1. Purpose & Legal Basis

This policy is published in compliance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, DPDP Act, 2023, and Information Technology Act, 2000.

Patiala Chic (operated by Scalento Private Limited) is committed to addressing customer grievances promptly, fairly, and transparently. This policy applies to all complaints relating to products, orders, data privacy, and any other interaction with our website patialachic.com.

 

2. Grievance Officer

 

Grievance Officer — Patiala Chic Name: Dwarkesh Designation: Founder & Grievance Officer, Scalento Private Limited Email: Patialachic@gmail.com Address: Plot No. 17, 1st Floor, Vibhag-2, Aanant Business Park, Near Nayara Petrol Pump, Kiran Chowk to Kargil Chowk Road, Kiran Chowk, Surat – 395011, Gujarat Working hours: Monday to Friday, 10:00–18:00 IST Support channel: Email only — Patialachic@gmail.com

 

3. What You Can Raise a Grievance About

• Product issues: Defective, damaged, or wrong item received

• Order issues: Non-delivery, delayed delivery, or incorrect order

• Exchange issues: Dispute regarding exchange eligibility, processing, or resolution

• Payment issues: Incorrect charge, refund not received, or double payment

• Cancellation issues: Order not cancelled despite request, or refund not processed

• Data privacy complaints: Concerns about how your personal data is collected, stored, or used

• Misleading information: Product description, pricing, or policy inconsistencies

• Any other complaint: Any other issue arising from your interaction with Patiala Chic

 

4. How to File a Grievance

All grievances must be submitted via email to Patialachic@gmail.com. We do not accept grievances via WhatsApp, phone, or any other channel.

 

Your email should include:

1. Your full name

2. Order ID (if applicable)

3. Date of purchase or incident

4. Clear description of the grievance

5. Supporting evidence — photographs, videos, screenshots

6. Your preferred resolution

 

5. Resolution Timeline

 

Stage	Timeline
Complaint received	Immediate — auto-acknowledgement via email
Formal acknowledgement	Within 48 business hours
Investigation in progress	Days 3–25 from receipt
Resolution communicated to you	Within 1 month (30 days) of receipt
Escalation to consumer forum	If unresolved after 30 days

 

We are committed to resolving all grievances within 30 days of receipt.

 

6. Escalation

• National Consumer Helpline: Call 1800-11-4000 or visit consumerhelpline.gov.in

• Consumer Dispute Redressal Commission: File a complaint at your district or state CDRC

• Data Protection Board of India: For unresolved privacy grievances once the Board is fully operational

 

Jurisdiction for all disputes: Courts of Surat, Gujarat, India.

 

7. Our Commitment to Fair Treatment

• Every complaint acknowledged within 48 business hours

• All complaints investigated objectively and without bias

• You will not be penalised for raising a legitimate grievance

• Grievance communications kept confidential

• We will not delete negative reviews or suppress legitimate feedback

 

8. Misuse of the Grievance Process

We reserve the right to close grievances that are abusive, submitted in bad faith, duplicates without new information, or outside the scope of our policies.

 

Contact Us

Write to us at Patialachic@gmail.com.

Monday to Friday, 10:00–18:00 IST  |  Response within 48 business hours

From the vibrant streets of Punjab to your wardrobe — ethnic wear that celebrates colour, craft, and confidence.