If something has gone wrong with an order, a product or our service, we want to know so that we can put it right. This page explains how to raise a complaint with IndiasBuy, what to include, how quickly we respond and how to escalate if you are not satisfied.
How to raise a complaint
You can contact us through any of these channels:
- Support request form: fill in our support request form with your order details.
- Email: ing.bharatbuy@gmail.com
- WhatsApp: +91 73517 83062
Our support hours are Monday to Saturday, 9 AM to 6 PM IST. Complaints received outside these hours are taken up when support hours resume.
What to include
- Your name, and the email address or phone number used for the order
- Your order number
- The product concerned
- A clear description of the problem and when it happened
- Photos or videos that show the issue; for damaged, wrong or missing items, a continuous unboxing video starting from the first cut of the sealed shipping package is required
- The date of any earlier message to us about the same issue
- The outcome you are looking for, such as a replacement, a refund or help with a warranty repair
Please do not share card numbers, OTPs, PINs or passwords. We will never ask for them.
Timelines
In line with the Consumer Protection (E-Commerce) Rules, 2020, we follow these timelines:
| Stage | What to expect |
|---|---|
| Acknowledgement | We acknowledge your complaint within 48 hours of receiving it. |
| Resolution | We aim to resolve your complaint within one month from the date we receive it. |
| Updates | If we need more information from you, or the case depends on a courier partner or a brand's service centre, we will tell you what is pending. |
The time limits in our policies still apply. For example, return and replacement requests must be made within 7 days of delivery, as set out in our returns, replacement and refund policy.
Escalation
If you are not satisfied with the response from our support team, or you have not received an acknowledgement within 48 hours, you can escalate your complaint to:
Grievance Officer, IndiasBuy
Email: ing.bharatbuy@gmail.com
Hours: Monday to Saturday, 9 AM to 6 PM IST
Use a subject line such as "Grievance: [your order number]" and mention the date of your first complaint. The Grievance Officer will review the case, including earlier communication, and reply with a decision or the next steps.
External options
You can also seek help outside IndiasBuy:
- National Consumer Helpline: call the toll-free number 1915, or register your grievance online at consumerhelpline.gov.in.
- Consumer Commission: you have rights under the Consumer Protection Act, 2019, including the right to file a complaint before the appropriate Consumer Commission.
We recommend contacting us first so that we can look into your order directly. This does not affect your right to use these options at any time.
Related help
- Warranty: typically 6–12 months, provided by the brand or by IndiasBuy depending on the product. For brand warranties, we help you with repairs through the brand's authorised service centres.
- Cancellation policy: orders can be cancelled within 24 hours of placing them.
Raise a support request
Tell us what happened and we will reply by email or WhatsApp. Average answer time: within 24 hours (Monday–Saturday, 9 AM–6 PM IST).