Grievance Policy

Timeless Legacy Collections Pvt Ltd (“we”, “us”, “our”, or “Company”) is committed to providing a fair, transparent, and accountable mechanism for grievance Redressal in accordance with applicable Indian laws and industry best practices.

This Grievance Redressal Policy ensures that:

  • Customer issues are addressed promptly and professionally
  • Auction-related complaints are handled with procedural fairness
  • Compliance obligations under the Consumer Protection (E-Commerce) Rules, 2020 and IT Rules are met

This Grievance Redressal Policy outlines the procedure for users to report complaints and the timeline within which they can expect a resolution.

1. Scope of Grievance Handling

You may raise a grievance or complaint about the following:

  • Issues related to delayed or failed deliveries
  • Quality or condition of the products received
  • Auction-related disputes (non-issuance of invoice, delay in payment processing, etc.)
  • Refunds, returns, or cancellations
  • Unauthorized use of your account or personal data
  • Website errors or technical problems
  • Breach of terms or unethical behaviour on the platform
  • Any other consumer-related concern

2. Grievance Officer Details (As per Rule 4(1) (d) of E-Commerce Rules, 2020)

Name: [To be updated]
Designation: Grievance Officer
Email: pastfindsindia@gmail.com
Phone: +91-9971940579
Working Hours: Monday to Friday, 10:00 AM to 6:00 PM
Official Address: [To be updated]

3. How to Lodge a Complaint

You may register your complaint via any of the following channels:

  • Email: Send a detailed message to pastfindsindia@gmail.com with your order ID, registered contact information, and nature of the complaint.
  • Phone: Contact our support team at +91-9971940579 during working hours.
  • Contact Form (once website is live): Use the “Contact Us” or “Raise a Complaint” section available on our website.

For faster resolution, please include:

  • Full Name
  • Registered Email ID / Mobile Number
  • Order Number / Transaction ID (if applicable)
  • Description of the issue
  • Any supporting evidence (e.g., screenshots, photographs, unboxing video)

4. Complaint Handling Timeline

  • Acknowledgment: We will acknowledge your complaint within 48 hours of receipt.
  • Resolution: A final response will be provided within 15 working days from the date of receipt, unless an extension is warranted due to the complexity of the issue.

We strive to resolve all complaints at the first level of contact. If further escalation is necessary, it will be internally reviewed by a senior member of our compliance team.

5. Escalation (Optional)

If you are not satisfied with the resolution provided, you may request a formal escalation to higher management or regulatory authorities such as:

  • The District Consumer Forum, or
  • File a grievance through the National Consumer Helpline (NCH) or Central Consumer Protection Authority (CCPA)

6. Record Retention

All grievances, resolutions, and related communications will be logged and stored securely for a minimum of 3 years or as otherwise required by law, for audit and compliance purposes.

7. User Cooperation

We expect customers to:

  • Lodge complaints in good faith
  • Provide accurate and complete details to facilitate prompt resolution
  • Refrain from misuse or repeated false complaints

8. Policy Updates

We reserve the right to amend this Grievance Redressal Policy to comply with legal requirements or business needs. Any Updates will be published with a revised effective date, and continued use of our platform will imply acceptance.

9. Contact Us

For queries related to this Disclaimer or the use of our platform:

Timeless Legacy Collections Pvt Ltd
Email: pastfindsindia@gmail.com
Phone: +91-9971940579