Legal & Compliance

Grievance Redressal

In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021, Xelnova has appointed a dedicated Grievance Officer to address concerns from our customers and sellers.

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Grievance Officer

As per Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020

Grievance Officer: Mr. Aman Kumar
Email: grievance@xelnova.in
Phone: +91 9259131155
Working Hours: Mon–Sat, 10:00 AM – 6:00 PM IST
Postal Address: Xelnova Private Limited, 122/1, Pole No - New Line, Sector No. 28, Bamnoli, Dwarka, New Delhi - 110077, India

Issues You Can Report

Order, delivery, payment, refund or return-related disputes
Seller misconduct, counterfeit or misleading product listings
Privacy, data protection or unauthorized account access concerns
Violation of platform Terms of Use or Seller Policies
Reporting of unlawful, offensive or infringing content
Any other grievance under the Consumer Protection Act, 2019

How to File a Grievance

1. Raise a Complaint

Send a detailed written complaint to grievance@xelnova.in. Please include your full name, registered email/phone, order ID (if applicable), and a clear description of the issue along with supporting documents or screenshots.

2. Acknowledgement

You will receive an acknowledgement with a unique grievance ticket number within 48 hours of receipt of your complaint.

3. Resolution Timeline

We make every effort to resolve all grievances within 15 working days from the date of receipt, in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021.

4. Escalation

If you are not satisfied with the resolution provided, or if the issue is not resolved within 30 days, you may escalate the matter to the National Consumer Helpline at 1915 or file a complaint at https://consumerhelpline.gov.in.