Grievance Redressal

AT Couture is committed to resolving every customer concern fairly, transparently, and within the timelines mandated by Indian law. This page sets out how to raise a grievance, how we acknowledge and resolve it, and how to escalate if you are not satisfied with our response. It complies with the requirements of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.

Our Grievance Officer

In accordance with the rules mentioned above, we have appointed a designated Grievance Officer who is responsible for receiving and resolving all grievances raised by users and customers of atcouture.com.

1. What Counts as a Grievance

A grievance may include, but is not limited to:

• Order, delivery, refund, or return concerns that remain unresolved after first-level customer care intervention.
• Issues regarding the collection, use, retention, sharing, or correction of your personal data.
• Concerns about content displayed on the Website (incorrect product information, misleading claims, infringement of intellectual property or other rights).
• Complaints relating to unauthorised charges, fraud, or unfair trade practices.
• Any issue arising under the IT Rules 2021 (such as content moderation, unlawful information, or violation of community standards) or the Consumer Protection Act, 2019.

2. How to File a Grievance

3. Resolution Timelines at a Glance

• Acknowledgement: within 24 hours of receipt.
• Substantive response and resolution: within 15 days of receipt for matters covered by the IT Rules 2021.
• Removal of unlawful information or content: within 36 hours of receipt of a valid complaint, where applicable under the IT Rules 2021.
• Refund-related grievances: investigation completed within 7 to 10 working days; refunds (where due) processed thereafter as per our Refund Policy.
• Data Principal rights requests (DPDP Act): handled within the statutory timeline once the rules under the DPDP Act are notified, and in any event without undue delay.

4. Information Required

To help us resolve your concern efficiently, please include the following in your grievance email:

• Your full legal name and registered contact details (email and phone number).
• Order number, invoice number, or transaction reference, where applicable.
• A concise description of the grievance, including dates, screenshots, photographs, and any prior correspondence with our customer care team.
• The outcome you are seeking (refund, replacement, data correction, content removal, etc.).
• For complaints related to third-party rights (e.g., intellectual property), a self-declaration of accuracy and authorisation to act, in line with the IT Rules 2021.

5. Escalation Matrix

If your grievance is not resolved to your satisfaction within the timelines above, you may escalate to the following authorities:

• National Consumer Helpline (Ministry of Consumer Affairs, Government of India): consumerhelpline.gov.in / 1800-11-4000.
• Consumer Forums / Commissions: the appropriate District, State, or National Consumer Disputes Redressal Commission, depending on the claim value, under the Consumer Protection Act, 2019.
• Cyber Crime Reporting Portal (for online fraud): cybercrime.gov.in.
• Data Protection Board of India: for grievances relating to the processing of personal data under the DPDP Act, once the Board is operational.

6. Anonymous, Frivolous, or Vexatious Complaints

To enable a fair investigation we need verifiable contact details. Anonymous complaints may be reviewed at our discretion but cannot be progressed through the formal grievance process. We reserve the right to close, without further action, complaints that are frivolous, vexatious, repeated, or made in bad faith, while preserving the complainant's statutory rights.

7. Records and Confidentiality

All grievances and the related correspondence are recorded and retained for the period required by law. Information shared with the Grievance Officer is treated as confidential and used solely for the purpose of investigating and resolving the matter, except where disclosure is required by law or to protect the rights, property, or safety of others.

8. Reach Us

For all general queries that are not formal grievances, please use our standard customer care channels: