Contact & Grievance Redressal Policy

Last Updated: 19.06.2026

Welcome to Crafiya. This Contact & Grievance Redressal Policy explains how customers can contact us for support, complaints, order issues, return requests, refund queries, payment concerns, shipping issues, or any other grievance related to purchases made from Crafiya.

By using our website or placing an order with Crafiya, you agree to the terms mentioned in this policy.

1. Business Information

Business Legal Name: Crafiya
Brand Name: Crafiya
Business Type: Proprietorship
Registered Business Address: 338, Munshi Mahollo, Olpad, Surat, Gujarat, India – 394540
Customer Support Email: care@crafiya.com
Phone / WhatsApp: +91 823 888 5527
Grievance Officer: Nasim Malek

2. Purpose of This Policy

At Crafiya, customer satisfaction and trust are important to us. This policy is designed to provide customers with a clear process for contacting us and raising complaints or grievances.

Customers may contact Crafiya for matters including but not limited to:

  • Order confirmation
  • Shipping and delivery updates
  • Payment issues
  • COD advance payment queries
  • Return requests
  • Exchange requests
  • Refund status
  • Wrong product received
  • Damaged product received
  • Missing item claims
  • Product-related concerns
  • Website or checkout issues
  • Privacy or data-related requests
  • Marketing communication opt-out requests
  • Any complaint or grievance related to Crafiya’s products or services

3. Customer Support Contact Details

For any support request, customers may contact us through:

Email: care@crafiya.com
Phone / WhatsApp: +91 823 888 5527

Customers are requested to contact us during working days for faster support. We will try our best to respond to customer queries as soon as possible.

4. Grievance Officer Details

For complaints or grievances that require escalation, customers may contact the Grievance Officer.

Grievance Officer: Nasim Malek
Business: Crafiya
Address: 338, Munshi Mahollo, Olpad, Surat, Gujarat, India – 394540
Email: care@crafiya.com
Phone / WhatsApp: +91 823 888 5527

5. How to Raise a Complaint or Grievance

To help us resolve your concern quickly, please share complete and correct details when contacting us.

Your complaint or grievance should include:

  • Customer name
  • Order number
  • Registered phone number
  • Registered email address
  • Date of order
  • Date of delivery, if applicable
  • Clear description of the issue
  • Photos or videos, wherever applicable
  • Payment screenshot or transaction details, if related to payment
  • Unboxing video, if the issue is related to wrong product, damaged product, defective product, or missing item

Incomplete information may delay the resolution process.

6. Mandatory Unboxing Video for Certain Claims

For claims related to damaged product, wrong product, defective product, or missing item, a clear unboxing video is mandatory.

The unboxing video should clearly show:

  • The sealed package before opening
  • Shipping label visible on the package
  • Complete opening process without cuts or edits
  • Product condition immediately after opening
  • Any damage, wrong item, defect, or missing item clearly visible

If the unboxing video is not provided, Crafiya may not be able to accept or process the complaint, return, exchange, or refund request.

7. Response Timeline

Crafiya will make reasonable efforts to acknowledge customer complaints or grievances within 48 working hours of receiving the complaint.

Resolution time may vary depending on the nature of the issue, availability of required information, courier verification, payment gateway confirmation, product inspection, or third-party service provider response.

We will try to resolve genuine complaints as soon as reasonably possible.

8. Support for Shipping and Delivery Issues

For shipping or delivery-related issues, customers should contact us with their order number and tracking details.

Crafiya uses Shiprocket as the shipping platform and may ship through courier partners such as Blue Dart, India Post, and other major courier partners across India.

Delivery delays may occur due to courier issues, location serviceability, customer unavailability, public holidays, weather conditions, incorrect address, or circumstances beyond our control.

Crafiya will assist customers with tracking and courier coordination where possible.

9. Support for Payment Issues

For payment-related complaints, customers should share:

  • Order number
  • Payment screenshot
  • Transaction ID / UTR number
  • Amount paid
  • Date and time of payment
  • Registered phone number or email address

Crafiya uses Shiprocket Checkout as the payment gateway/payment service provider. Payment verification may depend on confirmation from the payment gateway, bank, UPI provider, card network, or payment service provider.

10. Support for Returns, Exchanges, and Refunds

Return or exchange requests must be raised within 48 hours of product delivery.

Customers must ensure that the product is unused, unworn, undamaged, with original tag and packaging intact.

Crafiya will not accept returns if the product is used, damaged by the customer, without tag, has perfume smell, stains, sweat marks, makeup marks, or any signs of wear.

Sale and discounted items are non-returnable.

All return, exchange, and refund requests will be handled as per Crafiya’s Return, Exchange & Refund Policy.

11. Data and Privacy-Related Requests

Customers may contact us for privacy or data-related concerns, including:

  • Access to personal information
  • Correction of incorrect details
  • Marketing opt-out requests
  • Deletion requests, where legally permissible
  • Questions related to data usage
  • Complaints related to privacy or communication

For privacy-related requests, customers may contact:

Email: care@crafiya.com
Phone / WhatsApp: +91 823 888 5527
Grievance Officer: Nasim Malek

Certain data may be retained where required for order records, legal compliance, tax, accounting, fraud prevention, dispute resolution, or business record purposes.

12. Marketing Communication Opt-Out

Crafiya may use WhatsApp, email, SMS, and other communication channels for order updates, offers, product launches, abandoned cart reminders, and marketing communication.

Customers who do not wish to receive marketing communication may contact us at care@crafiya.com or use the opt-out option where available.

Please note that even after opting out of marketing communication, customers may still receive order-related, payment-related, shipping-related, refund-related, or legal communication.

13. Escalation Process

If a customer is not satisfied with the initial response from customer support, the matter may be escalated to the Grievance Officer.

Customers should clearly mention “Grievance Escalation” in the email subject or WhatsApp message and include all relevant order details, communication history, and supporting evidence.

The Grievance Officer will review the matter and try to provide a fair resolution based on Crafiya’s policies and applicable laws.

14. Customer Responsibility

Customers are responsible for:

  • Providing correct order details
  • Sharing accurate contact information
  • Raising complaints within the required timeline
  • Providing supporting proof, photos, videos, or payment details
  • Cooperating during verification or investigation
  • Not submitting false, misleading, edited, or fraudulent claims

Crafiya reserves the right to reject complaints or claims that appear false, incomplete, fraudulent, abusive, or unsupported by required evidence.

15. False or Fraudulent Claims

Crafiya reserves the right to reject any complaint, return, exchange, refund, or grievance if the claim appears false, misleading, fraudulent, abusive, or made with dishonest intention.

Crafiya may also refuse future orders or services to customers who repeatedly make false claims, refuse deliveries, misuse COD, abuse support channels, or violate our website policies.

16. Policy Relationship

This policy should be read along with Crafiya’s other website policies, including:

  • Terms & Conditions
  • Privacy Policy
  • Shipping Policy
  • Return, Exchange & Refund Policy
  • Cancellation Policy
  • Payment Policy
  • Disclaimer Policy

In case of any conflict, the specific policy related to the issue will apply.

17. Changes to This Policy

Crafiya reserves the right to update or modify this Contact & Grievance Redressal Policy at any time.

Updated versions will be posted on this page with the revised “Last Updated” date.

Customers are encouraged to review this policy periodically.

18. Governing Law and Jurisdiction

This Contact & Grievance Redressal Policy shall be governed by and interpreted in accordance with the laws of India.

Any dispute related to customer support, grievances, orders, payments, returns, refunds, delivery, website use, or this policy shall be subject to the jurisdiction of the courts located in Surat, Gujarat, India.

19. Contact Details

For support, complaints, or grievances, please contact:

Crafiya
338, Munshi Mahollo, Olpad, Surat, Gujarat, India – 394540
Email: care@crafiya.com
Phone / WhatsApp: +91 823 888 5527
Grievance Officer: Nasim Malek

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