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Statutory grievance mechanism pursuant to Consumer Protection (E-Commerce) Rules, 2020. Confirm exact escalation pathways with legal counsel.
Grievance Redressal Policy
Last Updated: September 2026 | Operating under Consumer Protection (E-Commerce) Rules, 2020
1. Statutory Framework
Ambika Jewels is committed to upholding consumer trust and providing prompt, transparent resolution for any disputes or grievances arising from online orders, product quality, hallmarking verification, or delivery services.
This policy is formulated in accordance with Rule 4(4) and Rule 5(3)(e) of the Consumer Protection (E-Commerce) Rules, 2020.
2. Designated Grievance Redressal Officer
For escalations that cannot be resolved through our standard customer care, customers may lodge a formal complaint directly with our designated officer:
Name of Officer: Lakesh Kumar
Designation: Grievance Redressal & Compliance Officer
Entity Name: Ambika Jewels
Physical Office: Shop no.3, E.W.S colony, Sector 1, Lower Roop Nagar, Jammu, Jammu & Kashmir 180013, India
Official Grievance Email: contact@ambikajewelsshop.com
Direct Helpline: +919682589725
3. Statutory Timeframes for Redressal
Within 48 Hours
Every grievance receives a unique ticket reference number via email/SMS within 48 hours of receipt.
Within 30 Calendar Days
Full investigation, physical inspection (if required), and formal resolution provided within 30 days.
4. Escalation Pathways
- Level 1 (Showroom Support): WhatsApp (+91 9086098457) or Email (contact@ambikajewelsshop.com) for real-time tracking, sizing, or general inquiries.
- Level 2 (Grievance Officer): Email to contact@ambikajewelsshop.com with order reference number if Level 1 resolution is unsatisfactory after 48 hours.
- Level 3 (Regulatory Recourse): If unresolved within 30 days, customers may seek assistance via the National Consumer Helpline (NCH Portal) or the competent Consumer Disputes Redressal Commission in Jammu, J&K.