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Grievance Redressal Policy

Grievance Redressal Policy

Last updated: 01 November 2026

We want every issue resolved quickly and fairly. This policy explains how to raise a complaint with Surya Carpet Private Limited (Surya Living) and what happens next. It is published under the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023.

1. Start with customer support

Most questions about orders, delivery, returns, and refunds are solved fastest by our support team:

Email: support@suryaliving.com
Phone and WhatsApp: +91 92055 51597
Hours: Monday to Saturday, 10 am to 6 pm IST

2. Contact our Grievance Officer

If you are not satisfied with support's answer, or your complaint is about personal data, content on the Site, or a breach of our policies, write to our Grievance Officer:

Name: Mr. Divya Tiwari
Designation: Sr. Business Executive
Email: divya.tiwari@scpl-ltd.com
Surya Carpet Private Limited.
CIN: U17112UP1983PTC006029, GSTIN: 09AADCS1781L1ZY
Village Ugapur, Post Aurai, District Bhadohi, Uttar Pradesh 221024, India 

3. What to include

  • Your name, email, and phone number

  • Your order number, if the complaint is about an order

  • A short description of the problem and what you would like us to do

  • Photos or documents that support your complaint, if any

4. Our timelines

Step

Time

Acknowledgement with a complaint reference number

Within 48 hours

Resolution or final response

Within one month of receiving the complaint

Personal data requests (access, correction, erasure)

Within 30 days

If we need more information, we will ask you within the first 48 hours. We will keep you updated if the resolution needs more time and explain why.

5. If you are still not satisfied

You can take your complaint further:

  • National Consumer Helpline: call 1915 or file online at consumerhelpline.gov.in

  • Consumer Commission: file a complaint at e-daakhil.nic.in with the District Consumer Commission where you live or where we are based

  • Data protection complaints: the Data Protection Board of India, once you have used our process above

6. Our commitment

Every complaint is recorded and reviewed by the Grievance Officer. We do not charge any fee to handle a complaint, and raising one will never affect your orders or your account.