Grievance Redressal
Every complaint is answered, every complaint gets a ticket number, and the clocks below are ours to keep. This page names the person responsible, how to reach them, how long we take, and exactly where to go if we fail you.
Grievance Officer
Name: Kuldeep Patel
Designation: Proprietor and Grievance Officer
Entity: GradeGuard (sole proprietorship)
Address: Shop No. 123, 1st Floor, Regency Road, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh 226010, India
E-mail: contact@swizzwatches.com (subject line: Grievance)
Hours: Monday to Saturday, 10:00–19:00 IST. Closed on Sundays and public holidays.
Rule 4(5), Consumer Protection (E-Commerce) Rules, 2020: every e-commerce entity shall establish an adequate grievance redressal mechanism, appoint a grievance officer for consumer grievance redressal, and display the name, contact details and designation of that officer on its platform.
Nodal contact person resident in India
Kuldeep Patel, Proprietor, resident in Lucknow, Uttar Pradesh. Same address and e-mail as above. As a sole proprietorship the proprietor is both the nodal person under Rule 4(3) and the grievance officer under Rule 4(5); there is nobody to be passed to, which is the point.
Consumer care, as required under Legal Metrology
The person and office to contact in case of any consumer complaint about any product listed on this site:
GradeGuard, Shop No. 123, 1st Floor, Regency Road, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh 226010 · contact@swizzwatches.com
Rule 6(2) of the Legal Metrology (Packaged Commodities) Rules, 2011 requires the declaration of “the name, address, telephone number, E-mail address of the person who can be or the office which can be contacted, in case of consumer complaints”, and Rule 6(10) requires an e-commerce entity to carry the mandatory declarations on the digital platform used for the transaction.
How to raise a complaint
- E-mail contact@swizzwatches.com, or walk into the shop. E-mail is the fastest route and it leaves both of us a record.
- Give us your order number, the IMEI or serial number if it is about a device, and what went wrong in your own words. A photograph or a short video of a fault usually removes a whole round trip.
- You get a ticket number in the acknowledgement. Quote it on everything afterwards and you will never have to repeat the story. Rule 7(1)(f) of the E-Commerce Rules requires an inventory e-commerce entity to give “a ticket number for each complaint lodged, through which the consumer can track the status of their complaint” — this is that number.
How long we take
| Our commitment | Statutory maximum | |
|---|---|---|
| Acknowledgement | 4 working hours | 48 hours — Rule 4(5), Consumer Protection (E-Commerce) Rules, 2020 |
| Resolution | 12 days | One month — Rule 4(5) |
| Data-protection request or complaint | 12 days | 90 days — Digital Personal Data Protection Rules, 2025, read with Section 13, DPDP Act 2023 |
| Refund, where one is due | 7 working days from the unit clearing inspection | “A reasonable period of time” — Rule 4(10) |
We work to the shorter clock deliberately, so that a courier delay or a service-partner backlog never pushes us past the statutory one. If a complaint is going to take longer than 12 days we tell you inside those 12 days what is holding it up and what the new date is. Silence is not one of the options.
If we do not resolve it
- Level 1 — support. contact@swizzwatches.com. Acknowledged in 4 working hours.
- Level 2 — the Grievance Officer named above. Write with your ticket number and the words “escalate to Grievance Officer” in the subject. Acknowledged within 24 hours, resolved within 15 days.
- Level 3 — outside us. You do not need our permission for any of these and you can go to them at any stage:
- National Consumer Helpline — 1915 (toll-free, 09:30–17:30, Monday to Saturday), or WhatsApp 8800001915, or consumerhelpline.gov.in, or the NCH app.
- File a consumer case online at edaakhil.nic.in. Under Section 34(2)(d) of the Consumer Protection Act, 2019 you may file before the District Commission where you live or work — you do not have to come to Lucknow.
- Data-protection complaints: the Data Protection Board of India, under Section 13(3) of the Digital Personal Data Protection Act, 2023.
- Weights, measures and declaration complaints: the Controller of Legal Metrology, Government of Uttar Pradesh.
What we will not do
- Close a ticket without telling you the outcome and the reason.
- Charge you anything for raising a complaint, for a reverse pickup, or for a return leg — in either direction.
- Ask you to withdraw a public review or a consumer complaint as a condition of resolving anything.
- Make you deal with our supplier or our service partner. Our contract is with you; theirs is with us.