Grievance Redressal & Contact Information Policy

Effective Date: 24-April-2026

Last Updated: 24-April-2026

At Gadgets Kabila (https://gadgetskabila.com/), operated by Gadgets Kabila (hereinafter referred to as "Gadgets Kabila," "we," "us," or "our"), we are committed to providing excellent customer service and resolving your concerns promptly and fairly. This Grievance Redressal & Contact Information Policy ("Policy") outlines how you can reach us, the process for filing complaints, and the mechanisms we have in place to address your grievances.

This Policy is established in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

By using our website, mobile applications, and related services (collectively, the "Platform"), you acknowledge that you have read and understood this Policy.

1. Company Information

1.1 Legal Entity Details

| Detail | Information | | ---------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- | | Company / Business Name | Gadgets Kabila | | Registered Entity Name | ⚠️ [UPDATE: Enter your registered legal entity name, e.g., "Gadgets Kabila Private Limited" or proprietor/partnership name] | | Type of Entity | ⚠️ [UPDATE: e.g., "Private Limited Company / LLP / Proprietorship / Partnership"] | | CIN / LLPIN / Registration No. | ⚠️ [UPDATE: Enter your Corporate Identification Number (CIN) for companies, LLPIN for LLPs, or other registration number] | | GSTIN | ⚠️ [UPDATE: Enter your GST Identification Number] | | PAN | ⚠️ [UPDATE: Enter your PAN (optional to display publicly)] | | Date of Incorporation | ⚠️ [UPDATE: Enter incorporation/registration date] |

1.2 Registered Office Address

⚠️ [UPDATE: Enter your complete registered office address]

[Company Name]
[Address Line 1]
[Address Line 2]
[City, State - PIN Code]
India

1.3 Principal Place of Business (if different)

⚠️ [UPDATE: Enter principal place of business if different from registered office, or state "Same as Registered Office"]

2. Contact Channels

We offer multiple channels for you to reach us. Choose the one most convenient for you:

2.1 Customer Support

| Channel | Details | Availability | | -------------------- | ------------------------------------------------ | ------------------------------------------------------ | | Email | ⚠️ [UPDATE: e.g., "support@gadgetskabila.com"] | 24/7 (responses within business hours) | | Phone / Helpline | ⚠️ [UPDATE: e.g., "+91 XXXXX XXXXX"] | ⚠️ [UPDATE: e.g., "Mon-Sat, 10:00 AM - 6:00 PM IST"] | | WhatsApp | ⚠️ [UPDATE: e.g., "+91 XXXXX XXXXX"] | ⚠️ [UPDATE: e.g., "Mon-Sat, 10:00 AM - 6:00 PM IST"] | | Live Chat | Available on website and app | ⚠️ [UPDATE: e.g., "Mon-Sat, 10:00 AM - 8:00 PM IST"] | | Contact Form | ⚠️ [UPDATE: e.g., "gadgetskabila.com/contact"] | 24/7 (responses within business hours) |

2.2 Self-Service Options

Before contacting us, you may find quick answers through:

Help Center / FAQ: ⚠️ [UPDATE: Enter Help Center URL, e.g., "gadgetskabila.com/help"]
Order Tracking: ⚠️ [UPDATE: Enter Order Tracking page URL]
My Account: Log in to view order history, initiate returns, track shipments, and manage preferences.

2.3 Social Media

You can also reach us on social media (for general inquiries; sensitive account issues should be handled via email/phone):

| Platform | Handle / URL | | --------------- | ----------------------------------------- | | Facebook | ⚠️ [UPDATE: Enter Facebook page URL] | | Instagram | ⚠️ [UPDATE: Enter Instagram handle URL] | | Twitter / X | ⚠️ [UPDATE: Enter Twitter/X handle URL] | | LinkedIn | ⚠️ [UPDATE: Enter LinkedIn page URL] | | YouTube | ⚠️ [UPDATE: Enter YouTube channel URL] |

Note: For order-specific or account-related issues, please contact us via email or phone to protect your personal information.

2.4 Postal Correspondence

For formal correspondence, legal notices, or document submissions:

Postal Address:

⚠️ [UPDATE: Enter postal address for correspondence]
[Company Name]
Attn: Customer Service / Grievance Officer
[Address Line 1]
[Address Line 2]
[City, State - PIN Code]
India

3. Customer Support Process

3.1 What We Can Help With

Our customer support team can assist you with:

Order Inquiries: Order status, tracking, delivery updates, order modifications.
Returns & Refunds: Initiating returns, refund status, exchange requests.
Product Information: Specifications, availability, compatibility questions.
Payment Issues: Failed transactions, duplicate charges, payment confirmation, invoice requests.
Account Issues: Login problems, password reset, profile updates, account security.
Technical Support: Website or app issues, checkout problems.
Complaints & Grievances: Product quality, service issues, escalations.
Feedback & Suggestions: Share your experience and suggestions for improvement.

3.2 Information to Provide

To help us assist you faster, please have the following information ready:

Order Number (for order-related queries)
Registered Email Address or Phone Number
Product Name / SKU (for product queries)
Description of the Issue
Supporting Documents (screenshots, photos, transaction IDs, etc.)

3.3 Response Times

We aim to respond to all inquiries within the following timeframes:

| Channel | First Response Time | | ------------ | -------------------------------------------------------------- | | Email | Within ⚠️ [UPDATE: e.g., "24-48 hours"] (business days) | | Phone | Immediate (during working hours) | | WhatsApp | Within ⚠️ [UPDATE: e.g., "2-4 hours"] (during working hours) | | Live Chat | Within ⚠️ [UPDATE: e.g., "5 minutes"] (during working hours) | | Contact Form | Within ⚠️ [UPDATE: e.g., "24-48 hours"] (business days) | | Social Media | Within ⚠️ [UPDATE: e.g., "24 hours"] (business days) | | Postal Mail | Within ⚠️ [UPDATE: e.g., "7-10 business days"] of receipt |

Note: Response times may be longer during peak periods (sales, festivals, holidays). Business days are Monday through Saturday, excluding national and regional public holidays.

4. Grievance Redressal Mechanism

4.1 What is a Grievance?

A grievance is a formal complaint regarding:

Product quality or defect issues.
Service failures (delayed delivery, wrong product, non-delivery).
Payment or refund disputes.
Violation of our policies by the company.
Privacy or data protection concerns.
Intellectual property complaints.
Any other matter where you feel wronged by our services.

4.2 How to File a Grievance

Step 1: Contact Customer Support

Before escalating to the Grievance Officer, please contact our customer support team to resolve your issue:

Email: ⚠️ [UPDATE: Enter support email]
Phone: ⚠️ [UPDATE: Enter support phone]

Our support team will attempt to resolve your issue within ⚠️ [UPDATE: e.g., "3-5 business days"].

Step 2: Escalate to Grievance Officer

If your issue is not resolved satisfactorily by customer support, or if you wish to file a formal grievance directly, you may escalate to our Grievance Officer.

4.3 Grievance Officer

In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to address your complaints:

| Detail | Information | | ----------------- | --------------------------------------------------------------------------------- | | Name | ⚠️ [UPDATE: Enter Grievance Officer's full name] | | Designation | ⚠️ [UPDATE: e.g., "Grievance Officer" or "Nodal Officer"] | | Email | ⚠️ [UPDATE: Enter grievance officer email, e.g., "grievance@gadgetskabila.com"] | | Phone | ⚠️ [UPDATE: Enter grievance officer phone number] | | Address | ⚠️ [UPDATE: Enter grievance officer / company address] | | Working Hours | ⚠️ [UPDATE: e.g., "Monday to Saturday, 10:00 AM to 6:00 PM IST"] |

4.4 Filing a Grievance with the Grievance Officer

To file a grievance, please send an email or letter to the Grievance Officer with the following details:

Your Full Name
Registered Email Address and Phone Number
Order Number(s) (if applicable)
Detailed Description of the Grievance
Date(s) of Incident / Issue
Previous Communication (ticket IDs, emails, call dates with customer support)
Relief / Resolution Sought
Supporting Documents (invoices, screenshots, photos, communication records)

Subject Line Format: Grievance - [Order Number] - [Brief Description]

4.5 Grievance Resolution Timeline

As per applicable laws:

| Stage | Timeline | | ------------------------------- | ----------------------------------------------------- | | Acknowledgment of Grievance | Within 48 hours of receipt | | Resolution of Grievance | Within 1 month (30 days) from the date of receipt |

If we require additional time to investigate, we will inform you of the reason and expected timeline.

4.6 Grievance Tracking

Upon filing a grievance, you will receive a Grievance Reference Number for tracking purposes.
You can follow up on your grievance status by contacting the Grievance Officer with your reference number.

5. Escalation Matrix

If your grievance is not resolved to your satisfaction at any level, you may escalate as follows:

Level 1: Customer Support

Contact: Customer Support Team
Email: ⚠️ [UPDATE: Enter support email]
Phone: ⚠️ [UPDATE: Enter support phone]
Resolution Time: ⚠️ [UPDATE: e.g., "3-5 business days"]

Level 2: Grievance Officer

Contact: Grievance Officer
Email: ⚠️ [UPDATE: Enter grievance officer email]
Phone: ⚠️ [UPDATE: Enter grievance officer phone]
Resolution Time: 30 days from acknowledgment

Level 3: Senior Management

If the Grievance Officer's resolution is unsatisfactory:

Contact: ⚠️ [UPDATE: e.g., "Operations Head / Customer Experience Director"]
Email: ⚠️ [UPDATE: Enter senior management email, e.g., "escalations@gadgetskabila.com"]
Resolution Time: ⚠️ [UPDATE: e.g., "15 business days"]

Level 4: External Remedies

If you are still not satisfied after exhausting internal escalation:

Consumer Forum / Consumer Dispute Redressal Commission (see Section 6)
Online Consumer Complaint Portal (see Section 6)
Legal Action (see Section 7)

6. External Grievance Redressal Options

If your grievance is not resolved through our internal mechanism, you have the following external options:

6.1 National Consumer Helpline (NCH)

Helpline Number: 1800-11-4000 or 1915 (Toll-Free)
Website: https://consumerhelpline.gov.in
Mobile App: NCH App (available on Android and iOS)
SMS: Send "HELP" to 8130009809

The National Consumer Helpline provides guidance and assists in resolving consumer grievances through mediation.

6.2 INGRAM Portal (Integrated Grievance Redressal Mechanism)

Website: https://consumerhelpline.gov.in/ingram
File complaints against e-commerce platforms for issues related to products and services.

6.3 Consumer Dispute Redressal Commissions

Under the Consumer Protection Act, 2019, you may file a complaint with:

| Forum | Pecuniary Jurisdiction | Where to File | | ----------------------------------------------------------- | -------------------------- | -------------------------------------------------------- | | District Consumer Disputes Redressal Commission | Up to ₹1 Crore | District where you reside or where the seller is located | | State Consumer Disputes Redressal Commission | ₹1 Crore to ₹10 Crore | State capital or designated location | | National Consumer Disputes Redressal Commission (NCDRC) | Above ₹10 Crore | New Delhi |

E-Filing Portal: https://edaakhil.nic.in
NCDRC Website: https://ncdrc.nic.in

6.4 Online Dispute Resolution (ODR)

For e-commerce disputes, you may also use:

ONDC Network Grievance Portal (if applicable): ⚠️ [UPDATE: If you are on ONDC network, provide relevant link]
RBI Ombudsman (for payment-related issues): https://cms.rbi.org.in

6.5 Data Protection Complaints

For privacy and data protection related grievances:

Data Protection Board of India (under DPDP Act, 2023): ⚠️ [UPDATE: Once the Board is operational, provide the website/contact information]

6.6 Other Regulatory Bodies

Depending on the nature of your complaint:

| Issue Type | Authority | Contact | | ------------------------- | --------------------------------------------- | ------------------------------------------------------ | | Misleading Advertisements | ASCI (Advertising Standards Council of India) | https://ascionline.in | | Cybercrime / Online Fraud | Cyber Crime Cell | https://cybercrime.gov.in | | Payment Issues | RBI Ombudsman | https://cms.rbi.org.in |

7. Legal Notices

7.1 Sending Legal Notices

If you need to send a legal notice to Gadgets Kabila, please send it to:

Legal Notice Address:

⚠️ [UPDATE: Enter legal notice address]
[Registered Entity Name]
Attn: Legal Department / Company Secretary
[Full Registered Office Address]
[City, State - PIN Code]
India

Email for Legal Correspondence: ⚠️ [UPDATE: Enter legal email, e.g., "legal@gadgetskabila.com"]

7.2 Service of Process

Legal notices, summons, or other legal documents may be served at the registered office address or via email (with follow-up physical copy).

7.3 Jurisdiction

Any legal proceedings arising out of or related to your use of the Platform or purchases made shall be subject to the exclusive jurisdiction of the courts in ⚠️ [UPDATE: Enter your city of jurisdiction, e.g., "Bengaluru, Karnataka"], India.

8. Compliance Officer (for IT Act Compliance)

In addition to the Grievance Officer, we have designated a Compliance Officer as required under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

| Detail | Information | | --------------- | ------------------------------------------------------------------------------------- | | Name | ⚠️ [UPDATE: Enter Compliance Officer's name (may be the same as Grievance Officer)] | | Designation | ⚠️ [UPDATE: e.g., "Nodal Contact Person / Compliance Officer"] | | Email | ⚠️ [UPDATE: Enter compliance officer email] | | Phone | ⚠️ [UPDATE: Enter compliance officer phone] |

The Compliance Officer is responsible for:

Coordinating with law enforcement agencies as required.
Ensuring compliance with orders or requisitions from government authorities.
Receiving and processing legal requests (court orders, government notices).

9. Feedback & Suggestions

We value your feedback! Your suggestions help us improve our products and services.

9.1 How to Share Feedback

Email: ⚠️ [UPDATE: Enter feedback email, e.g., "feedback@gadgetskabila.com"]
Feedback Form: ⚠️ [UPDATE: Enter feedback form URL]
Post-Purchase Survey: Sent via email after order delivery.

9.2 Product Reviews

Share your experience with products by writing a review on the product page. Your honest reviews help other customers make informed decisions.

9.3 NPS (Net Promoter Score) Survey

We may periodically send NPS surveys to gauge customer satisfaction. Your responses help us understand how we're doing.

10. Business & Partnership Inquiries

10.1 Business / Bulk Orders

For bulk orders, corporate gifting, or B2B inquiries:

Email: ⚠️ [UPDATE: Enter business email, e.g., "business@gadgetskabila.com"]
Phone: ⚠️ [UPDATE: Enter business phone]

10.2 Vendor / Supplier Inquiries

If you are a manufacturer, distributor, or supplier interested in partnering with us:

Email: ⚠️ [UPDATE: Enter vendor/supplier email, e.g., "vendors@gadgetskabila.com"]

10.3 Marketing & Partnerships

For marketing collaborations, brand partnerships, or sponsorship inquiries:

Email: ⚠️ [UPDATE: Enter partnerships email, e.g., "partnerships@gadgetskabila.com"]

10.4 Affiliate Program

If you are interested in our affiliate program:

Email: ⚠️ [UPDATE: Enter affiliate email, e.g., "affiliates@gadgetskabila.com"]
Affiliate Portal: ⚠️ [UPDATE: Enter affiliate portal URL or state "Coming Soon"]

10.5 Press & Media

For press releases, media inquiries, and interviews:

Email: ⚠️ [UPDATE: Enter press email, e.g., "press@gadgetskabila.com"]

10.6 Careers

To explore career opportunities at Gadgets Kabila:

Email: ⚠️ [UPDATE: Enter careers email, e.g., "careers@gadgetskabila.com"]
Careers Page: ⚠️ [UPDATE: Enter careers page URL]

11. Important Information for Consumers

11.1 Consumer Rights

Under the Consumer Protection Act, 2019, you have the following rights:

Right to Safety: Protection against products that are hazardous to life and property.
Right to Information: Access to information about the quality, quantity, potency, purity, standard, and price of goods or services.
Right to Choice: Access to a variety of products at competitive prices.
Right to be Heard: Your interests will receive due consideration in appropriate forums.
Right to Redressal: Redressal against unfair trade practices and exploitation.
Right to Consumer Education: Access to knowledge and skills for informed decision-making.

11.2 Our Commitment

Gadgets Kabila is committed to:

Providing accurate product information.
Ensuring transparent pricing (inclusive of all taxes).
Honoring legitimate complaints and providing fair resolutions.
Protecting your personal data and privacy.
Complying with all applicable consumer protection laws.

11.3 E-Commerce Compliance

As per the Consumer Protection (E-Commerce) Rules, 2020, we:

Display all mandatory information about products (including country of origin, manufacturer details, expiry date where applicable).
Provide our complete contact information and grievance redressal mechanism.
Do not manipulate product prices to profit from consumer transactions.
Do not impose cancellation charges unless specified upfront.
Ensure return/refund requests are processed within the stated timelines.

12. Changes to This Policy

We reserve the right to modify, amend, or update this Policy at any time at our sole discretion.
Updated versions will be posted on the Platform with a revised "Effective Date" and "Last Updated" date.
We will make reasonable efforts to notify you of material changes via email or Platform notifications.
Your continued use of the Platform after updates constitutes your acceptance of the changes.

13. Governing Law

This Policy is governed by and construed in accordance with the laws of India, including:

The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
The Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
The Digital Personal Data Protection (DPDP) Act, 2023.

Contact Us

For accessibility questions, feedback, or assistance:

Company Name: Gadgets Kabila
General Support Email: support@gadgetskabila.com
Phone: +91 8839978399
Address: Shop no.3, Bhramha Krishna Tower, SMR Palace, Neelbad. Bhopal. (M.P.) 462044, Madhya Pradesh, INDIA
Website: (https://gadgetskabila.com)
Support Hours: 24/7 Supports available.

This Statement was last updated on <b>25-April-2026</b>