Grievance redressal

If something has gone wrong, a person will read it.

We are a small studio, not a call centre. Every complaint that arrives here is read by someone who can actually do something about it. This page sets out who that is, how quickly we will come back to you, and where to go if we have not put things right.

Grievance Officer

As an e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020 — and to the extent we qualify as an intermediary under the Information Technology Act, 2000 and the Rules made under it in 2021 — our Grievance Officer is our appointed Grievance Officer, reachable at team@beloven.store.

How quickly we respond

We acknowledge every grievance within 24 hours of receiving it, and we aim to resolve it within 15 days — and in any event within one month, as the applicable rules require. If a resolution is going to take longer than expected, we will tell you why rather than go quiet.

What to include

So we can act rather than ask you questions for a week, please include your order ID, what happened and when, any photographs or screenshots that show the problem, and — most usefully — what you would like us to do about it. If it concerns a specific story, the link or the card helps.

Reporting content or misuse

Some reports are not about an order at all, and these matter to us just as much. Tell us straight away if a Beloven story contains your photographs or personal details without your consent, impersonates you or someone else, is being used to harass someone, or contains unlawful content. Tell us too if a card you were given points somewhere it should not.

You do not need to be a customer to report this, and you do not need an order ID. We investigate these reports as a priority and can restrict or take down a story while we do. The content rules themselves are in our terms.

Privacy and data requests

Requests to access, correct or delete your personal data, or to withdraw consent, are handled through the same route — see our privacy policy for what we hold and what you are entitled to under the Digital Personal Data Protection Act, 2023.

Order-specific problems

If your issue is a cancellation, refund, delivery or a faulty card, the quickest route is usually the relevant policy page first: cancellation & refunds, shipping & delivery or warranty. You are welcome to come straight here instead — nothing requires you to try support first.

If we have not resolved it

If you are not satisfied with our response, you can escalate to the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or approach the consumer commission with jurisdiction over you.

Nothing on this page, or anywhere else on this site, limits your rights under the Consumer Protection Act, 2019 or any other law that applies to you.