Step one
Talk to support.
Most problems are fixed in one conversation. Reach us from Your orders, or write to support-care@dejoiy.com. You get a ticket number straight away.
Grievance redressal
How to raise a complaint, our response times, and how to reach our Grievance Officer.
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The full policy
At a glance
- Start with support: every complaint gets a ticket number.
- Escalate to our Grievance Officer with your ticket number.
- We acknowledge within 48 hours and resolve within one month.
- You can also contact the National Consumer Helpline on 1915.
Step 1: Contact support
For order issues, start from Your orders so we have all the details. You can also write to support-care@dejoiy.com or call [Support phone], Monday to Saturday, 10 am to 7 pm. Every complaint gets a ticket number so you can follow it.
Step 2: Escalate to the Grievance Officer
If you are not satisfied with the support response, or 7 days pass without a resolution, write to our Grievance Officer with your ticket number and a short description. Under the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, our Grievance Officer is:
[Grievance Officer name]
[Legal entity name]
[Registered office address]
Email: legal@dejoiy.com
Phone: [Grievance Officer phone]
Hours: Monday to Saturday, 10 am to 7 pm
Our response times
| Step | Timeline |
|---|---|
| Acknowledge your grievance | Within 48 hours |
| Resolve your grievance | Within one month of receipt |
| Act on unlawful content reported to us | As set by the IT Rules |
We keep you updated and tell you the outcome with reasons.
Step 3: Outside help
You can contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or approach the consumer commission for your area under the Consumer Protection Act, 2019. For personal data complaints, after using our grievance process you can approach the Data Protection Board of India.
What to include
- Your name and registered email or phone.
- Order ID or ticket number.
- What happened, with dates.
- Photos, screenshots or documents that help.
- What resolution you are asking for.
Questions people ask
How long will a complaint take?
We acknowledge within 48 hours and resolve within one month at most. Most are resolved much sooner.
Can I complain about a seller?
Yes. Start from the order or write to support. We act on seller issues under our Seller policy.
This policy is part of the dejoiy Terms of use. It does not limit any rights you have under Indian consumer law.
Still stuck? A human will help.
Write to support-care@dejoiy.com or call [Support phone], Monday to Saturday, 10 am to 7 pm. Every message gets a ticket number.
Grievance Officer
[Grievance Officer name]
legal@dejoiy.com · [Grievance Officer phone]
We acknowledge within 48 hours and resolve within one month.