Grievance Redressal Mechanism
“Statutory grievance submission, time-bound investigation protocols, and direct executive escalation pursuant to Indian E-Commerce Rules, 2020.”
01. Statutory Framework & Mandate
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, framed under the Consumer Protection Act, 2019, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, ARVEN maintains a dedicated, time-bound Grievance Redressal Mechanism for all consumers and platform users.
We are committed to acknowledging every grievance ticket within forty-eight (48) hours of submission and providing a comprehensive redressive resolution within one (1) month from the date of receipt.
02. Designated Grievance Officer
Our designated Grievance Officer oversees statutory inquiries, unresolved consumer complaints, and escalated payment reconciliation matters:
Designation: Consumer Grievance Officer, ARVEN Maison de Parfum
Email Desk: arvenparfumerie@gmail.com
Telephone: +91 8141739695
Operating Hours: Monday through Saturday, 10:00 AM – 7:00 PM IST
03. Redressal Procedure & Timelines
Ticket Generation & Acknowledgment (Within 48 Hours)
Upon submitting the form below, our system automatically generates a unique Ticket Number (e.g. #GRV-2026-XXXX) transmitted to your email.
Atelier Investigation & Courier Audit
The Grievance Officer cross-references weight manifests, carrier scans, CCTV packaging logs, or Cashfree transaction ledgers.
Definitive Resolution (Within 30 Calendar Days)
A formal written resolution and corrective measure (replacement flacon, refund disbursement, or remediation) is communicated to the patron.
04. Submit Statutory Grievance Ticket
Please provide complete and accurate details below. Your submission will be recorded directly into our compliance ledger.
05. Escalation & National Consumer Helpline
While our atelier will exhaust every effort to resolve your dispute directly and amicably, consumers in India also retain the statutory right to approach the National Consumer Helpline (NCH) under the Ministry of Consumer Affairs via toll-free number 1915 or online via consumerhelpline.gov.in.