Consumer Grievance Officer

Under Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020, every e-commerce entity must appoint a Grievance Officer to address complaints from consumers about orders, products, and marketplace conduct. This page names that officer for ex1nutrition.com's direct-store checkout. It is separate from, and in addition to, the Data Protection Grievance Officer named in our Privacy Policy, which handles complaints specifically about personal-data processing under DPDPA 2023 on its own 30-day timeline. A complaint about an order, a product, a charge, a delivery, or a coupon or referral credit belongs here.

Response timeline

In line with Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020, a complaint sent to the address above is acknowledged within 48 hours of receipt and resolved within one month from the date of receipt.

What to include

To help us resolve your complaint quickly, please include:

• Your order number (if the complaint relates to a direct-store order).
• The batch number printed on the product label, if relevant.
• A clear description of the issue and, where useful, photos.
• Your preferred resolution (replacement, refund, or another remedy).

Escalation

If your complaint is not resolved within the timeline above, you may escalate it to the National Consumer Helpline (1915, or consumerhelpline.gov.in) or file a complaint with the Central Consumer Protection Authority or the appropriate consumer disputes redressal commission under the Consumer Protection Act, 2019.