Consumer Grievance Redressal

1. Overview

AURA Commerce maintains a consumer-grievance process for complaints relating to the AURA platform and for consumer issues requiring coordination through the platform.

The applicable Merchant remains the seller of the goods or services purchased by a customer and retains its substantive seller obligations. AURA's grievance process does not transfer those obligations to AURA, but AURA may assist with platform records, technical issues, escalation and coordination where appropriate.

2. Submit a Grievance

Email support@auracommerce.co.in with the subject Consumer Grievance.

Please include enough information to identify and investigate the issue, such as the Merchant/store name, relevant order or payment reference, registered mobile number or email where applicable, a description of the issue and any relevant supporting information.

When a grievance is recorded, AURA will provide a complaint reference that can be used in correspondence to track its status. AURA will also provide the complainant with a copy of the complaint as recorded by the Grievance Officer.

3. Grievance Officer

Name: Kanupriya Sharma
Designation: Consumer Grievance Officer
Email: support@auracommerce.co.in
Phone: +91 8920538618

Operator: AADHARAV Technologies Private Limited
Principal geographic address: 1B-012, Tower-1, GC Grand, Vaibhav Khand, Indirapuram, Ghaziabad - 201010, Uttar Pradesh, India
Website: auracommerce.co.in

4. Response & Redressal

AURA will acknowledge receipt of a consumer grievance within forty-eight (48) hours of receipt and will seek to redress the grievance within one month from the date of receipt, subject to applicable law.

If resolution requires information or action from the applicable Merchant, payment provider or another third party, AURA may coordinate with that party while continuing to track the grievance through the applicable process.

5. Merchant-related Complaints

For complaints concerning a Merchant's goods or services, delivery, fulfilment, return, cancellation, warranty or seller-level refund decision, the Merchant remains the seller responsible for the underlying customer transaction.

Customers may contact the Merchant using the contact information shown on its storefront or order. AURA may also receive and route a consumer grievance where platform involvement, records, escalation or coordination is required.