Grievance Redressal

01

Grievance Officer

02

What to include

Provide your name and contact details, the relevant order or request ID where applicable, a clear description of the grievance, the relief requested, and supporting evidence. This helps PillRocket identify the issue and route it appropriately.

03

Consumer marketplace grievances

Under the Consumer Protection (E-Commerce) Rules, 2020, the e-commerce grievance mechanism must acknowledge a consumer complaint within 48 hours and redress it within one month, subject to the nature of the complaint and applicable law.

04

Intermediary grievances

Where a complaint falls within PillRocket’s obligations as an intermediary under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as updated through 2026, the applicable intermediary grievance timeline will apply: the general rule requires acknowledgement within 24 hours and resolution within 7 days, with shorter timelines for specified categories of complaints.

05

Privacy and customer support