Grievance Redressal
If something has gone wrong — with a product, an order, a reward payment or your personal information — this page tells you who to write to and how long we will take.
Last updated: 1 September 2026
Grievance officer
Swastik One has appointed a grievance officer under this policy:
| Name | Nilesh Amarshi Jakhelia |
|---|---|
| Designation | Proprietor |
| vats.weingenious@gmail.com | |
| Telephone | +91 63546 11460 |
| Postal address | Swastik One, Ground Floor, Plot No. 314/315, Ambika Industrial Society 1, Udhana Magdalla Road, Near Navjivan Circle, Bhatar, Surat, Gujarat 395017, India |
| Available | Monday to Saturday, 10:00 am to 7:00 pm IST |
How to raise a complaint
Write to us at the address for your issue below. Complaints are logged with a reference number, and that reference is quoted in every reply so a complaint can be followed through to its close.
- Product, order, dispatch or invoice: vats.weingenious@gmail.com
- Reward programme — a code, a claim or a payment: vats.weingenious@gmail.com
- Personal information and privacy: vats.weingenious@gmail.com
- Anything unresolved by the above: vats.weingenious@gmail.com
What to include
A complaint moves faster when it arrives complete. Please include:
- Your name and a phone number or email address we can reply to.
- For a reward: the code printed inside the pack, the mobile number used, and the UPI ID or bank account entered.
- For an order: the invoice or order number, the batch code printed on the pack, and the quantity affected.
- For a product complaint: photographs of the goods and the outer packaging.
- A short description of what happened and what you would like us to do.
Escalation and timelines
Every complaint starts at level 1. It moves up only if it is not resolved, or if you are not satisfied with the outcome.
| Level | Contact | Acknowledge | Resolve |
|---|---|---|---|
| Level 1 — Support team | vats.weingenious@gmail.com | 2 working days | 7 working days |
| Level 2 — Proprietor | vats.weingenious@gmail.com | 2 working days | 15 working days |
| Level 3 — Management | vats.weingenious@gmail.com, marked for escalation | 3 working days | 30 working days |
Where a complaint needs longer than the stated period — because goods have to be returned for inspection, or a bank has to trace a transaction — we will say so before that period expires, explain why, and give a revised date.
Reward payments: who to contact
Reward questions come to us, not to the payment provider.
Rewards under our programme are funded and paid by Swastik One. Our payment service provider executes the transfer on our instruction and cannot see, investigate or act on an individual claim.
If a reward has not arrived, or a claim was refused, write to vats.weingenious@gmail.com. Contacting the payment provider will only delay the answer.
If you remain dissatisfied
If your complaint is not resolved within the timelines above, or you are not satisfied with the outcome at level 3, you may pursue the matter through the consumer forum having jurisdiction, or through any other remedy available to you in law. Nothing in this policy limits your statutory rights.