ApexMart operates a three-level grievance redressal mechanism in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. This page tells you exactly who to write to, what to send them, how quickly we respond, and where to take the matter if our answer does not satisfy you. Using this process is free, and it does not take away any right you have under the Consumer Protection Act, 2019.
1. What this process covers
You can raise a grievance about any of the following:
- Orders and payments — an order that will not confirm, an amount debited without a confirmed order, an incorrect charge, or a GST invoice you have not received.
- Delivery — a late, missing, undelivered or wrongly-marked-delivered parcel, or a courier who did not attempt delivery.
- Cancellations and refunds — a cancellation that was not processed, or a refund not credited within the published timeline.
- Product quality — a damaged, defective, expired, incomplete, counterfeit or incorrect item, or a product that does not match its listing.
- Seller conduct — a misleading listing, an incorrect price or quantity, a missing warranty document, or unresponsive after-sales service from a marketplace seller.
- Your account and wallet — access problems, a wallet balance or withdrawal you believe is wrong, or a question about the affiliate referral programme.
- Data privacy — anything relating to the personal data we hold about you, including access, correction, erasure and withdrawal of consent (see section 7).
- Content on the Platform — a review, image or listing that you believe is unlawful, infringing, defamatory or otherwise objectionable.
2. What to include when you write to us
A complete first message is the single biggest reason a grievance closes quickly, because we do not have to come back to you for basics. Please include:
- Your order number (and the item, if the order has more than one).
- The email address and phone number registered on your ApexMart account, so we can locate the order and confirm you are entitled to raise the complaint.
- A clear description of the issue and the date it happened.
- Supporting images where the complaint concerns a physical item — photographs of the product, the damage or defect, the packaging, the shipping label and, for a short-shipped parcel, the unopened box. Please keep the packaging until the complaint is closed.
- For a payment issue, the transaction reference or UTR and the payment method used.
- The outcome you are asking for — replacement, refund, re-delivery, correction of a record, or an explanation.
- If you are escalating, the previous complaint reference number and the date of our last reply.
3. The three levels of escalation
| Level | Who handles it | When to use it | What we commit to |
|---|---|---|---|
| Level 1 | Customer Support | The first point of contact for any issue. | Acknowledged within 48 hours with a reference number; most issues are closed within 7 business days. |
| Level 2 | Grievance Officer | If Level 1 has not resolved the issue within 7 business days, or you are not satisfied with the resolution offered. | The complaint is reviewed afresh and given a final written response within 30 days of the date we first received it. |
| Level 3 | National Consumer Helpline and the consumer commissions | If you remain dissatisfied after our final response, or we have not responded within 30 days. | An independent forum outside ApexMart, which applies its own procedure and timelines. |
Level 1 — Customer Support
Start here. Our support team can see your order, your payments and your delivery status, and it resolves the large majority of issues without any escalation. You do not need to use a particular channel — email, phone and the contact form all create the same tracked complaint record.
- support@apexmart.in
- Business hours
- Monday to Saturday, 10:00 AM to 7:00 PM IST
Level 2 — Grievance Officer
ApexMart has appointed a Grievance Officer under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020. The Grievance Officer is independent of the support team that handled your complaint at Level 1 and re-examines it from the beginning.
- Address correspondence to
- The Grievance Officer
- Business hours
- Monday to Saturday, 10:00 AM to 7:00 PM IST
If you would rather not use email, submit the complaint through our Contact page and mark it for the Grievance Officer — it reaches the same desk and is logged the same way. Please quote your Level 1 complaint reference number so we can pull up the earlier correspondence.
Level 3 — Independent consumer redressal
Nothing on this page limits your statutory rights. If our final response does not satisfy you, or we fail to respond within 30 days, you may take the matter to an independent forum:
- National Consumer Helpline — dial 1915 (toll-free) or register the complaint online at consumerhelpline.gov.in, the Department of Consumer Affairs' pre-litigation grievance portal (INGRAM).
- Consumer Disputes Redressal Commissions — you may file a complaint before the District, State or National Consumer Disputes Redressal Commission having jurisdiction under the Consumer Protection Act, 2019. Complaints can be filed online through the e-Daakhil portal at edaakhil.nic.in.
- Your bank or card issuer — for a payment that was debited but never reached us, you may also raise a chargeback with the issuer of the instrument you used, within the timelines that issuer sets.
We cooperate fully with these forums and will produce the order, payment and correspondence records relating to your complaint when asked.
4. How we handle your grievance
- Acknowledgement — within 48 hours. You receive a complaint reference number by email, along with the name of the channel handling it.
- Investigation. We check the order, payment, dispatch and courier records, and where a marketplace seller or a logistics partner is involved we take their response on record.
- If we need more from you. We ask once, clearly, for the specific document or image required. The 30-day clock keeps running; we do not treat a pending reply from you as a reason to close the complaint without telling you.
- Resolution — within 30 days. You receive a written outcome explaining what we found and what we are doing about it. If we cannot accept the complaint, we tell you the reason.
- If money is due back to you, the refund is initiated as part of the resolution and credited within the timelines in section 5, to the original payment method.
- Closure. A complaint is marked closed only after the outcome has been communicated to you. You may reopen it by replying with the same reference number.
5. Timelines on the underlying issue
The 48-hour and 30-day commitments above apply to the grievance itself. The timelines below apply to the underlying order and are the ones we measure a complaint against. They are the same figures published on our Shipping & Delivery Policy, Order Cancellation Policy and Cancellation & Refund Policy pages.
- Cancellation
- Free of charge any time before your order is dispatched
- Dispatch
- 1-2 business days from order confirmation
- Delivery
- 3-7 business days from dispatch
- Return window
- 7 days from the date of delivery
- Refund processing
- 5-7 business days, to the original payment method
- Return shipping
- Free for defective, damaged or incorrect items. For change-of-mind returns, return shipping is borne by the customer.
If one of these timelines has already been missed when you write to us, say so — a complaint about a breached timeline is prioritised over a general query.
6. Complaints about a marketplace seller
Where a product was sold by an independent seller through the Platform, raise the grievance with us in exactly the same way. We identify the seller of record on the product page and on your invoice, take up the matter with them on your behalf, and remain your single point of contact until the complaint is closed. Persistent failure by a seller to meet the published dispatch, cancellation, return and refund timelines results in the listing being removed and the seller account being suspended.
7. Data protection grievances
Grievances about your personal data — how it was collected, used, shared or retained, or a request to access, correct, update or erase it, or to withdraw a consent you previously gave — are handled by the same Grievance Officer named in section 3, acting as the point of contact for the purposes of the Digital Personal Data Protection Act, 2023. Write to the address or email in the Level 2 block above, describe the data and the action you want taken, and we will verify your identity against your registered account before acting.
What data we collect, why we hold it, who processes it on our behalf and how long we keep it is set out in full in our Privacy Policy. Data-protection grievances follow the same 48-hour acknowledgement and 30-day resolution commitments. If you are not satisfied with our response, you may complain to the Data Protection Board of India in accordance with the Digital Personal Data Protection Act, 2023.
8. Complaints about the affiliate referral programme
ApexMart runs a voluntary affiliate programme through which registered users can refer other people to shop on the Platform and receive referral rewards on qualifying purchases. Questions or complaints about a referral reward that was not credited, a wallet balance you believe is incorrect, or a withdrawal request that has not been processed follow the same escalation ladder as any other grievance. Please include your account email and, where the complaint concerns a specific reward, the order number it relates to. The terms that govern the programme, including when a reward arises and when it may be reversed, are in clause 11 of our Terms & Conditions.
9. Records, confidentiality and abuse of this process
- Every grievance is recorded with its reference number, the channel it arrived on, the action taken and the date it was closed, and the record is retained for as long as applicable law requires.
- The details you send us are used only to investigate and resolve your complaint, and are shared with a seller, courier or payment partner only to the extent needed to do that.
- We cannot act on an anonymous complaint, because we cannot locate the order or verify that the person writing is entitled to the remedy sought. Please write from, or quote, your registered email address.
- Abusive, threatening or knowingly false complaints, and repeated identical complaints on a matter already given a final response, may be recorded and closed with a reference to that earlier response. Your right to take the matter to Level 3 is unaffected.
10. Entity and contact details
These are the details of the entity that operates the Platform and against which a grievance is raised. You can also reach us through our Contact page.
- Legal entity
- ApexMart
- Brand name
- ApexMart
- Support email
- support@apexmart.in
- Grievance contact
- grievance@apexmart.in
- Business hours
- Monday to Saturday, 10:00 AM to 7:00 PM IST
- Website
- https://apexmart.in
This grievance redressal mechanism is published in compliance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. It is reviewed periodically; the version in force is the one published on this page with the “Last updated” date shown above.