In accordance with Rule 6(5) of the Consumer Protection (E-Commerce) Rules, 2020 and applicable provisions of the DPDP Act, 2023, Aarunya has designated the following individual as its Grievance Officer:

2.1 This Policy applies to all grievances raised by:

• Customers who have purchased or attempted to purchase products from the Website;
• Registered account holders;
• Guest checkout users;
• Website visitors who have interacted with the Website; and
• Any individual whose personal data is processed by Aarunya.

2.2 Grievances may relate to any of the following subject matters:

3.1 Grievances may be submitted through any of the following channels:

3.2 To enable prompt investigation, a grievance submission should include the following information where applicable:

• Full name and registered email address or mobile number;
• Order number, invoice number, or transaction reference;
• Clear description of the grievance, including the date on which the issue arose;
• Copies of relevant supporting documents (photographs, videos, receipts, prior correspondence); and
• The resolution sought by the Customer.

3.3 Incomplete submissions may delay investigation. Where additional information is required, the Grievance Officer will contact the Customer within the acknowledgement window.

All grievances are processed through the following structured three-tier process:

5.1 Upon receipt of a formal grievance, Aarunya will acknowledge it within 48 hours. Acknowledgement will be provided through the same channel used by the Customer to submit the grievance (email, phone, or WhatsApp), or through another appropriate channel where contact details are available.

5.2 Acknowledgement does not constitute acceptance of liability or a commitment to resolve the grievance in the Customer's favour. It confirms only that the grievance has been received and that investigation has commenced.

5.3 The Grievance Officer will endeavour to resolve all formal grievances within 30 calendar days of the date on which all information necessary for investigation has been received. Where a grievance requires additional time due to:

• involvement of third parties such as Logistics Partners or payment gateways;
• physical inspection of a returned product;
• legal or regulatory review; or
• other complex or technical matters,

the Grievance Officer will notify the Customer of the delay and provide an updated expected resolution date.

5.4 The timelines applicable to specific grievance types are as follows:

6.1 If a Customer is not satisfied with Aarunya's response at the Grievance Officer level, the Customer has the right to escalate the matter to any of the following external forums, depending on the nature of the grievance. Aarunya does not discourage or restrict Customers from exercising their right to approach these bodies.

6.1 Consumer Disputes — Consumer Protection Act, 2019

Customers may file a complaint before the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019:

Customers may also file online complaints through the National Consumer Helpline at Toll-Free Number: 1800-11-4000 (Monday to Saturday, 9:30 AM – 5:30 PM) or through the Consumer App / INGRAM portal at consumerhelpline.gov.in.

6.2 Data Privacy Grievances — DPDP Act, 2023

Where a grievance relates to the processing of personal data and remains unresolved after engagement with Aarunya's Grievance Officer, the Data Principal (Customer) has the right to approach the Data Protection Board of India once it is constituted and operational under the DPDP Act, 2023. Information regarding the Board's complaint process will be made available on the official Government of India portal.

6.3 Cyber Fraud & IT Act Matters

For matters involving suspected cyber fraud, unauthorized data access, or other offences under the Information Technology Act, 2000, Customers may also report the matter to:

• The Cyber Crime Portal: cybercrime.gov.in; or
• The local police cybercrime cell.

7.1 Upon receipt of a formal grievance, the Grievance Officer or a designated member of the team will:

• review the grievance and all documents submitted;
• consult relevant internal records including order data, payment records, shipping records, and customer correspondence;
• contact Logistics Partners, payment gateways, or other third parties where their involvement is relevant; and
• request any additional information from the Customer where necessary.

7.2 Customers are expected to cooperate with the investigation by:

• providing accurate and complete information;
• submitting requested supporting documents promptly; and
• responding to clarification requests within a reasonable time.

7.3 Failure to cooperate or provide requested information may delay resolution and, in some cases, may result in the grievance being closed as unresolvable due to insufficient information. The Customer will be notified before a grievance is closed on this basis.

8.1 Depending on the nature and findings of the investigation, the following resolution outcomes may be provided:

8.2 All resolution decisions will be communicated to the Customer in writing, setting out the findings and the basis for the decision. Where a grievance is declined, the Customer will be informed of the external escalation options available to them.

9.1 Aarunya is committed to investigating all grievances in good faith. In return, Customers are expected to submit grievances honestly and in good faith.

9.2 Aarunya reserves the right to decline to investigate, or to close, a grievance where there is reasonable evidence that:

• the information provided is false, misleading, or fabricated;
• the grievance is submitted with the intent to obtain an unwarranted commercial benefit;
• the grievance is repetitive and duplicates a matter already resolved; or
• the submission constitutes harassment of Aarunya's staff.

9.3 Submission of a false or fraudulent grievance may result in account suspension and, where appropriate, may be reported to the relevant law enforcement or regulatory authority.

10.1 Personal data provided in connection with a grievance will be processed solely for the purposes of investigating and resolving the grievance, maintaining records for legal and regulatory compliance, and fraud prevention.

10.2 Such data will be handled in accordance with Aarunya's Privacy Policy and the Digital Personal Data Protection Act, 2023.

10.3 Grievance records will be retained for a period of 3 years from the date of closure of the grievance, or for such longer period as is required by applicable law.

10.4 Grievance information will not be shared with third parties except where necessary for the investigation (for example, with Logistics Partners or payment gateways) or where required by law.

The acknowledgement of a grievance, the investigation of a grievance, or any communication made during the grievance process does not constitute an admission of liability by Aarunya. All grievances are assessed on a case-by-case basis, and outcomes are determined solely on the merits of the specific facts and applicable law.

Aarunya reserves the right to amend, update, or replace this Policy at any time to reflect changes in applicable law, regulatory requirements, or internal processes. Revised versions will be published on the Website with an updated effective date. In the event of a change in the identity or contact details of the Grievance Officer, the Website will be updated promptly.

All grievance-related communications should be directed to:

© Aviana Diamonds LLP. All Rights Reserved. This Policy is published in compliance with the Consumer Protection (E-Commerce) Rules, 2020.