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Grievance Policy

Introduction

eSmartKart is committed to providing a seamless and satisfactory experience to all our customers, vendors, and delivery partners. This Grievance Redressal Policy outlines the mechanism for addressing any complaints or grievances related to our services, including but not limited to order issues, delivery delays, product quality, vendor disputes, or any other concerns arising from the use of our platform. This policy is in compliance with the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws in India.

The objective of this policy is to ensure timely, fair, and transparent resolution of grievances, thereby building trust and enhancing user satisfaction.

Scope

This policy applies to all users of eSmartKart, including customers, vendors, and delivery personnel. Grievances may include:

  • Issues with orders, payments, refunds, or cancellations.
  • Complaints about product quality, packaging, or authenticity.
  • Disputes related to delivery services, such as delays or damages.
  • Concerns regarding vendor or delivery partner behavior.
  • Any violations of our Terms & Conditions, Privacy Policy, or other platform policies.

This policy does not cover matters that are sub-judice or outside the purview of eSmartKart's operations.

Grievance Officer

We have appointed a dedicated Grievance Officer to handle all complaints efficiently. The details are as follows:

  • Name: Mr.Suraj K.
  • Designation: Grievance Officer
  • Email: info@esmartkart.in
  • Phone: +91 9420450350
  • Address: Office No. 1, Shri Sai Dham, Keshav Nagar, Mundhwa, Pune, Maharashtra 411036

The Grievance Officer is available during business hours (Monday to Saturday, 9:00 AM to 6:00 PM IST) and will ensure compliance with regulatory timelines.

How to File a Grievance

Users can file a grievance through any of the following channels:

  1. Email: Send a detailed email to info@esmartkart.in with the subject line "Grievance: [Brief Description]". Include your order ID (if applicable), contact details, description of the issue, and any supporting evidence (e.g., photos, screenshots).
  2. Phone: Call our helpline at +91 9420450350 and provide the necessary details. Our support team will log the complaint.
  3. App/Website: Use the "Help & Support" section in the customer app or website to submit a ticket.
  4. Post: Send a written complaint to our registered office address mentioned above.

When filing a grievance, please provide:

  • Your full name and contact information.
  • Date and details of the incident.
  • Supporting documents or evidence.
  • Desired resolution (e.g., refund, replacement).

Grievance Redressal Process

We follow a structured process to ensure prompt resolution:

Step Description Timeline
1. Acknowledgement Your grievance will be acknowledged via email or SMS with a unique reference number. Within 4 hours of receipt.
2. Preliminary Review The Grievance Officer or assigned team will review the complaint and gather necessary information from relevant parties (e.g., vendor, delivery partner). Within 1 working days.
3. Investigation A thorough investigation will be conducted, which may involve contacting you for additional details. Within 2 working days.
4. Resolution A final decision will be communicated to you, along with the resolution (e.g., refund processed, issue rectified). If the grievance is not upheld, reasons will be provided. Within 7 days from the date of receipt (as per regulatory requirements).
5. Closure The grievance will be marked as closed once resolved to your satisfaction or after providing a final response. Upon resolution.

If the resolution requires more time due to complexity, we will inform you of the extended timeline and reasons.

Escalation

If you are not satisfied with the resolution:

  • Escalate to our Nodal Officer:
  • You may also approach consumer forums or relevant authorities under the Consumer Protection Act, 2019, if the issue remains unresolved.

Monitoring and Improvement

eSmartKart regularly reviews grievances to identify patterns and improve our services. All records of grievances and resolutions are maintained for a minimum of 3 years.

Changes to the Policy

This policy may be updated from time to time. Any changes will be posted on our website, and users are encouraged to review it periodically.

For any queries, contact us at info@esmartkart.in.

Last Updated: December 31, 2025