Grievance Redressal Policy
In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000.
At CAKIESS, operated by [LEGAL BUSINESS NAME], we endeavor to resolve any customer dissatisfaction promptly, transparently, and equitably. If our standard customer care channels have not addressed your concerns regarding cake quality, delivery delays, or payment discrepancies to your satisfaction, you may escalate your matter through our official Grievance Redressal channel.
Designated Grievance Officer
The details of the officer appointed pursuant to Rule 5(6) of the Consumer Protection (E-Commerce) Rules, 2020 are set out below:
Step-by-Step Escalation Hierarchy
For routine issues regarding delivery time, piped inscription changes, or immediate cake handover verification, contact our studio coordinators via WhatsApp or phone at [SUPPORT PHONE — +91 98765 43210] or email orders@cakiess.in. Most queries are resolved within 2 to 4 hours.
If Level 1 support has not resolved your concern within 24 hours, email our designated Grievance Officer at grievance@cakiess.in with your Order Number, original communication, and detailed summary of the unresolved issue.
- Acknowledgement SLA: We will acknowledge your grievance and issue an official Ticket Tracking Number within 48 hours of receipt.
- Resolution SLA: Your grievance will be redressed and resolved within a maximum of 1 month (30 days) from the date of receipt, as mandated by Rule 5(6).
If you remain unsatisfied after exhausting our grievance mechanism, you may file a formal complaint with the Department of Consumer Affairs, Government of India via the National Consumer Helpline at https://consumerhelpline.gov.in or toll-free at 1915.