No. 01Overview
Serenity Horizon Private Limited believes every customer concern deserves a clear, fair, and timely response. This page details the formal grievance redressal mechanism we have established in accordance with:
- Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
- Consumer Protection (E-Commerce) Rules, 2020
- Digital Personal Data Protection Act, 2023
No. 02Grievance Officer
Name: Rohit
Designation: Grievance Officer
Email: grievance@serenitygarments.com
Phone: +91 88717 96715 (Mon–Sat, 10:00–19:00 IST)
Address: Serenity Horizon Private Limited, Second Floor, Office No. 201, Amar Darshan, Saket Nagar, Old Palasiya, Indore, Madhya Pradesh — 452001
No. 03When To Approach The Grievance Officer
Most queries are resolved promptly by our customer care team at support@serenitygarments.com. Please reach out to the Grievance Officer if:
- Your concern has not been resolved by our customer care team within 7 working days
- You have a privacy or data-protection concern under the DPDP Act
- You want to report unauthorised, illegal, or offensive content on the website
- You have a complaint about being misled by product information or pricing
- You have a refund or service-quality complaint that requires formal escalation
- You wish to report copyright or intellectual-property infringement
No. 04What To Include In Your Grievance
To help us process your complaint quickly, please include:
- Your full name and contact details (email and phone)
- Your Serenity Garments order number (if applicable)
- A clear description of the issue with dates and any prior ticket numbers
- Copies of any earlier correspondence with our customer care team
- Any supporting photographs, screenshots, or documents
- The resolution you are seeking
No. 05Resolution Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of grievance | Within 24 hours of receipt |
| Initial response with proposed resolution | Within 7 working days |
| Final resolution | Within 15 working days from receipt (per IT Rules, 2021) |
| Privacy-related grievances (per DPDP Act) | Within 30 days |
Some complex matters may take longer; in such cases we will keep you informed of progress at each step.
No. 06Escalation To External Forums
If you are not satisfied with the resolution from our Grievance Officer, you may escalate your complaint to:
- National Consumer Helpline: consumerhelpline.gov.in · 1915 (toll-free)
- Consumer Disputes Redressal Forum: local to your district, as per the Consumer Protection Act, 2019
- Data Protection Board of India: for grievances under the DPDP Act, 2023
- Indian Cybercrime Reporting Portal: cybercrime.gov.in for content-related concerns
No. 07Reporting Unlawful Content
If you believe content on this website is unlawful, harmful, copyright-infringing, or violates any provision of Indian law, please email the Grievance Officer with:
- The exact URL of the content
- The nature of the violation
- Proof of ownership (for IP claims)
- A statement that the information you provide is accurate
We will review and act in accordance with Rule 3(2) of the IT Rules, 2021. Compliant takedowns are completed within 36 hours.
No. 08Confidentiality
All grievances are treated confidentially. Information shared in the course of a grievance is not used for any purpose other than resolving your concern.
No. 09Governing Law
This grievance redressal mechanism is governed by the laws of India. Disputes are subject to the exclusive jurisdiction of the courts at Indore, Madhya Pradesh.
Questions?
We’re available Monday through Saturday, 10:00 to 19:00 IST.
Customer support: support@serenitygarments.com · +91 88717 96715
Grievance Officer (Rohit): grievance@serenitygarments.com
Serenity Horizon Private Limited · GSTIN: 23ABPCS9121H1Z5 · Second Floor, Office No. 201, Amar Darshan, Saket Nagar, Old Palasiya, Indore, Madhya Pradesh — 452001