1. Purpose
This policy fulfils the grievance redressal requirements under the Consumer Protection (E-Commerce) Rules, 2020 and supports data-related complaints under the Digital Personal Data Protection Act, 2023.
2. Grievance officer
Name: Dhvani Janveza
Designation: Manager
Email: support@pashin.in
Phone: +91 9967631115
Postal address: 11 V Mall, Thakur Complex, Kandivali East, Mumbai, Maharashtra 400101, India
Working hours: Monday to Saturday, 11:00 am to 6:00 pm IST
3. What you can complain about
- Website or consultation form issues
- Order, quotation or design approval disputes
- Payment, invoicing or refund delays
- Shipping, delivery or pickup problems
- Product quality concerns (manufacturing defects, wrong item)
- Privacy or data handling concerns
- Behaviour of Pashin staff or advisors
4. How to file a grievance
Send an email to support@pashin.in with:
- Your full name and contact number
- Order / invoice / payment reference (if applicable)
- Clear description of the issue
- Supporting documents (photos, screenshots, delivery proof)
- Preferred resolution
You may also write to the postal address above. WhatsApp messages to +91 9967631115 are accepted but email is preferred for tracking.
5. Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of complaint | Within 48 hours of receipt |
| Resolution or reasoned response | Within 30 days of receipt |
| Refund processing (if approved) | Within 7–10 business days after approval — see Refund Policy |
6. Escalation
If you are not satisfied with our response within 30 days, you may:
- Consumer disputes: File a complaint with the relevant District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
- Data protection: Approach the Data Protection Board of India under the DPDP Act, 2023, after exhausting our grievance process
- Payment disputes: Contact your bank or the payment gateway’s dispute resolution process in parallel where applicable
7. Records
We maintain records of grievances and resolutions for a minimum of 3 years for audit and regulatory compliance.