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Diana Luxury

Grievance Redressal

DIANA LUXURY — GRIEVANCE REDRESSAL

Last Updated: 12 October 2026

  • Introduction

At DIANA LUXURY, we are committed to providing our customers with a reliable, transparent, and customer-focused shopping experience.

If you have any complaint, concern, or grievance relating to your purchase, order, delivery, payment, product, return, exchange, refund, account, website, or any other service provided by DIANA LUXURY, you may contact us through the grievance redressal mechanism described below.

This page explains how you can submit a grievance and how DIANA LUXURY will handle it.

  • Grievance Officer

In accordance with applicable requirements, DIANA LUXURY has designated the following person to handle consumer grievances:

Name: Bhavya Soni

Designation: Manager

Email: dianaluxuryny@gmail.com

Grievance Address

DIANA LUXURY

Diana Luxury, A3 Store, Ground Floor, Palika Bazar,

Swage Farm Rd, Shiva Colony, Goverdhan Colony,

Sodala, Jaipur, Rajasthan 302019, India

  • What Is a Grievance?

A grievance may include a complaint or concern relating to matters such as:

- Product quality or condition

- Wrong product received

- Defective, broken, or damaged product

- Product not matching the confirmed order

- Size or fitting issues

- Return or exchange requests

- Refund-related concerns

- Order cancellation

- Payment-related issues

- COD-related concerns

- Shipping or delivery issues

- International order issues

- Store pickup issues

- Warranty or guarantee concerns

- Account-related issues

- Website-related problems

- Promotional or coupon-related concerns

- Privacy-related concerns

- Any other genuine concern relating to DIANA LUXURY's products or services

  • How to Submit a Grievance

Customers may submit a grievance by contacting us at:

Email: dianaluxuryny@gmail.com

To help us investigate and resolve your grievance efficiently, please provide, where applicable:

- Full name

- Registered mobile number

- Registered email address

- Order number

- Date of order

- Product name

- Nature of the complaint

- Details of the issue

- Relevant photographs or videos

- Payment information or transaction reference, where relevant

- Any previous communication relating to the issue

- Any other supporting information that may help us investigate the matter

Please do not send passwords, OTPs, complete card numbers, CVV numbers, PINs, or other sensitive payment credentials by email.

  • Acknowledgement of Grievance

Once a grievance is received, DIANA LUXURY will acknowledge the grievance and initiate the appropriate review process.

Where additional information or documents are required, we may contact the customer to obtain the information necessary to investigate the matter.

  • Review and Investigation

Depending on the nature of the grievance, DIANA LUXURY may review:

- Order records

- Payment records

- Shipping and delivery records

- Product information

- Photographs or videos submitted by the customer

- Return or exchange records

- Courier information

- Customer communications

- Account information

- Applicable warranty or guarantee terms

- Other relevant records

For product-related complaints, DIANA LUXURY may require the product to be returned for inspection where appropriate.

  • Resolution of Grievances

After reviewing the grievance and available information, DIANA LUXURY will take appropriate action in accordance with:

- The applicable DIANA LUXURY policy

- The relevant order and product terms

- Applicable law

- The circumstances of the particular case

Depending on the issue and applicable terms, the resolution may include, where applicable:

- Clarification or explanation

- Replacement

- Exchange

- Repair

- Replating

- Refund

- Store Credit

- Correction of an order or account issue

- Other appropriate resolution

A resolution offered under a DIANA LUXURY policy will not be intended to exclude or limit any mandatory rights available to a consumer under applicable law.

  • Grievances Relating to Returns, Exchanges and Refunds

If your grievance relates to a return, exchange, or refund, please provide your order number and explain the issue clearly.

The applicable Return, Exchange, and Refund Policies will be considered while reviewing the grievance.

Where a product-related dispute requires inspection, DIANA LUXURY may request photographs, videos, or physical inspection of the product.

For wrong, defective, broken, or damaged product claims, any evidence required under the applicable return or exchange policy may also be considered.

  • Payment-Related Grievances

For payment-related grievances, DIANA LUXURY may verify the transaction with the relevant payment service provider.

Customers may be asked to provide the transaction reference, order number, date, amount, and other relevant details.

Do not provide your complete card number, CVV, PIN, password, or OTP to DIANA LUXURY or any person claiming to represent DIANA LUXURY.

  • Shipping and Delivery Grievances

If your grievance relates to shipping or delivery, we may verify:

- Order status

- Dispatch information

- Tracking information

- Courier records

- Delivery attempts

- Delivery confirmation

- Address information

- Return-to-origin status, where applicable

The applicable Shipping Policy will be considered while reviewing the grievance.

  • International Grievances

For international orders, the grievance may also involve:

- International courier services

- Customs authorities

- Import duties

- Clearance charges

- Destination-country restrictions

- International return shipping

- Local delivery issues

Such matters may require additional time or information from third-party service providers or authorities.

  • Privacy-Related Grievances

If your grievance relates specifically to personal information, privacy, account deletion, correction of personal information, consent, or marketing communications, you may contact:

Privacy Email: dianaluxuryny@gmail.com

Privacy-related requests will be handled in accordance with our Privacy Policy and applicable data-protection requirements.

  • Customer Cooperation

Customers are requested to provide accurate and complete information and cooperate reasonably with any investigation.

Providing false information, intentionally misleading evidence, tampering with products, or attempting to misuse the grievance process may affect the review of the complaint and may result in appropriate action in accordance with applicable policies and law.

  • Escalation

If you believe that your grievance has not been adequately resolved, you may reply to the communication received from DIANA LUXURY or contact the Grievance Officer again with the relevant order and complaint details.

We will review the matter and determine whether further action is appropriate.

Nothing in this grievance process limits any rights or remedies available to a consumer under applicable law.

  • External Consumer Grievance Mechanisms

Customers may also have access to external consumer grievance mechanisms available under applicable law.

The National Consumer Helpline (NCH) operated by the Department of Consumer Affairs provides a pre-litigation consumer grievance mechanism. The current NCH contact number is 1915, and the Department also provides other channels including WhatsApp, email, web portal, and the NCH app.

Customers may use such mechanisms where appropriate.

  • No Waiver of Legal Rights

Nothing in this Grievance Redressal Policy is intended to:

- Remove any mandatory consumer right

- Restrict a customer's legal remedies

- Prevent a customer from approaching an appropriate authority

- Exclude any right that cannot lawfully be excluded

Where applicable law provides a consumer with a right or remedy that is different from this policy, the applicable law will prevail.

  • Changes to This Grievance Redressal Policy

DIANA LUXURY may update this Grievance Redressal Policy from time to time to reflect changes in our business processes, website, services, or applicable legal requirements.

The updated version will be published on this page with the revised “Last Updated” date.

  • Contact Information

DIANA LUXURY

Diana Luxury, A3 Store, Ground Floor, Palika Bazar,

Swage Farm Rd, Shiva Colony, Goverdhan Colony,

Sodala, Jaipur, Rajasthan 302019, India

Grievance Officer: Bhavya Soni

Designation: Manager

Grievance Email: dianaluxuryny@gmail.com

Website: https://www.dianaluxury.com/