Wrong product delivery Order Issues
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Delayed dispatch
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Delivery disputes
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Tracking concerns
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Order cancellations Website Issues
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Technical errors
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Checkout failures
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Account-related issues Service Issues
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Customer support concerns
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Communication issues
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Billing concerns Privacy Issues
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Data protection concerns
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Personal information requests
4. Grievance Officer
The Company appoints a Grievance Officer responsible for handling complaints and customer disputes.
Grievance Officer
Aphrodite Nefertum Grievance Officer
Email:grievance@aphrodite-nefertum.com
Customer Support Email:support@aphrodite-nefertum.com
Website:www.aphrodite-nefertum.com
(Replace email addresses before publication if different.)
5. How to Submit a Complaint
Customers may submit complaints through:
support@aphrodite-nefertum.com
or
grievance@aphrodite-nefertum.com
Website Contact Form
Available on the official Website.
Written Communication
Corporate Office:
206, Tower-A, Spaze i-Tech Park,Sector-49, Sohna Road,Gurugram – 122018,Haryana, India
6. Information Required
To facilitate investigation, customers should provide:
- Full Name
- Order Number
- Contact Information
- Date of Purchase
- Product Name
- Description of Issue
- Supporting Photographs
- Supporting Documents
- Unboxing Video (if applicable) Failure to provide adequate information may delay resolution.
7. Complaint Acknowledgment
Upon receipt of a complaint:
- Acknowledgment may be provided within 48 business hours.
- A reference number may be assigned.
- Additional information may be requested if necessary. Acknowledgment does not imply acceptance of the complaint.
8. Investigation Process
The Company may:
- Review order records
- Examine shipping records
- Evaluate photographs and videos
- Consult logistics providers
- Consult manufacturers or suppliers
- Request additional evidence The Company reserves the right to determine appropriate investigation procedures.
9. Resolution Timeline
The Company aims to resolve complaints within:
Standard Complaints
7–15 Business Days
Complex Complaints
15–30 Business Days
Actual timelines may vary depending on complexity.
10. Possible Resolution Outcomes
Depending on the circumstances, the Company may:
- Replace a product
- Issue a refund
- Provide store credit
- Offer technical assistance
- Reject unsupported claims
- Close complaints lacking sufficient evidence All decisions shall be made in accordance with applicable policies.
11. Product Damage Claims
For claims involving damaged products:
Customers must provide:
- Complete unboxing video
- Photographs of packaging
- Photographs of damaged product Claims submitted without reasonable evidence may be rejected.
12. Fraudulent Complaints
The Company reserves the right to reject complaints that:
- Contain false information
- Include manipulated evidence
- Involve abuse of company policies
- Are submitted in bad faith Fraudulent activity may result in account restrictions or legal action.
13. Customer Conduct
Customers are expected to communicate respectfully.
The Company reserves the right to terminate communications involving:
- Abusive language
- Threats
- Harassment
- Defamation
- Discriminatory conduct This does not limit legitimate customer rights under applicable law.
14. Escalation Process
If a customer is dissatisfied with an initial response:
Level 1
Customer Support Team
Level 2
Grievance Officer
Level 3
Management Review
Management decisions shall be considered final unless otherwise required by law.
15. Limitation of Liability
To the fullest extent permitted by law, Aphrodite Nefertum, its founder, employees, affiliates, consultants, agents, distributors, and service providers shall not be liable for:
- Indirect damages
- Consequential losses
- Loss of profits
- Loss of business opportunities
- Emotional distress claims
- Third-party actions arising from complaint-related matters.
16. Consumer Rights
Nothing in this Policy shall limit rights available to consumers under applicable Indian laws, including:
- Consumer Protection Act, 2019
- Consumer Protection (E-Commerce) Rules, 2020
- Information Technology Act, 2000
- Digital Personal Data Protection Act, 2023
17. Governing Law
This Policy shall be governed by the laws of India.
Any disputes shall be subject to the exclusive jurisdiction of courts located in:
Gurugram, Haryana, India
18. Policy Updates
The Company reserves the right to amend this Policy at any time without prior notice.
Updated versions shall become effective upon publication on the Website.
19. Contact Information
Customer Support
support@aphrodite-nefertum.com
Grievance Officer
grievance@aphrodite-nefertum.com
Registered Office
1C, Shani Enclave, Nayagaon Bhondsi,Gurugram, Haryana – 122102, India
Corporate Office
206, Tower-A, Spaze i-Tech Park, Sector-49, Sohna Road,Gurugram – 122018, Haryana, India
URN