🕊️ Grievance Redressal Policy

Effective Date: October 9, 2025
Last Updated: October 9, 2025

At Ortir India, we value the trust you place in us and strive to ensure transparency, fairness, and prompt resolution of any concerns you may have.

This Grievance Redressal Policy outlines the process for submitting and addressing complaints related to your interaction with Ortir India through our website
https://ortirindia.com.

We are committed to resolving all grievances quickly and efficiently in accordance with the Consumer Protection (E-Commerce) Rules, 2020,
the Consumer Protection Act, 2019, and the Information Technology Act, 2000.

1. Purpose

This policy ensures:

  • A transparent and time-bound process for resolving customer grievances.
  • Appointment of a dedicated Grievance Team for users to raise issues related to orders, returns, payments, privacy, or any aspect of our website.
  • Compliance with all applicable Indian e-commerce and IT laws.

2. Scope

This policy applies to all users, customers, and visitors of Ortir India, including those who:

  • Browse or shop through https://ortirindia.com
  • Communicate with us via email, phone, or forms
  • Use any of our digital services, including product inquiries and order-related transactions

3. Types of Grievances Covered

You may contact us for concerns relating to (but not limited to):

  • Product quality, defects, or incorrect item received
  • Shipping, delivery delays, or tracking issues
  • Payment disputes or refund-related delays
  • Misrepresentation or content errors on our website
  • Data privacy, misuse, or security concerns
  • Misconduct or non-cooperation by staff or delivery partners
  • Violation of consumer rights as defined under Indian law

4. Grievance Officer Details

In accordance with Rule 4(1)(a) of the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are as follows:

Grievance Officer: Ms. Ritu
Designation: Ortir India
Address: Innov8, 3rd Floor, Plot No. 211, Okhla Industrial Estate, Phase-III, New Delhi, India – 110020
Phone: +91 9582586132
Email: ortirindia@gmail.com
Working Hours: Monday to Saturday, 11:00 AM – 5:00 PM (IST)

5. How to Lodge a Complaint

You can submit your grievance via any of the following methods:

a. Email

Send your complaint to ortirindia@gmail.com with the following details:

  • Full name
  • Contact information (email and phone number)
  • Order ID (if applicable)
  • Detailed description of the issue
  • Any supporting evidence (screenshots, receipts, etc.)

b. Contact Form

Use the “Contact Us” or “Customer Support” section on
https://ortirindia.com to submit a message describing your issue.

6. Acknowledgment and Resolution Timeline

  • 1. Acknowledgment: Your grievance will be acknowledged within 48 working hours of receipt.
  • 2. Investigation: The Grievance Officer will review the issue, contact relevant departments, and gather facts.
  • 3. Resolution: A fair and reasoned resolution will be provided within 15 working days of receiving the complaint.
    In exceptional cases requiring longer investigation, you will be informed of the expected resolution timeline.

7. Escalation Process

If you are not satisfied with the resolution provided, you may escalate the matter by replying to the same thread with the subject line
“Escalation – Pending Grievance” 📩.

Your complaint will then be reviewed by the management team for further consideration.

8. Our Commitment

We assure that:

  • Every grievance is treated with courtesy, fairness, and confidentiality.
  • No user shall face discrimination or retaliation for raising a concern.
  • All grievance records are maintained for review and legal compliance.

9. Legal Compliance and Reference

This policy is compliant with:

  • The Consumer Protection (E-Commerce) Rules, 2020
  • The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
  • The Digital Personal Data Protection Act, 2023

10. Updates to This Policy

This policy may be updated periodically to reflect legal or operational changes.
The most recent version will always be available at:
https://ortirindia.com/grievance-redressal/

11. Contact

For any grievance or assistance, please contact:

Ortir India
📍 Delhi, India
📞 +91 9582586132
✉️ ortirindia@gmail.com
🌐 https://ortirindia.com