Grievance Redressal

Last updated: 4 September 2026

Lax & Me Venture publishes these details under Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and Section 13 of the Digital Personal Data Protection Act, 2023. Our Grievance Officer is not based outside India.

Step one — customer care

Most matters are settled fastest by our care team. Write to hello@samsarah.in or call +91 90610 50777 (Monday to Saturday, 10am – 7pm IST) with your order number and a description of the problem. We aim to reply within one business day.

Step two — the Grievance Officer

If the response does not resolve matters, escalate to our Grievance Officer at hello@samsarah.in, marking the subject line “Grievance”. Please include your name, order number, a description of the complaint, what you would like done, and any supporting photographs or documents.

• We acknowledge every grievance within 48 hours of receipt and issue a ticket reference.
• We resolve it within one month of receipt, and sooner wherever we can.
• Complaints about content that must be removed under the IT Rules, 2021 are acted on within 15 days, and requests concerning the removal of a person’s images within 24 hours.

Data-protection grievances

Complaints about how we handle your personal data — access, correction, erasure, nomination or withdrawal of consent — go to the same officer and are handled on the same timelines. See our Privacy Policy for the full set of rights available to you as a Data Principal under the Digital Personal Data Protection Act, 2023, and the right to complain to the Data Protection Board of India if we do not resolve matters.

If we still have not resolved it

You may approach the consumer redressal mechanisms available under the Consumer Protection Act, 2019:

• The National Consumer Helpline on 1915 (toll-free, 8am – 8pm, all days), or at consumerhelpline.gov.in.
• The e-Daakhil portal for filing a consumer complaint online: edaakhil.nic.in.
• The District, State or National Consumer Disputes Redressal Commission with jurisdiction over you.

Nothing here limits the rights the law gives you, and using this process is not a precondition to exercising them.

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