Complaint & Grievance Redressal

Hum aapke feedback aur complaints ko seriously lete hain. If something has gone wrong with your order or experience, please use the channels below — we will respond promptly and fairly.

1. How to File a Complaint

1. Email support@make2shine.in with subject "Complaint — Order ID #XXXX".
2. Describe the issue clearly with date, time and steps to reproduce (if applicable).
3. Attach supporting photos / unboxing video where possible.
4. Our support team will acknowledge your complaint within 24 working hours.

2. Resolution Timelines

• Order delivery issues: Resolved within 3–5 working days.
• Quality / damage complaints: Replacement or refund initiated within 5–7 working days after inspection.
• Refund processing: 5–7 working days after approval.
• Other queries: Resolved within 7 working days.

3. Escalation Matrix

If your complaint is not resolved to your satisfaction within the stated timeline, you may escalate as follows:

4. Grievance Officer (As per IT Act, 2000 & Consumer Protection Rules)

Name: Grievance Officer, H M T Enterprise
Address: Bhojani Complex, Vadali Road, Bhayavadar, Rajkot, Gujarat 360450, India
Email: support@make2shine.in
Working hours: Mon–Sat, 10:00 AM – 7:00 PM IST

5. National Consumer Helpline

If you remain dissatisfied after our internal escalation, you may approach the National Consumer Helpline (Government of India) at consumerhelpline.gov.in or call 1915.

6. What We Need From You

• Your full name and registered phone number.
• Order ID (mandatory).
• A clear description of the issue.
• Supporting photos / video where applicable.

We do not entertain anonymous or abusive complaints. Misuse of the complaint channel (false claims, repeated frivolous tickets) may lead to blacklisting from future orders.