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Grievance Redressal Policy

Last Updated: 8 Jan 2025 Issued by: Janm Jeweller LLP

This Grievance Redressal Policy (the “Policy”) outlines the mechanism adopted by Janm Jeweller LLP (the “Company”, “we”, “us”, or “our”) for the effective resolution of complaints raised by customers regarding the products and services offered on our website www.thejanm.com (the “Website”).

This Policy is an electronic record in terms of the Information Technology Act, 2000 and the applicable rules thereunder. This electronic record is generated by a computer system and does not require any physical or digital signatures.

1. Company Details

  • Legal Entity Name: Janm Jeweller LLP

  • Registered Office: 202, Citimall, link Road, Andheri West, Mumbai-53

  • Website: www.thejanm.com

  • Customer Support Email: janm.jewel@gmail.com

  • Support Phone: +91 9004299656

2. Objective and Scope

The objective of this Policy is to ensure that:

  1. All customer grievances are acknowledged and resolved in a timely and fair manner.

  2. Customers are informed of the channels available to them for escalation.

  3. The Company complies with the Consumer Protection (E-Commerce) Rules, 2020.

This Policy applies to all grievances arising from the use of the Website, purchase of products (including Demi-fine and Lab-Grown Diamonds), or payment issues.

3. What Constitutes a "Grievance"?

For the purpose of this Policy, a "Grievance" refers to a formal communication expressing dissatisfaction with a product, service, or process that has not been resolved by our standard Customer Support team.

Note: The following are not considered formal Grievances under this specific policy and should be directed to general Customer Support first:

  • General inquiries about product details.

  • Requests for tracking updates (unless delayed beyond policy limits).

  • Feedback or suggestions.

4. Grievance Redressal Mechanism

We follow a tiered approach to resolve your concerns effectively.

Level 1: Customer Support (First Point of Contact)

If you have an issue, please first contact our support team. Most issues are resolved at this stage.

  • Email: janm.jewel@gmail.com

  • Phone/WhatsApp: +91 9004299656

  • Resolution Time: We aim to resolve Level 1 queries within 3–5 working days.

Level 2: Grievance Officer (Escalation)

If your query remains unresolved for more than 7 days, or if you are unsatisfied with the solution provided by Level 1, you may escalate the matter to our appointed Grievance Officer.

In accordance with the Information Technology Act, 2000 and Consumer Protection (E-Commerce) Rules, 2020, the contact details of the Grievance Officer are:

  • Name: Jatin Singh

  • Designation: Grievance Officer

  • Email: janm.jewel@gmail.com

  • Address: 201, citimall, link road, andheri west, mumbai 

  • Working Hours: Monday to Friday, 10:00 AM – 6:00 PM (IST)

Handling Process:

  1. Acknowledgment: You will receive an acknowledgment within 48 hours of sending your email.

  2. Resolution: The Grievance Officer will investigate the matter and provide a final resolution within 15 working days (subject to the complexity of the case).

Level 3: Nodal Officer (For Statutory Compliance)

For coordination with law enforcement agencies or for serious legal escalations, the Company has appointed a Nodal Officer.

  • Name: VSIPR & Legal Advisory LLP

  • Designation: Nodal Officer

  • Email: legal@vsipr.com

5. Closure of Grievances

A grievance shall be considered "Resolved" and "Closed" under the following circumstances:

  1. The customer has explicitly accepted the resolution provided by the Company.

  2. The customer fails to reply to the Company's final response/query within 7 days.

  3. The Company has provided a resolution that is in full compliance with its stated Policies (Shipping, Returns, etc.), and no valid legal ground remains for further dispute.

6. Governing Policy

This Grievance Redressal Policy should be read in conjunction with our:

  • Shipping & Delivery Policy

  • Returns, Refunds & Exchange Policy

  • Terms of Service

  • Privacy Policy

By placing an order on our Website, you agree to the terms outlined in these policies.

7. Updates to Policy

Janm Jeweller LLP reserves the right to modify this Policy at any time without prior notice. The updated Policy will be effective immediately upon being posted on the Website. Customers are advised to review this page periodically.