Grievance Redressal

At AVITAMO SOLUTIONS PRIVATE LIMITED, we take customer satisfaction seriously. If you have any complaint, concern, or grievance relating to products purchased on avitamo.in, our services, or your experience with our Website, we encourage you to reach out to us using the process described below.

1. Grievance Officer

In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to address your complaints and concerns:

2. How to File a Complaint

You may file a complaint through any of the following channels:

3. What to Include in Your Complaint

To help us resolve your issue as quickly as possible, please include the following information:

• Your full name and email address (same as used during order placement)
• Order number (e.g., AV-XXXX)
• A clear and detailed description of the issue or complaint
• Relevant photographs or screenshots, if applicable (especially for damaged or incorrect products)
• The resolution you are seeking (refund, replacement, or other)

4. Resolution Timeline

We are committed to resolving all grievances in a fair and timely manner:

• Acknowledgement: Within 24 hours of receiving your complaint (during business days).
• Investigation & Resolution: Within 15 days from the date of acknowledgement. If the matter requires additional time, we will communicate the reason and revised timeline to you.
• Final Response: A written response will be sent to your registered email address with the outcome and any action taken.

5. Escalation Process

If you are not satisfied with the resolution provided by our customer support team:

1. Level 1 – Customer Support: Reach out to info@avitamo.in for initial assistance with your query or complaint.
2. Level 2 – Grievance Officer: If the response from customer support is not satisfactory, escalate your complaint to the Grievance Officer at grievance@avitamo.in or +91 95023 70743.
3. Level 3 – External Remedies: If the Grievance Officer's resolution does not address your concern, you may approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019, or file a complaint on the National Consumer Helpline portal at consumerhelpline.gov.in.

6. Types of Grievances We Address

The following types of complaints and concerns can be raised through our Grievance Redressal mechanism:

• Product quality issues (damaged, defective, or incorrect items)
• Delivery-related issues (delays, non-delivery, wrong address delivery)
• Refund and cancellation concerns
• Payment and billing disputes
• Website functionality or technical issues
• Privacy and data protection concerns
• Any other matter relating to your experience on avitamo.in

7. Our Commitment

We are committed to:

• Treating all complaints with fairness, impartiality, and confidentiality
• Keeping you informed at every stage of the resolution process
• Taking corrective action where necessary to prevent recurrence of issues
• Complying with all applicable laws, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and the IT (Intermediary Guidelines) Rules, 2021

8. Governing Law & Jurisdiction

All disputes and grievances shall be governed by the laws of India. Any legal proceedings arising out of or in connection with grievances shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka, India.