Effective Date: 31 July 2026
Last Updated: 31 July 2026
Heerika Fabrics is committed to addressing customer grievances in a fair, transparent and timely manner.
The grievance timelines below reflect the Consumer Protection (E-Commerce) Rules framework: acknowledgement within 48 hours and redressal ordinarily within one month.
1. Grievance Officer
Name: Nitin Jain
Designation: Proprietor and Grievance Officer
Business: Namo Textiles, trading as Heerika Fabrics
Address: 1369, Katra Leshwan, Chandni Chowk, Delhi – 110006
Email: care@heerikafabrics.com
Telephone/WhatsApp: +91 9073637150
Working hours: Monday to Saturday, 11:00 a.m. to 8:00 p.m.
2. Matters covered
A grievance may relate to:
- Order processing;
- Payment;
- COD booking amount;
- Product description;
- Delivery;
- Damaged or incorrect product;
- Missing component;
- Refund;
- Cancellation;
- Account or privacy concern;
- Website content;
- Customer support;
- Review moderation; or
- Another transaction-related matter.
3. First-level customer support
Customers should initially contact:
Email: care@heerikafabrics.com
Telephone/WhatsApp: +91 9073637150
Many operational matters can be resolved at customer-support level.
4. Escalation to the Grievance Officer
Where the matter remains unresolved, the customer may escalate it by using the subject line:
“Grievance Escalation – Order [Order Number]”
The complaint should include:
- Full name;
- Order number;
- Registered telephone number;
- Registered email;
- Nature of grievance;
- Relevant dates;
- Previous communication;
- Photographs, video or documents;
- Requested resolution; and
- Any other relevant information.
5. Acknowledgement
We aim to acknowledge receipt of a grievance within 48 hours.
An acknowledgement does not mean that the grievance has been accepted or finally resolved.
6. Resolution period
We will endeavour to resolve the grievance within one month from receipt.
Certain matters may require information from couriers, banks, payment providers or other third parties. Where additional time is reasonably required, we will attempt to keep the customer informed.
7. Investigation process
Depending on the complaint, we may:
- Verify order records;
- Review customer communication;
- Inspect photographs or videos;
- Contact the courier;
- Contact the payment processor;
- Request additional information;
- Inspect a returned product; or
- Consult relevant internal records.
8. Customer cooperation
The customer should provide accurate information and cooperate with reasonable verification requests.
Delay in providing evidence may delay resolution.
9. Possible outcomes
Depending on the circumstances, the outcome may include:
- Explanation or clarification;
- Order update;
- Correction of information;
- Replacement;
- Exchange;
- Refund;
- Re-shipment;
- Account correction;
- Removal or amendment of content; or
- Rejection with reasons.
10. Privacy grievances
Privacy-related requests or grievances may include:
- Correction;
- Updating;
- Erasure;
- Marketing opt-out;
- Consent withdrawal;
- Account concern; or
- Unauthorised-data-use complaint.
Such requests should be sent to care@heerikafabrics.com with the subject:
“Privacy Grievance”
Identity verification may be required.
11. Fraudulent or abusive complaints
We may decline or limit engagement with complaints that are:
- Knowingly false;
- Fraudulent;
- Abusive;
- Threatening;
- Repetitive without new information; or
- Unrelated to Heerika Fabrics.
This does not limit a genuine customer’s legal rights.
12. External remedies
Customers may use remedies available under applicable Indian law, including appropriate consumer-dispute redressal mechanisms.
The customer is encouraged to complete the internal grievance process first, where reasonably possible, so that we have an opportunity to resolve the concern.
13. Records
We may retain grievance records for customer service, compliance, fraud prevention, legal claims and operational improvement.
14. Governing law
This policy is governed by Indian law.
Subject to applicable consumer-forum jurisdiction, disputes may be subject to competent courts and forums in Delhi.