FOSECHILLY AGRI FOODS PRIVATE LIMITED is a Bengaluru-based agri foods company connecting India's finest farm produce with households, retailers, food processors and export buyers. We specialise in dry red chillies, turmeric and whole spices, alongside a full range of pulses, rice, millets, oilseeds and dry fruits.

What we believe

Good food starts at the farm gate. We procure directly from growers and regulated mandis in peak season, then clean, sortex-sort, moisture-test and grade every lot at our facility before it earns the Fosechilly crest.

How we operate

Fosechilly Fresh Mart is a retailer. Every product we sell is procured through authorised distribution channels and delivered in the original, sealed manufacturer packaging — we never open, repack or relabel any item. All brand names and trademarks belong to their respective owners and appear here only to identify the genuine products we stock.

Our promise

• What you approve in the sample is what arrives at your door — size, colour and heat held lot after lot.
• Transparent pricing, honest weighments and a proper invoice on every order.
• Hygienic, food-grade packing and handling.

Effective Date: 1 January 2025  |  Last Updated: 1 October 2025

This Privacy Policy is published in accordance with the provisions of the Information Technology Act, 2000 (as amended) and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ("SPDI Rules"). It describes how FOSECHILLY AGRI FOODS PRIVATE LIMITED (CIN: as registered with the Ministry of Corporate Affairs; hereinafter referred to as "the Company", "we", "our" or "us"), operating the website fosechilly.in, collects, processes, stores, shares and protects personal information of users ("you", "User") who access or transact on this platform.

By accessing this website and/or placing an order, you expressly consent to the collection and use of your information as described in this Policy. If you do not agree, please refrain from using this website.

1. Categories of Information Collected

1.1 Personal Information (Voluntarily Provided)

• Identity data: Full name as provided at checkout or registration.
• Contact data: Mobile number, email address.
• Delivery data: Complete postal address including city, state and PIN code.
• Account credentials: Username and hashed/encrypted password (if you register an account).
• Transaction data: Order contents, quantities, prices, payment method chosen (UPI / Razorpay / Cash on Delivery), UTR reference number entered voluntarily for UPI orders, and order status.

1.2 Sensitive Personal Data or Information (SPDI)

As defined under Rule 3 of the SPDI Rules, we collect passwords (stored in encrypted form). We do not collect financial information such as bank account numbers, credit/debit card numbers or UPI PINs. Payments are routed through RBI-authorised payment processors (Razorpay) or directly via your UPI app; we never have access to your payment credentials.

1.3 Automatically Collected Technical Data

• Browser type, version and operating system (from your browser's user-agent string).
• Internet Protocol (IP) address and approximate geographic location (city/state level).
• Pages viewed, links clicked and time spent on the website.
• Referral URL (the page from which you arrived at our website).

This data is collected through server logs and, where applicable, browser-side localStorage (for cart state and order history). We do not use third-party tracking pixels, advertising cookies or cross-site tracking technologies.

2. Purpose and Legal Basis for Processing

• Order fulfilment: Processing, packing, dispatching and delivering your order; generating tax invoices as required under the GST Act, 2017.
• Customer support: Responding to queries, complaints and refund requests.
• Account management: Authenticating users, displaying order history, managing saved preferences.
• Legal compliance: Maintaining records as mandated under the Companies Act 2013, Income Tax Act 1961, GST legislation and FSSAI regulations.
• Security: Preventing fraud, abuse and unauthorised access.
• Service improvement: Analysing aggregate (anonymised) usage patterns to improve the website and product range.

We process your personal information on the legal basis of: (a) performance of a contract (your order); (b) compliance with a legal obligation; and (c) your consent given at the time of registration or checkout.

3. Disclosure and Sharing of Information

We do not sell, rent, trade or otherwise transfer your personal information to any third party for commercial gain. We may share your information with:

• Logistics partners & courier companies: Name, phone number and delivery address shared only to the extent required to deliver your order.
• Payment processors: Razorpay Payments Private Limited processes card and UPI payments; they operate under their own privacy policy and are PCI-DSS compliant.
• Government authorities: Where required by law, court order or directive of a competent authority (e.g., Income Tax Department, FSSAI inspection authorities).
• Professional advisors: Auditors, lawyers and tax consultants, bound by confidentiality obligations.

4. Data Retention

We retain your personal data for as long as necessary to fulfil the purposes stated in this Policy and to comply with legal obligations:

• Order records and tax invoices: 8 years from the date of the relevant financial year (as required under GST and income-tax law).
• Account data: Until you delete your account, or for 3 years from your last login, whichever comes first.
• Server logs and technical data: 90 days, unless required longer for an ongoing security investigation.

5. Your Rights as a Data Principal

You have the right to:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete information.
• Deletion: Request deletion of your account and associated personal data, subject to our legal retention obligations.
• Withdrawal of consent: Withdraw consent for processing at any time, which will not affect the lawfulness of processing prior to withdrawal.
• Grievance: Lodge a complaint with our Grievance Officer (see below) if you believe your rights have been violated.

To exercise any of the above rights, write to us at info@fosechilly.in with the subject line "Data Rights Request". We will respond within 30 days.

6. Security Measures

We implement reasonable security practices and procedures as required under the SPDI Rules, including:

• HTTPS (TLS 1.2+) encryption for all data in transit.
• Bcrypt hashing for stored passwords.
• Access controls limiting employee access to personal data on a need-to-know basis.
• Periodic review of security practices.

No method of electronic storage or transmission is 100% secure. In the event of a data breach that is likely to cause harm to you, we will notify you and the appropriate authorities as required by applicable law.

7. Cookies and Local Storage

This website uses browser localStorage (not cookies) to store your shopping cart, order history and login session locally on your device. No data from localStorage is transmitted to third-party advertisers. You may clear your browser's site data at any time to erase this local information.

8. Third-Party Links

This website may contain links to third-party websites (e.g., payment pages). We are not responsible for the privacy practices of such websites and encourage you to read their privacy policies.

9. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of the website after a change constitutes acceptance of the updated Policy.

10. Contact & Grievance Officer

For any privacy-related concerns, contact our Grievance Officer as detailed on the Grievance Redressal page, or email us at info@fosechilly.in.

Effective Date: 1 January 2025  |  Last Updated: 1 October 2025

This Return & Refund Policy is issued in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable guidelines issued by the Food Safety and Standards Authority of India (FSSAI). By placing an order on fosechilly.in, you agree to the terms of this Policy.

1. Scope

This Policy applies to all purchases made on fosechilly.in operated by FOSECHILLY AGRI FOODS PRIVATE LIMITED. It covers food products, grocery items, dry fruits, spices, pulses and related consumer goods sold on the platform.

2. Returns

2.1 Eligible Circumstances for Return

We accept returns or raise replacements/refunds in the following situations:

• Damaged in transit: The product packaging or contents are visibly damaged or broken upon delivery.
• Spoiled or unfit for consumption: The product is mouldy, infested, or has an off odour indicating spoilage before the best-before date.
• Wrong item delivered: You received a product different from what you ordered.
• Short quantity: The net weight delivered is materially less than stated on the label (beyond the permissible variation under Legal Metrology rules).
• Product past best-before date: The product was delivered after its best-before or expiry date as printed on the packaging.

2.2 How to Raise a Return Request

• Contact us within 48 hours of delivery via email at info@fosechilly.in or on our registered WhatsApp number.
• Share your Order ID, a clear description of the issue, and photographs/video clearly showing the defect or damage.
• We will acknowledge your request within 24 business hours and initiate verification.

2.3 Non-Returnable Items

• Products that have been opened, used or partially consumed, unless found to be defective/contaminated.
• Products returned after the 48-hour reporting window from the time of delivery.
• Products purchased during a special sale where the listing explicitly stated "No Return".
• Perishable items (fresh fruits, vegetables) that have been stored improperly by the buyer.

2.4 Return Logistics

If a physical return is required, we will arrange a pickup at our cost. In cases of food spoilage, we may request you to dispose of the product safely and provide photographic evidence instead of returning it, in the interest of hygiene and logistics.

3. Refunds

3.1 Refund Eligibility

Once a return/complaint is verified and approved by our quality team, a refund will be initiated. Refunds will also be processed in these cases without requiring a physical return:

• Item found out of stock or unavailable after your order was placed and payment received.
• Order cancelled by you before dispatch (see Section 4).
• Order not delivered within the promised timeline and no replacement acceptable to you.

3.2 Refund Timelines

• Razorpay (card / UPI / netbanking / wallet): Refund initiated within 3 business days of approval; credit to your bank/card/wallet within 5–7 additional business days depending on your bank's processing time.
• UPI direct transfer (UTR-based payment): Refund credited to the originating bank account within 5–7 business days of approval.
• Cash on Delivery orders: Refund processed as direct bank transfer (NEFT/IMPS) to the bank account details provided by you, within 7–10 business days of approval; or as store credit applicable to your next order.

3.3 Partial Refunds

Where only part of an order is affected (e.g., one product out of three is damaged), only that item's value will be refunded or replaced.

3.4 Refund to Original Source

All refunds are credited back to the original payment source wherever technically possible. We do not offer cash refunds for prepaid orders.

4. Order Cancellations

4.1 Cancellation by Customer

• You may cancel your order at any time before dispatch, free of charge, by contacting us at info@fosechilly.in with your Order ID.
• For prepaid orders cancelled before dispatch, a full refund will be processed within 3–5 business days.
• Once the order has been dispatched (courier tracking number generated), cancellation is not possible; the return process as described above will apply upon delivery.

4.2 Cancellation by the Company

We reserve the right to cancel an order in exceptional circumstances, including but not limited to: product unavailability, pricing errors on the website, suspected fraudulent transactions, or delivery to inaccessible areas. In such cases, a full refund will be issued within 3 business days and the customer will be notified by email/SMS.

5. Consumer Rights Under Indian Law

Nothing in this Policy is intended to limit or waive rights available to you as a consumer under the Consumer Protection Act, 2019, including the right to:

• Protection against unfair trade practices.
• Information about the quality, quantity and purity of goods.
• Redressal of consumer grievances through appropriate Consumer Disputes Redressal Commissions.

6. How to Contact Us

For return, refund or cancellation requests: info@fosechilly.in | Subject line: "Return/Refund — Order #[your order ID]". Alternatively, visit our Grievance Redressal page for the complete escalation process.

Effective Date: 1 January 2025  |  Last Updated: 1 October 2025

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "Customer") and FOSECHILLY AGRI FOODS PRIVATE LIMITED ("Company", "we", "us", "our") governing your use of the website fosechilly.in ("Platform") and the purchase of products offered thereon. These Terms are published in compliance with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020, and all applicable laws of India.

By accessing or using this Platform or placing an order, you confirm that you are at least 18 years of age, are legally capable of entering into binding contracts under the Indian Contract Act, 1872, and agree to be bound by these Terms in their entirety. If you do not agree, please do not use this Platform.

1. Company Information

• Legal name: FOSECHILLY AGRI FOODS PRIVATE LIMITED
• Registered address: No. 409, Jagadish Chandra Sharma Road, ITI HBCS Layout, Nayandahalli, Bengaluru, Karnataka – 560039
• GSTIN: 29AAJCF2703R1Z9
• FSSAI Licence No.: 11226998000612
• Email: info@fosechilly.in
• Website: https://fosechilly.in

2. Eligibility and Account Registration

• Use of this Platform is available only to persons who can form legally binding contracts under Indian law. Persons who are "incompetent to contract" within the meaning of the Indian Contract Act, 1872 (minors, persons of unsound mind, etc.) are not eligible.
• You may browse and purchase as a guest, or register an account. When registering, you must provide accurate, complete and current information. You are responsible for maintaining the confidentiality of your password and for all activities under your account.
• We reserve the right to suspend or terminate accounts that provide false information, engage in fraudulent activity, or violate these Terms.

3. Products — Description, Pricing and Availability

3.1 Product Descriptions

We endeavour to display product information (including descriptions, ingredients, weights, images and nutritional information) as accurately as possible. However, please note:

• Images are representative and may differ from actual products in colour, packaging design or presentation due to photographic conditions or packaging updates.
• Weights stated are net packed weights. Natural agricultural produce may exhibit minor variation in colour, moisture content or particle size within FSSAI-prescribed grade specifications — this does not constitute a defect.
• Best-before dates are printed on the packaging. Products are dispatched with a reasonable shelf life remaining.

3.2 Pricing

• All prices are displayed in Indian Rupees (₹) and are inclusive of applicable Goods and Services Tax (GST) unless otherwise stated.
• Prices of agricultural commodities (spices, pulses, dry fruits) are subject to seasonal market fluctuations and may change without prior notice. However, once an order is confirmed, the price at the time of confirmation is honoured.
• We reserve the right to correct typographical or pricing errors at any time prior to order confirmation. If we discover an error after your order is placed, we will notify you and give you the option to proceed at the correct price or cancel for a full refund.
• Promotional prices, coupons and discounts are time-limited and cannot be applied retrospectively.

3.3 Availability

All products are subject to availability. We make reasonable efforts to display only in-stock items; however, in the event of a stock shortfall after your order is confirmed, we will notify you and issue a full refund for the unavailable item(s).

4. Order Placement and Confirmation

• Placing an item in your cart does not constitute an order or reservation of stock.
• An order is placed when you complete the checkout process and receive an on-screen order confirmation with an Order ID.
• For prepaid orders (UPI / card / wallet), an order is confirmed upon successful payment realisation.
• For Cash on Delivery orders, an order is confirmed when we send a dispatch confirmation to you by SMS/WhatsApp/email.
• We reserve the right to refuse or cancel any order at our discretion, including (without limitation) where: (a) the product is unavailable; (b) the order appears fraudulent; (c) there is a pricing or description error; (d) delivery to the specified address is not feasible. In all such cases a full refund is issued.

5. Payments

• We accept payment via UPI (Google Pay, PhonePe, Paytm and all UPI-compliant apps), debit/credit cards, netbanking and digital wallets (processed through Razorpay, an RBI-licensed payment aggregator), and Cash on Delivery (where available).
• We do not store your card numbers, UPI credentials or internet banking passwords. All card/UPI transactions are encrypted and processed by Razorpay in compliance with PCI-DSS standards.
• Tax invoices are generated for all orders and are compliant with the GST (Goods and Services Tax) Act, 2017.
• In case of a payment failure or partial debit, please contact us at info@fosechilly.in. Do not attempt to re-place the same order until you have confirmed with your bank/payment provider whether the original transaction succeeded.

6. Delivery and Risk

Delivery timelines and charges are detailed in our Shipping & Delivery Policy. Risk of loss or damage to the product passes to you upon delivery to the address specified in your order.

7. Intellectual Property

All content on this Platform — including but not limited to the brand name "Fosechilly", logo, product photographs, text, graphics, page layouts, price lists and software — is the intellectual property of FOSECHILLY AGRI FOODS PRIVATE LIMITED or its licensors and is protected under the Copyright Act, 1957 and the Trade Marks Act, 1999. You may not copy, reproduce, distribute, modify or create derivative works from any content on this Platform without our prior written consent.

8. User Obligations and Prohibited Conduct

You agree not to:

• Use this Platform for any unlawful purpose or in contravention of applicable laws.
• Attempt to gain unauthorised access to any part of the Platform or its underlying systems.
• Use automated scripts, bots or scrapers to collect data from the Platform.
• Post or transmit any defamatory, obscene, offensive, threatening or fraudulent content.
• Impersonate any person or entity or misrepresent your affiliation with any person or entity.
• Interfere with the proper functioning of the Platform or any transaction conducted on it.

9. Disclaimer of Warranties

This Platform and its contents are provided on an "as is" and "as available" basis without any warranties of any kind, express or implied, to the fullest extent permissible under applicable law. We do not warrant that the Platform will be uninterrupted, error-free or free of viruses or harmful components. We make no warranty regarding the accuracy or completeness of information on the Platform beyond what is required by law.

Nothing on this Platform constitutes medical, dietary or nutritional advice. Consumers with specific dietary requirements, allergies or health conditions should read product labels carefully before purchase.

10. Limitation of Liability

To the maximum extent permitted by applicable law, the Company's total liability to you in connection with any order shall not exceed the amount actually paid by you for that specific order. We shall not be liable for any indirect, incidental, consequential, punitive or special damages (including loss of profit, loss of data, or business interruption) arising out of or in connection with your use of this Platform.

Nothing in these Terms limits or excludes any rights you have as a consumer under the Consumer Protection Act, 2019 that cannot be lawfully limited or excluded.

11. Force Majeure

We shall not be liable for delays or failures in performance caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, floods, pandemics, strikes, government-imposed restrictions, transportation disruptions or internet/infrastructure outages. We will endeavour to communicate proactively and resume normal operations at the earliest.

12. Amendments

We may revise these Terms from time to time. The revised Terms will be posted on this page with an updated "Last Updated" date. Your continued use of the Platform after any modification constitutes your acceptance of the revised Terms. We recommend reviewing this page periodically.

13. Severability

If any provision of these Terms is held to be invalid, illegal or unenforceable under applicable law, such provision shall be deemed modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

14. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of India. Subject to the consumer's right to approach any appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, the courts of Bengaluru, Karnataka shall have exclusive jurisdiction to resolve any dispute.

15. Grievance Redressal

For any complaints or queries regarding these Terms or your experience on this Platform, please refer to our Grievance Redressal page or contact us at info@fosechilly.in.

Effective Date: 1 January 2025  |  Last Updated: 1 October 2025

This Shipping & Delivery Policy is published in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019. It describes how FOSECHILLY AGRI FOODS PRIVATE LIMITED processes, ships and delivers orders placed on fosechilly.in.

1. Order Processing Time

• Orders are processed on Monday to Saturday, 9:30 AM to 6:30 PM IST (excluding public holidays and declared holidays).
• Orders placed before 12:00 PM IST on a working day are typically processed the same day; orders placed after 12:00 PM are processed the next working day.
• During peak periods (festivals, special sales), processing may take up to 2 additional business days. We will communicate any such delays proactively.
• For perishable or temperature-sensitive products, dispatch may be held until suitable weather and transit conditions are available to ensure product integrity.

2. Delivery Coverage and Estimated Timelines

Estimated delivery timelines are from the date of dispatch (not the date of order placement):

• Bengaluru (BBMP limits): 1–2 business days.
• Bengaluru Rural and rest of Karnataka: 2–4 business days.
• South India (Tamil Nadu, Andhra Pradesh, Telangana, Kerala, Goa): 3–5 business days.
• Western and Central India (Maharashtra, Gujarat, MP, Rajasthan, Chhattisgarh): 4–6 business days.
• North and East India (Delhi, UP, Bihar, West Bengal, Odisha and others): 5–8 business days.
• Northeast India and remote areas: 7–12 business days (subject to courier availability).

These are estimated timelines and not guarantees. Actual delivery may vary due to courier delays, weather events, natural calamities, public holidays, strikes or other factors beyond our reasonable control.

3. Delivery Charges

• Orders with a cart value of ₹999 or above: FREE delivery across India.
• Orders with a cart value below ₹999: Flat delivery charge of ₹49.
• Bulk orders (25 kg or more): Freight charges are calculated at actuals based on origin-destination and weight/volume; we will provide a quote before dispatch.
• Special delivery services (express or timed-slot delivery) may be available in select areas at an additional charge; details will be shown at checkout.

4. Shipping Partners

We work with reputed logistics and courier companies, including but not limited to Delhivery, DTDC, Xpressbees, BlueDart, Shiprocket and India Post, depending on serviceability, weight and destination. The shipping partner is selected at our discretion to ensure the best service to your area.

5. Tracking Your Order

• Upon dispatch, you will receive an order dispatch notification via SMS and/or WhatsApp and/or email containing the courier name, tracking number and a link to the courier's tracking portal.
• You can also view your order status by logging into your account on fosechilly.in and navigating to "My Orders".
• In case of any tracking issues, contact us at info@fosechilly.in with your Order ID.

6. Failed Delivery Attempts

• Courier partners typically make up to 3 delivery attempts. If delivery fails (premises locked, incorrect address, recipient unavailable), the package is returned to origin.
• If delivery fails due to an error in the address provided by you, re-delivery charges will apply.
• For returned-to-origin packages, you may choose: (a) re-dispatch at actuals courier charge; or (b) a refund of the product value minus the original shipping cost.

7. Packaging Standards

All products are packed in food-grade, tamper-evident packaging suitable for the product type:

• Dry goods (spices, pulses, dry fruits) are packed in food-grade LDPE/HDPE pouches with heat sealing.
• Products are placed in sturdy corrugated cardboard outer boxes with appropriate void fill to prevent breakage during transit.
• Labels on all packages include product name, net weight, best-before date, FSSAI licence number, nutritional information (where applicable) and our contact details, as required under FSSAI regulations.

8. Receipt of Delivery — What to Do

• Please inspect the package at the time of delivery in the presence of the delivery agent wherever possible.
• If the outer packaging appears significantly tampered with or damaged, you have the right to refuse delivery and must inform us immediately at info@fosechilly.in.
• If damage is noticed after the agent has left, photograph the packaging and product and report within 48 hours as per our Return & Refund Policy.

9. Delayed or Lost Shipments

• If your order has not arrived within the maximum estimated delivery timeline, please contact us at info@fosechilly.in with your Order ID.
• We will lodge a complaint with the courier and track the shipment on your behalf.
• If the shipment is confirmed lost in transit by the courier company, we will either re-dispatch the order at no extra charge or issue a full refund, at your option.

10. Areas Not Serviced

We currently do not deliver to certain remote areas (including some districts of the Andaman & Nicobar Islands, Lakshadweep, and specific PIN codes flagged as unserviceable by our courier partners). If your PIN code is not serviceable, you will be notified at checkout and the order will not be processed. We are continuously expanding our coverage.

11. Contact Us

For any shipping or delivery queries: info@fosechilly.in | Subject line: "Shipping Query — Order #[your order ID]".

Are your products fresh?

Yes — we procure in peak season, store in pest-controlled facilities, and pack to order. Every pack carries a packing date.

How do I pay?

UPI — scan the QR at checkout with GPay, PhonePe, Paytm or any UPI app. Or Cash on Delivery.

Do you provide tax invoices?

Yes, every order ships with a proper tax invoice. Businesses may be able to claim input credit where applicable.

Do you sell in bulk?

Yes — 25/50 kg bags and container quantities for chillies, turmeric, spices and pulses. Email us for bulk pricing.

Which chilli should I buy?

Byadagi for deep red colour with mild heat, Guntur Sannam for balanced everyday cooking, Teja/S17 when you want serious pungency.

What if my order arrives damaged?

Send us photos within 48 hours and we'll replace or refund — see our Return & Refund Policy.

Effective Date: 1 January 2025  |  Last Updated: 1 October 2025

FOSECHILLY AGRI FOODS PRIVATE LIMITED is committed to resolving all consumer grievances fairly, efficiently and within the timelines prescribed by law. This Grievance Redressal Mechanism is established in compliance with:

• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• The Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Guidelines issued by the Food Safety and Standards Authority of India (FSSAI)

Step 1 — Customer Support (First Contact)

For most issues — a delayed delivery, a damaged product, a refund query, a missing item — our customer support team can resolve it directly.

Step 2 — Formal Grievance to Grievance Officer

If your complaint is not resolved to your satisfaction through Step 1 within 5 working days, or if your grievance is of a serious nature (including issues related to data privacy, harassment, or significant financial loss), you may escalate it to our Grievance Officer, as mandated under the Consumer Protection (E-Commerce) Rules, 2020 and the IT Rules, 2021.

When filing a formal grievance, please provide:

• Your full name, registered email address and phone number.
• Order ID and date of purchase.
• Detailed description of the grievance and the resolution sought.
• Copies of any relevant correspondence, photographs or evidence.

Step 3 — External Escalation

If you are not satisfied with our response at Step 2, you have the right to escalate your complaint to the following independent bodies:

A. National Consumer Helpline (NCH)

B. Consumer Disputes Redressal Commissions

Under the Consumer Protection Act, 2019, you may file a complaint with the appropriate Consumer Disputes Redressal Commission based on the value of the goods/services in dispute:

• District Commission: Complaints up to ₹1 crore — file with the District Consumer Disputes Redressal Commission in the district where the cause of action arose or where you reside.
• State Commission: Complaints between ₹1 crore and ₹10 crore — Karnataka State Consumer Disputes Redressal Commission, Bengaluru.
• National Commission: Complaints exceeding ₹10 crore — National Consumer Disputes Redressal Commission (NCDRC), New Delhi.

Complaints can also be filed online through the E-DAAKHIL portal: edaakhil.nic.in

C. FSSAI Complaints (Food Safety)

For complaints specifically related to food safety, adulteration, or FSSAI non-compliance:

D. Cyber Crime / IT Grievances

For complaints related to data privacy, cybercrime, online fraud or other IT-related issues in connection with this website:

Summary of Timelines

• Step 1 (Customer Support): First response within 24 hours; resolution within 72 hours.
• Step 2 (Grievance Officer): Acknowledgement within 48 hours; resolution within 30 days.
• Step 3 (External): Per the timelines of the relevant authority/commission.

We take all grievances seriously and are committed to continuous improvement in our products and services. Your feedback helps us serve you better.