Grievance Redressal Mechanism
Last Updated: January 23, 2026
Grievance Officer
In accordance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019, we have appointed a Grievance Officer to address your concerns.
Grievance Officer Details
⚠️ Important
As per IT Rules, 2011: The Grievance Officer name must be designated and updated here. This is a legal requirement for Indian e-commerce platforms.
What Can You Complain About?
You can file a grievance regarding any of the following issues:
Product Issues
- Defective or damaged products
- Wrong product delivered
- Product quality concerns
- Missing items
Delivery Problems
- Delayed delivery
- Failed delivery
- Rider behavior issues
- Delivery charges disputes
Payment Issues
- Unauthorized charges
- Refund delays
- Payment failures
- Incorrect billing
Return & Refund
- Return request rejected
- Refund not received
- Return pickup delays
- Quality check disputes
Account Issues
- Account suspension
- Data privacy concerns
- Unauthorized access
- Account deletion issues
Service Quality
- Customer support issues
- Seller/Vendor misconduct
- Platform malfunction
- Unfair practices
Legal & Compliance
- Terms violation by platform
- Misleading information
- Consumer rights violation
- Data breach concerns
Other Concerns
- Unresolved complaints
- Feedback not addressed
- Any other grievances
How to File a Grievance
Method 1: Email (Recommended)
Send Email to Grievance Officer
Email: grievance@kirihat.com
Subject Line Format: "Grievance - [Your Issue] - Order ID: [if applicable]"
Include the Following Information:
- Your full name
- Registered email address
- Phone number
- Order ID (if applicable)
- Detailed description of the issue
- Date and time of incident
- Supporting documents/screenshots (if any)
- Expected resolution
Method 2: Phone Call
Call Grievance Officer
Phone: +91 99576 93472
Hours: Monday - Saturday, 9:00 AM - 5:00 PM IST
Be prepared with your order details and a clear explanation of your grievance.
Method 3: Written Letter
Send a Formal Letter
Address to:
Grievance Officer
Kirihat
Kachakhana, Golakganj, Hazratganj
Dhubri - 783334, Assam, India
Include all details as mentioned in the email method above.
Method 4: Through App/Website
Submit via Platform
- Log in to your Kirihat account
- Go to "Help & Support" section
- Select "File a Grievance"
- Fill in the grievance form
- Attach supporting documents
- Submit the form
You'll receive an acknowledgment with a ticket number.
Grievance Resolution Process
Acknowledgment
You'll receive an acknowledgment within 1-24 hours with a unique grievance ID
Within 24 hoursInvestigation
Our team investigates the matter thoroughly, gathering all relevant information
1-5 business daysCommunication
We may contact you for additional information or clarification
As neededResolution
We work towards a fair resolution based on facts and policies
1-30 business daysClosure
You'll receive a detailed response with the resolution or explanation
Final communicationResolution Timeline
Simple Issues
Order tracking, delivery status, basic queries
Moderate Issues
Refund delays, return disputes, payment issues
Complex Issues
Account disputes, legal matters, fraud investigations
Commitment to Resolution
We are committed to resolving all grievances within 30 business days of receiving the complaint. In exceptional circumstances requiring extended investigation, we will keep you informed of the progress.
Escalation Process
If you're not satisfied with the initial resolution, you can escalate your grievance:
Senior Management
If Level 1 resolution is unsatisfactory
Contact through grievance officer with reference ID
Legal/Regulatory Authorities
If internal escalation doesn't resolve the issue
See "External Redressal" section below
Escalation Timeline
Allow 7-15 business days at each level before escalating to the next level. This gives us adequate time to investigate and resolve your concern.
External Redressal Mechanisms
If your grievance is not resolved satisfactorily through our internal process, you may approach the following external authorities:
Your Rights as a Consumer
Right to Information
You have the right to know about the quality, quantity, price, and standards of products/services.
Right to Choose
You have the freedom to select from a variety of products at competitive prices.
Right to Be Heard
Your complaints and concerns will be heard and addressed fairly.
Right to Redressal
You have the right to seek remedy against unfair trade practices or exploitation.
Right to Consumer Education
You have the right to acquire knowledge about your rights and responsibilities.
Right to Safety
You have the right to be protected against products/services hazardous to health.
Tips for Filing an Effective Grievance
Be Specific and Clear
Clearly describe the issue with specific details, dates, and order numbers.
Provide Evidence
Attach screenshots, photos, emails, or any other supporting documents.
State Your Expectation
Clearly mention what resolution you're expecting (refund, replacement, apology, etc.).
Be Professional
Maintain a respectful and professional tone in all communications.
Keep Records
Save all communication, reference numbers, and responses for future reference.
Be Patient
Allow reasonable time for investigation and resolution before escalating.
Contact Grievance Officer
Email (Primary)
grievance@kirihat.comEmail (Alternate)
support@kirihat.comPhone
+91 99576 93472Working Hours
Monday - Saturday
9:00 AM - 5:00 PM IST