Grievance Redressal

This Grievance Redressal Policy explains how you can raise a complaint about the Luxtronics Site, an order, or any interaction with us, and how we handle it. It is maintained consistent with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Most order-specific issues (a delayed delivery, a damaged item, a refund status) are resolved fastest through your account's order page or our Contact page, where our support team can look up your order directly.

For a formal grievance that our support team has not resolved to your satisfaction, or a complaint about how the Site or our policies operate, you may write to our Grievance Officer using the contact details below.

Grievance Officer: Dhruv Chopra. You can reach Dhruv at hello@luxtronics.com or +91 92664 33722.

We will acknowledge receipt of your grievance within 48 hours of receiving it.

We aim to resolve every grievance within one month of receiving it, consistent with the Consumer Protection (E-Commerce) Rules, 2020. Where a resolution genuinely requires more time (for example, an investigation involving a third-party courier or supplier), we will tell you the reason and give you an updated timeline.

To help us resolve your grievance quickly, please include: your order number (if applicable), a clear description of the issue, what resolution you are seeking, and any supporting evidence such as photos, screenshots, or prior correspondence with our support team.

If you are not satisfied with how your grievance was handled, you may escalate the matter to the National Consumer Helpline (toll-free 1915, or via the UMANG app / e-daakhil portal), or approach the appropriate Consumer Disputes Redressal Commission, as provided under the Consumer Protection Act, 2019.