Effective date: 22 September 2026
Purpose and scope
This policy explains how Yamuna Jewels receives, tracks, reviews and resolves consumer grievances connected with yamunajewels.com, an order, payment, delivery, product, return, refund, exchange, warranty, repair, customisation, privacy request, customer support interaction or related sales communication.
Yamuna Jewels is a sole proprietorship operated by Gopal Shankarlal Shah. Our GSTIN is 24BGEPS9563D1Z6 and our business address is Near Balaji Temple, Ghee Kanta Tower Road, Ravopura, Vadodara, Gujarat 390001, India.
This grievance process supplements our Terms and Conditions and our policies on privacy, shipping, cancellation, returns, exchanges, refunds, warranty and jewellery care. Those documents govern the relevant eligibility and service terms. This policy explains how a disagreement or complaint about those matters is handled.
Grievance Officer
Name: Gopal Shankarlal Shah
Designation: Grievance Officer
Email: yamunajewels.com@gmail.com
Phone and WhatsApp: +91 98981 65411
Postal address: Near Balaji Temple, Ghee Kanta Tower Road, Ravopura, Vadodara, Gujarat 390001, India
Support hours are Monday to Saturday, 10 am to 7 pm Indian Standard Time, excluding public holidays in Gujarat. A grievance may be sent by email at any time. Customers may also first contact wecare@yamunajewels.com for routine support.
How to submit a grievance
Email the Grievance Officer with the subject line Grievance and your order number, or send the complaint by post, phone or WhatsApp using the details above. Using email is recommended because it creates a clear written record. There is no fee for submitting a grievance.
Please provide your name, email address and phone number; the order number; the product or service concerned; the date and a clear description of the issue; the outcome you seek; and relevant documents, photographs, messages, courier records or other evidence reasonably available to you.
For a payment issue, also include the transaction date and amount, payment method, and the Razorpay payment ID or other transaction reference shown in your receipt or bank record. Do not send a full card number, CVV, OTP, UPI PIN, bank password or other payment-security credential.
If complete information is not available, submit the grievance with what you have. We may request additional information that is reasonably necessary to identify the transaction, understand the issue or verify the requester. We will not demand irrelevant personal information.
Acknowledgment and tracking
The Grievance Officer will acknowledge receipt of a consumer grievance within 48 hours. The acknowledgment will normally include a complaint reference number, the date of receipt, the contact channel for follow-up and any immediately identified information needed for review.
Quote the complaint reference number in later communications. If you do not receive an acknowledgment within 48 hours, contact the Grievance Officer again by an alternative channel and include a copy or screenshot of the original submission.
Review and resolution timeline
We review the order record, product information, payment status, delivery or courier information, customer communications and other evidence relevant to the complaint. We may contact the customer, courier, payment provider or another service provider where reasonably necessary to investigate.
The Grievance Officer will redress the consumer grievance within one month from the date it is received, or within any shorter period required by applicable law. We aim to resolve straightforward matters sooner. A request for reasonable additional information does not remove this commitment.
The written outcome will explain the decision and, where applicable, the corrective action, applicable policy, expected completion date and any further step available to the customer. If only part of a complaint can be accepted, the response will identify the accepted and declined parts and give reasons for the decision.
Possible outcomes
Depending on the facts and the applicable policy or law, an outcome may include an explanation, correction of account or order information, delivery assistance, cancellation, return authorisation, replacement, exchange, repair, refund, reimbursement of an agreed courier cost, correction of a marketing preference, correction or deletion of eligible personal information, or another appropriate remedy.
A return, exchange, refund, warranty service or privacy request remains subject to the applicable published policy and mandatory legal rights. Filing a grievance does not create eligibility that does not otherwise exist, and we will not use this process to remove a remedy required by law.
Payment related grievances
For a failed, duplicate, incorrect, pending or unrecognised payment, contact us promptly with the order and transaction details. We will check our order and payment records and, where appropriate, coordinate with Razorpay or the relevant payment provider.
If you believe a payment was unauthorised, also notify your bank, card issuer or UPI provider immediately and follow its fraud-reporting process. Contacting Yamuna Jewels does not extend a bank, network or payment-provider dispute deadline.
An approved refund is handled under our Cancellation Returns Exchanges and Refunds Policy. We share the refund reference when available. After we initiate a refund, the payment provider and bank may require additional processing time before the credit appears.
Fair handling and communication
We handle grievances impartially and in good faith. A customer will not be denied ordinary support merely for making a complaint. We may combine duplicate complaints about the same transaction and may decline abusive, threatening, fraudulent or knowingly false communications while continuing to consider any genuine consumer issue supported by the available facts.
Please communicate respectfully and keep contact information current. If a proposed resolution requires the customer to return a product, confirm an address, provide bank or UPI details for an approved COD refund, or take another step, the outcome will explain the required action and reasonable deadline.
Privacy and records
We use grievance information to investigate and respond, provide the applicable remedy, prevent fraud, improve service, and maintain records required for accounting, legal or dispute purposes. Relevant information may be shared with authorised personnel and service providers such as couriers, payment providers, hosting providers, professional advisers or authorities where reasonably necessary and lawful.
Grievance records are protected and retained in accordance with our Privacy Policy and applicable record-keeping obligations. We may verify the identity or authority of a requester before disclosing account information, changing personal data or sending a refund.
Escalation and external remedies
If you disagree with a support response or believe the matter remains unresolved, reply using the complaint reference number and clearly identify the disputed point. The Grievance Officer will review the escalation within the overall one-month redressal period.
You may approach the National Consumer Helpline through consumerhelpline.gov.in or call 1915, and may approach a competent consumer commission, court, regulator or other authority as permitted by law. For an eligible payment dispute, you may also contact your bank or payment provider.
Using or not using our internal grievance process does not waive a statutory consumer right, chargeback right, payment-dispute right or other remedy available under applicable law.
Policy updates
We may update this policy when our processes or applicable requirements change. The revised policy will be posted with a new effective date. An update will not retrospectively remove an accrued consumer right or change the handling of an existing grievance where doing so would be unfair or unlawful.