Grievance Redressal
- Effective:
- 22 August 2026
- Last updated:
- 22 August 2026
- Version:
- 1.0
If something has gone wrong with an order, a digital download, a refund or your personal data, start with customer support. If it is not resolved to your satisfaction, escalate it to the Grievance Officer named below.
1. Step one — customer support
- Email: [CUSTOMER SUPPORT EMAIL — TO BE PROVIDED]
- Phone: [CUSTOMER SUPPORT PHONE — TO BE PROVIDED]
- Hours: [SUPPORT HOURS — TO BE PROVIDED]
Please include your order number, the item concerned, what went wrong and photographs where relevant.
2. Step two — Grievance Officer
- Name: [GRIEVANCE OFFICER NAME — TO BE PROVIDED]
- Designation: [GRIEVANCE OFFICER DESIGNATION — TO BE PROVIDED]
- Email: [GRIEVANCE OFFICER EMAIL — TO BE PROVIDED]
- Address: [GRIEVANCE CORRESPONDENCE ADDRESS — TO BE PROVIDED]
- Business entity: [LEGAL BUSINESS NAME — TO BE PROVIDED], operating the brand GK Smart Book
3. What to include
- Your name and the email address or phone number on the order
- Order number (for example the ID shown on your order page)
- Complaint category (see below) and a clear description of the issue
- Dates, payment reference and any earlier support ticket or email thread
- Photographs or screenshots supporting the complaint
4. Complaint categories
- Order not delivered, delayed or returned to origin
- Damaged, defective, wrong or missing item
- Refund not received or incorrect refund amount
- Payment debited but the order shows unpaid
- Digital book not accessible, corrupt or wrong file
- Account access, login or data-related request
- Copyright or piracy complaint
- Seller or publisher application query
5. Acknowledgement and resolution
Complaints are acknowledged and resolved within the timelines applicable under the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000 and its rules, and — for personal-data complaints — the Digital Personal Data Protection Act, 2023. We will tell you the outcome and the reason for it.
6. External escalation
- Consumer complaints: National Consumer Helpline (1915) or consumerhelpline.gov.in, and the consumer commissions under the Consumer Protection Act, 2019.
- Personal-data complaints: the Data Protection Board of India, after first raising the matter with our Grievance Officer.
- Payment disputes: your bank or UPI provider, and the RBI ombudsman scheme where applicable.
Bracketed details are business information the store owner must supply before launch; they are intentionally left blank rather than guessed.