This Consumer Grievance Redressal Policy (“Policy”) is issued in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and applies to all users of (“Website”) operated by Prakriti Farms Private Limited (“Company”, “we”, “us”, “our”).

1. Objective

The objective of this Policy is to:

• Provide a transparent and efficient mechanism for addressing consumer grievances

• Ensure timely resolution of complaints

• Comply with applicable Indian consumer protection laws

2. Scope

This Policy applies to grievances relating to:

• Orders placed on the Website

• Product quality, packaging, or delivery issues

• Payments, refunds, or cancellations

• Website experience or service-related concerns

3. Grievance Redressal Officer

As required under Indian law, the Company has appointed a Grievance Redressal Officer.

Working Hours: Monday to Friday, 10:00 AM – 6:00 PM (excluding public holidays)

4. How to Raise a Grievance

Consumers may raise grievances by:

• Sending an email to

• Calling the customer support number

• Writing to the registered office address

Please include the following details:

• Order ID / Transaction reference

• Registered email ID or contact number

• Description of the grievance

• Supporting documents or images, if any

5. Acknowledgement of Grievance

• All grievances will be acknowledged within 48 hours of receipt

• A reference number will be provided for tracking

6. Resolution Timeline

• The Company shall make best efforts to resolve grievances within 15 working days, as mandated under the Consumer Protection (E-Commerce) Rules, 2020

• In complex cases, additional time may be required, and the customer will be informed accordingly

7. Escalation Mechanism

If a consumer is not satisfied with the initial resolution, the grievance may be escalated by replying to the acknowledgment email or by contacting the Grievance Redressal Officer directly.

8. Consumer Rights

This Policy does not limit or waive any rights available to consumers under:

• Consumer Protection Act, 2019

• Applicable rules, regulations, or guidelines issued by Indian authorities

Consumers retain the right to approach appropriate consumer forums or authorities.

9. Exclusions

This Policy does not cover:

• Issues arising from misuse of products

• Complaints raised beyond reasonable timelines without valid justification

• Matters outside the scope of the Company’s control

10. Record Maintenance

The Company shall maintain records of all consumer grievances and actions taken, in compliance with applicable laws.

11. Modification of Policy

The Company reserves the right to amend this Policy at any time. Any changes will be effective upon posting on the Website.

12. Contact Details

For any grievance or escalation, please contact: