Contact Information and Grievance Redressal Policy

Last updated: 27 August 2026

This policy explains how customers and website visitors can contact TORE, submit a complaint or grievance, provide supporting information and request escalation.

It applies to concerns relating to the official TORE website, orders, payments, delivery, products, cancellations, returns, refunds, privacy and customer service.

1. Business and seller information

The TORE online store is operated by:

Legal seller: Mr. Jaimin Mavjibhai Solanki, Proprietor of TORE
Trading name: TORE
Website: Official TORE online store
Business address: 3, Shri Nand Nagar, Vejalpur, Ahmedabad, Gujarat 380051, India
Customer-support email: support@torekart.com
Customer-support phone: +91 99985 48868

2. Customer-support contact

For general enquiries and order assistance, contact:

Customer Support
Email: support@torekart.com
Phone: +91 99985 48868

Customer support may assist with:

• Product information;

• Order status;

• Payment confirmation;

• Address corrections requested before dispatch;

• Shipping and tracking;

• Cancellations;

• Returns and reverse pickup;

• Replacements;

• Refunds;

• Product-quality concerns;

• Product-use questions;

• Website issues; and

• Privacy requests.

The availability of a particular remedy is governed by the applicable TORE policy and Indian law.

3. Grievance Officer

TORE has designated the following person for consumer grievance redressal:

Grievance Officer: Wasim Sheikh
Designation: Grievance Officer – TORE
Email: support@torekart.com
Phone: +91 99985 48868

Postal address:
3, Shri Nand Nagar
Vejalpur, Ahmedabad
Gujarat 380051, India

The Grievance Officer is responsible for receiving, acknowledging, reviewing and coordinating the redressal of eligible consumer complaints.

4. When to submit a grievance

A customer may submit a grievance where an ordinary customer-support request has not resolved the concern or where the matter involves:

• Failure to receive an order;

• Material delivery delay;

• Incorrect delivery status;

• Damaged, leaking, defective or incorrect product;

• Missing item;

• Cancellation or return dispute;

• Delayed or incorrect refund;

• Unauthorized or duplicate transaction;

• Misleading or materially inaccurate product information;

• Suspected counterfeit or tampered product;

• Product-safety concern;

• Privacy or personal-data concern;

• Unsatisfactory handling of a previous complaint;

• Website accessibility or security concern; or

• Another matter involving the customer’s rights.

A customer may also address the initial complaint directly to the Grievance Officer.

5. How to submit a grievance

A grievance may be submitted by email, telephone or post using the contact details in this policy.

For email submissions, the recommended subject is:

“Grievance – Order [order number] – [brief issue]”

For example:

“Grievance – Order 1234 – Refund not received”

A grievance sent to TORE’s customer-support email will be treated as received by the business even if the customer does not separately address Wasim Sheikh by name.

6. Information to provide

To help TORE investigate efficiently, the grievance should include, where relevant:

• Customer’s full name;

• Order number;

• Registered email address or phone number;

• Delivery address;

• Product name and variant;

• Date of order and delivery;

• Tracking or transaction reference;

• Clear description of the issue;

• Resolution previously requested;

• Earlier correspondence with TORE;

• Photographs, videos or documents supporting the complaint; and

• Preferred contact method.

Do not send confidential credentials such as:

• UPI PIN;

• OTP;

• CVV;

• Card PIN;

• Internet-banking password; or

• Complete payment-card number.

TORE may request additional information reasonably necessary to identify the order, verify the requester or investigate the complaint.

7. Acknowledgement

TORE will acknowledge receipt of a consumer grievance within 48 hours after receiving it.

The acknowledgement may be sent by:

• Email;

• SMS;

• WhatsApp;

• Telephone; or

• Another contact method supplied by the customer.

An acknowledgement confirms that TORE has received the grievance. It does not by itself confirm that the requested remedy has been approved.

8. Resolution period

TORE will endeavour to redress a consumer grievance within one month from the date of receipt, in accordance with applicable Indian e-commerce requirements.

Where the matter can be resolved sooner, TORE will endeavour to do so.

Redressal may involve:

• Providing information or clarification;

• Correcting an order or account record;

• Coordinating with a courier;

• Arranging a return or inspection;

• Issuing a replacement;

• Initiating an approved refund;

• Correcting inaccurate website information;

• Addressing a privacy request;

• Escalating a product-quality or safety concern; or

• Communicating a reasoned decision.

The time taken by a bank, payment gateway or courier after TORE completes the required action may be outside TORE’s direct control. TORE will provide available confirmation or reference information where appropriate.

9. Complaint reference and communication

Where practicable, TORE may assign a complaint or reference number.

Customers should retain:

• Order confirmation;

• Complaint acknowledgement;

• Courier records;

• Payment records;

• Photographs or videos;

• Return receipt; and

• Other relevant correspondence.

Customers should quote the order number or complaint reference in follow-up communications.

TORE may contact the customer for clarification or evidence. A customer’s timely response may be necessary to complete the investigation.

10. Fair review

TORE will review grievances in good faith and on the available facts.

The review may consider:

• Order and payment records;

• Product listing and policy version;

• Tracking information;

• Delivery confirmation;

• Photographs or video;

• Product and packaging condition;

• Batch information;

• Previous communications;

• Return inspection;

• Manufacturer or laboratory information; and

• Applicable law.

TORE will not reject a genuine complaint merely because it is unfavourable or because the customer has previously made a legitimate complaint.

Equally, TORE may investigate or decline a request involving false information, altered evidence, product substitution, duplicate recovery or other fraudulent conduct.

11. Damaged, leaking, defective or incorrect products

Visible damage, leakage, missing items or an incorrect product should ordinarily be reported within the period stated in the Cancellation, Return and Refund Policy.

The customer should preserve the product, shipping label and available packaging until TORE provides instructions, unless doing so would create a genuine safety risk.

An unboxing video may be useful supporting evidence but is not an absolute requirement where other credible evidence establishes the concern.

Latent defects and safety concerns that could not reasonably have been identified during the ordinary reporting period should be reported promptly after discovery.

12. Product-safety complaints

A customer experiencing a serious or unexpected reaction should stop using the product and seek appropriate medical assistance where necessary.

Customer support and the Grievance Officer are not emergency medical services.

After addressing immediate safety needs, the customer should provide:

• Product name;

• Batch number;

• Order or purchase details;

• Method and frequency of use;

• Description and timing of the reaction; and

• Relevant photographs or information, where available.

TORE may consult the manufacturer, laboratory, qualified professional, insurer, legal adviser or competent authority where reasonably necessary.

Product-safety information will be handled in accordance with the Privacy Policy and Disclaimer and Product-Use Policy.

13. Delivery complaints

For a shipment shown as delivered but not received, the customer should notify TORE promptly and ordinarily within 24 hours of the delivery update.

TORE may request the customer to check with:

• Household members;

• Neighbours;

• Building reception;

• Security staff; or

• Another authorized recipient.

TORE may raise an investigation with the courier. Resolution may depend on delivery records, recipient confirmation and courier findings.

14. Refund complaints

When reporting a delayed refund, the customer should provide:

• Order number;

• Refund approval or initiation date;

• Refund amount;

• Original payment method; and

• Available refund or transaction reference.

TORE may ask the payment provider for an update or provide the available refund reference.

Banking and payment-provider processing time after refund initiation is distinct from TORE’s internal approval and initiation period.

TORE will never require a customer to provide an OTP, UPI PIN, CVV or banking password to receive a refund.

15. Privacy grievances

Privacy enquiries and requests may include:

• Access to available personal information;

• Correction or updating;

• Erasure where applicable;

• Withdrawal of consent;

• Marketing opt-out;

• Cookie preferences;

• Suspected unauthorized access;

• Personal-data security concerns; and

• Questions about information sharing.

TORE may request reasonable identity verification before acting on a privacy request.

Privacy grievances will be handled under the Privacy Policy and applicable data-protection law.

Information may be retained where reasonably necessary for statutory records, transaction completion, fraud prevention, product safety, dispute resolution or another lawful purpose.

16. Accessibility and communication assistance

A customer who has difficulty submitting a written grievance may contact TORE by telephone for reasonable assistance.

TORE may document the complaint in writing and request confirmation of the key details to avoid misunderstanding.

A representative may assist a customer where appropriate. TORE may request reasonable evidence that the representative is authorized to act for the customer.

17. Language

Grievances may be submitted in English, Hindi or Gujarati.

TORE may communicate the formal response in a language reasonably available to the business and understandable in the circumstances.

A customer will not be denied review merely because the complaint is not written in formal legal language.

18. Resolution and closure

TORE will communicate the outcome or applicable next step after reviewing the grievance.

A complaint may be treated as resolved or closed when:

• The requested information has been supplied;

• An agreed correction has been completed;

• A replacement has been dispatched;

• An approved refund has been initiated;

• Another agreed remedy has been provided;

• A reasoned decision has been communicated;

• The customer confirms resolution; or

• The customer does not provide information reasonably necessary to continue, after appropriate follow-up.

Closure of TORE’s internal complaint record does not remove a lawful external remedy available to the customer.

19. Reconsideration

If a customer believes that material evidence was overlooked, the customer may request reconsideration by replying to the grievance outcome.

The request should identify:

• Complaint or order reference;

• Part of the decision disputed;

• Relevant evidence believed to have been overlooked; and

• Resolution requested.

TORE will review a genuine reconsideration request within a reasonable period.

Repeated submissions without new information may be consolidated into the existing grievance record.

20. External consumer remedies

Customers are encouraged to allow TORE a reasonable opportunity to resolve the concern directly. However, this policy does not prevent a customer from using a lawful external remedy.

Consumers may contact the Government of India’s National Consumer Helpline:

Website: consumerhelpline.gov.in
Telephone: 1915 or 1800-11-4000
WhatsApp: +91 88000 01915

Eligible consumer proceedings may also be initiated through the Government of India’s e-Jagriti platform or another competent consumer commission or authority.

The availability and suitability of an external forum depend on the nature of the complaint and applicable law.

21. Cyber and payment fraud

If a customer suspects an unauthorized payment, the customer should promptly contact the applicable bank, card issuer, UPI provider or payment service.

Cyber financial fraud may also be reported through the Government of India’s cybercrime helpline at 1930 or the applicable official cybercrime reporting portal.

The customer should also notify TORE if the suspected incident involves a TORE order or account.

TORE will reasonably preserve and provide information available to it where legally appropriate.

22. No retaliation or waiver of rights

TORE will not retaliate against a customer merely for submitting a genuine complaint, posting a lawful review or exercising a consumer or privacy right.

TORE will not require a customer to waive a mandatory legal right as a condition of receiving an eligible remedy.

Any settlement or agreed resolution will apply according to its communicated terms and applicable law.

23. Complaint records and confidentiality

TORE may retain grievance records for purposes including:

• Investigation;

• Customer support;

• Product-quality monitoring;

• Product-safety reporting;

• Fraud prevention;

• Accounting;

• Legal compliance;

• Dispute resolution; and

• Improvement of products and services.

Information may be shared with relevant service providers, including a courier, manufacturer, payment provider, laboratory or professional adviser, only where reasonably necessary and as described in the Privacy Policy.

TORE will endeavour to protect grievance information using reasonable security measures.

24. Abuse of the grievance process

TORE may take proportionate action where a complaint involves:

• Knowingly false information;

• Threats or unlawful harassment;

• Altered or fabricated evidence;

• Product substitution;

• Duplicate refund recovery;

• Fraudulent chargebacks; or

• Another unlawful act.

This provision will not be used to reject a genuine complaint merely because the customer is dissatisfied, persistent or critical.

Any restriction will be applied only for a legitimate operational, safety or fraud-prevention reason.

25. Relationship with other policies

This policy should be read together with:

• Terms of Service;

• Privacy Policy;

• Cookie Policy;

• Shipping and Delivery Policy;

• Cancellation, Return and Refund Policy; and

• Disclaimer and Product-Use Policy.

Where another policy establishes a specific procedure or eligibility requirement, that provision applies to the relevant issue subject to mandatory law.

26. Policy updates

TORE may update this policy to reflect changes in:

• Contact information;

• Personnel;

• Complaint-handling procedures;

• Website functionality;

• Government grievance platforms; or

• Applicable law.

The revised version will be published with an updated “Last updated” date.

A change will not retrospectively remove a customer’s existing mandatory right.