Grievance Redressal

Policy: Grievance Redressal Mechanism & Officer Details
Applies to: All users of Horeka Quick, Horeka Discover and Horeka Bulk
Version: 1.0  |  Effective: 7 August 2026  |  Last updated: 7 August 2026

Horekaa Technocon Private Limited (“Horeka“, “we”, “us”) operates https://horeka.co as an electronic commerce marketplace. This page is published in compliance with:

• Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020;
• Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
• Section 13 of the Digital Personal Data Protection Act, 2023 (for data-protection grievances); and
• The Consumer Protection Act, 2019.

1. How to raise a complaint

We operate a three-tier escalation process. Please begin at Level 1 — most issues are resolved there within a single working day.

All three levels are reached at the same email address, [email protected]. What determines the level is the subject line, which routes your complaint to the right person and starts the corresponding response clock. Please use the exact prefix shown for each level.

Level 1 — Customer Support

Please quote your Order ID in all correspondence. For product issues, attach photographs of the item and its packaging.

Level 2 — Nodal Officer

If Level 1 has not resolved your complaint, or you have not received a response within 3 working days, escalate here.

Level 3 — Grievance Officer

In accordance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the IT Rules, 2021, the following officer is designated to receive and redress grievances:

2. Statutory response timelines

We commit to the following timelines, which are the stricter of our internal targets and those prescribed by law:

Every complaint is assigned a unique ticket reference on acknowledgement. You may request a status update at any time by replying to the acknowledgement email with your ticket reference.

3. What to include in your complaint

To help us resolve your issue on first contact, please provide:

1. Your registered mobile number or email address;
2. The Order ID, or the seller name and product URL;
3. A clear description of the issue and the outcome you are seeking;
4. Supporting evidence — photographs, screenshots, or the delivery packaging where relevant;
5. Any prior ticket reference, if you are escalating.

4. Complaints about a seller on Horeka Discover

Horeka operates as a marketplace. Where your purchase was made from an independent seller through Horeka Discover, the contract of sale is between you and that seller, and returns and replacements follow that seller’s own published policy.

You may nevertheless raise the complaint with us. We will:

• Forward your complaint to the seller and require a response;
• Track the complaint through our escalation process;
• Apply our Seller Performance, Suspension & Appeals Policy where a seller fails to respond or repeatedly generates valid complaints; and
• Facilitate a resolution, including withholding settlement to the seller where appropriate under the Seller Agreement.

We do not, however, assume the seller’s contractual liability for the goods. See our Marketplace Disclosure for a full explanation of the respective roles.

5. External escalation — your statutory rights

Nothing in this policy limits your rights under Indian law. If you are not satisfied with our resolution, you may approach:

6. Records and reporting

We maintain a register of all grievances received, the action taken and the time to resolution. Where required by the IT Rules, 2021 or by any competent authority, we publish or furnish periodic compliance reports on grievances received and actioned.

7. Company details