Last Update : 22 September 2026
PINKZERA is committed to handling customer complaints fairly and promptly. This policy explains how to raise a concern, contact our grievance officer and seek further assistance.
PINKZERA is a sole proprietorship owned and operated by Narayani Gadri, serving customers through pinkzera.com.
1. Matters covered
You may raise a grievance concerning:
- Products that are damaged, defective, incorrect or materially different from their descriptions.
- Order processing, delivery delays or non-delivery.
- Cancellations, returns, refunds, payments or charges.
- Customer service or information displayed on our website.
- The handling of your personal information.
Submitting a complaint through our grievance process is free.
2. Customer support
For assistance with an order or another concern, contact:
Email: wecare@pinkzera.com
Phone and WhatsApp: +91 9352166207
Support days: Monday to Saturday
Please include your order number where available. If you contact us by email, a helpful subject line is:
Complaint — [Order Number or Brief Description]
You may also contact our grievance officer directly. Contacting customer support first is not a condition for escalating a complaint.
3. Grievance officer
For an unresolved complaint, an escalation or a privacy concern, contact:
Name: Mahaveer Gadri
Designation: Grievance Officer
Phone: +91 9602913824
Email: wecare@pinkzera.com
Please mark your email “For the attention of Mahaveer Gadri — Grievance”.
Correspondence address:
PINKZERA
House No. 84, Gadri Khera, Block Mandal, District Bhilwara, Rajasthan 311403, India.
4. Information to include
To help us investigate, please provide, where available:
- Your name and a contact email address or mobile number.
- Your order number or relevant transaction reference.
- A description of the problem and when it occurred.
- Relevant photographs, payment confirmations or previous correspondence.
- The resolution you are requesting.
We may ask for additional information reasonably necessary to investigate. An unboxing video is not mandatory to raise a complaint.
Please do not send your OTP, UPI PIN, card security code, banking password or unrelated identity documents.
5. Acknowledgement and resolution timelines
Acknowledgement: We will acknowledge receipt of a consumer complaint within 48 hours.
Resolution: We will redress the complaint as soon as reasonably possible and within one month from its original receipt. Where applicable law or a payment-provider requirement imposes a shorter deadline, we will follow that deadline.
The 48-hour acknowledgement period includes weekends. Our Monday-to-Saturday support schedule does not extend this requirement.
Escalating a complaint internally does not restart the acknowledgement or resolution period. We will request any necessary additional information promptly and keep you informed about the investigation.
6. How we handle complaints
We will review the information you provide and, where necessary, check relevant order, payment, delivery or support records. We may coordinate with the delivery partner or payment provider involved.
We will communicate our findings and the proposed resolution. Depending on the circumstances, the resolution may include correcting information, arranging delivery assistance, processing an eligible cancellation or refund, or providing another appropriate remedy.
If we cannot accept a requested remedy, we will explain the reasons. You may ask the grievance officer to review the response and consider any additional relevant information.
This grievance process does not extend a refund deadline already applicable to your order or reduce your statutory rights.
7. Privacy complaints
You may contact Mahaveer Gadri at the details above to raise concerns about your personal information or request assistance with a privacy request.
Complaint information will be handled in accordance with our Privacy Policy. We will use the information needed to investigate and respond, coordinate with relevant service providers where necessary, and meet applicable legal requirements.
We may request proportionate information to verify your identity before disclosing or changing personal records.
8. External assistance and your rights
You may seek assistance from the National Consumer Helpline:
Telephone: 1915
Website: consumerhelpline.gov.in
You may also approach a competent consumer commission, regulator or court, or use any other remedy available under applicable law.
For payment-related concerns, you may contact the relevant bank or payment provider through its complaint process. PINKZERA remains responsible for addressing concerns relating to its products and order fulfilment.
You do not have to complete our internal escalation process before exercising a legal right. Nothing in this policy restricts your statutory remedies.
9. Policy updates
We may update this policy to reflect changes in our contact details, complaint-handling process or applicable requirements. The revised version will be published on our website with an updated effective date.
Changes will not remove rights or commitments applicable to a complaint already received.