If something has gone wrong and normal support has not fixed it, this page tells you exactly who to write to, what to include and how long we will take.
Last updated 26 August 2026In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, INFINITAS ECOMMERCE PRIVATE LIMITED has appointed a grievance officer whose details are published below.
Written grievances may also be sent by post to the registered office address above, marked for the attention of the Grievance Officer.
Most issues — a delayed parcel, a wrong item, a refund that has not landed — are settled the same day by our support team.
Reply within 1 working dayIf support has not resolved it, or you are unhappy with the outcome, write directly to the grievance officer quoting your order reference.
Acknowledged within 48 hoursThe officer investigates, corresponds with you directly and issues a written decision with reasons.
Resolved within 30 daysYou do not need to go through step one before escalating if the complaint concerns conduct, data privacy or a safety matter — write to the officer directly.
Complete information at the outset is what lets us resolve a complaint in days rather than weeks.
| Stage | Timeline |
|---|---|
| Support response | Within 1 working day |
| Grievance acknowledged in writing | Within 48 hours of receipt |
| Grievance resolved and decision issued | Within 30 days of receipt |
| Refund credited, where awarded | 7–10 business days of the decision |
| Data privacy requests | Within 30 days |
Where a complaint needs input from a courier or the payment gateway, resolution can take longer — we will tell you if that is the case and keep you updated rather than letting it go quiet.
If the officer's decision does not resolve matters, you retain every right available to you under Indian law. You may approach the National Consumer Helpline on 1915 or through the INGRAM portal, or file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
For data protection matters specifically, you may complain to the Data Protection Board of India once our internal process has been exhausted.
This process is governed by the laws of India, and any dispute is subject to the courts at Bihar.
Send us the order reference and what went wrong — most complaints never need to reach the officer.