Here is a Customer Care / Support Policy template for a new e-commerce website operating in India, structured as per:

• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Information Technology Act, 2000
• Digital Personal Data Protection Act, 2023

You can directly paste and customize this for your website.

Customer Care & Grievance Redressal Policy

1. Customer Support Contact Details

In compliance with applicable Indian laws, we provide the following customer support channels:

• 📧 Email: support@yourwebsite.com
• 📞 Customer Care Number: +91-9177828264
• 🕒 Working Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST

Customers may contact us for:

• Order tracking
• Returns & refunds
• Cancellation requests
• Payment issues
• Product complaints
• General queries

2. Grievance Officer Details (Mandatory)

As required under the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer.

Name: [Anupama]
Email: grievance@gmail.com
Contact Address: [Office Address]

Complaint Handling Timeline:

• Acknowledgement within 48 hours
• Resolution within 30 days from date of receipt

Customers may submit complaints via email or written communication.

3. Complaint Registration Process

To register a complaint, please provide:

• Order ID
• Registered mobile number/email ID
• Description of issue
• Supporting images (if applicable)

You will receive a complaint reference number for tracking.

4. Refund & Return Assistance

Customer care will assist with:

• Return pickup scheduling
• Refund status updates
• Replacement processing

Refunds will be processed as per our Return & Refund Policy and credited to the original payment method unless otherwise agreed.

5. Escalation Mechanism

If your issue is not resolved satisfactorily:

Level 1: Customer Support
Level 2: Grievance Officer
Level 3: Appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019

6. Data Protection & Privacy

All customer information shared with our support team is handled in accordance with the Digital Personal Data Protection Act, 2023.

We:

• Use customer data only for resolving queries
• Do not misuse or sell personal information
• Maintain reasonable security safeguards

7. Prohibited Requests

Customer care will not:

• Ask for OTPs
• Ask for CVV or full card details
• Request passwords

If anyone claiming to represent us asks for such details, please report immediately.

8. Transparency & Fair Practices

In accordance with the Consumer Protection Act, 2019:

• No hidden charges
• No misleading representations
• No unfair trade practices
• Clear communication of policies