01Our commitment
SURYA ENTERPRISES operates this marketplace as an e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020. We have appointed a Grievance Officer, publish their contact details here, and follow the timelines below for every complaint.
Every grievance is acknowledged within 48 hours and resolved within 30 days of receipt.
02Grievance Officer
- Name
- Shubham Kumar
- Designation
- Grievance Officer, SURYA ENTERPRISESRetd. Officer, State Agro Dept.
- ct.ashok@suryaenter.in
- Phone
- +91 9650300157 (Mon–Sat, 9:00 AM – 6:00 PM)
- Postal address
- Shop No. SS-53, Rajdhani Krishi Mandi, Sikar Road, Kukar Kheda, Jaipur, Rajasthan — 302013
03What you can raise
- Orders: non-delivery, delay, damaged, wrong, short or expired items, refunds not received.
- Payments: amount debited but order not confirmed, reversal not received.
- Product listing concerns: incorrect price, description or label information.
- Privacy: requests to access, correct or erase personal data, or complaints about its use (see Privacy Policy).
- Content or intellectual-property complaints (see Intellectual Property Policy).
- Conduct of our staff or delivery partners.
04How to raise a grievance
- First, the helpline: most issues are resolved quickly by calling +91 9650300157 (Mon–Sat, 9:00 AM – 6:00 PM) or emailing SURYA2026ENT@gmail.com with your order ID.
- If unresolved, write to the Grievance Officer at ct.ashok@suryaenter.in with the subject “Grievance”, your order ID, the mobile number used at checkout, a description of the issue, what has happened so far and the outcome you expect. Attach photos or screenshots where relevant.
We will give every grievance a reference number in our acknowledgement; please quote it in follow-ups.
05Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement with a reference number | Within 48 hours of receipt |
| Investigation and resolution | Within 30 days of receipt (usually much sooner) |
| Refund, where approved | Initiated within 2 working days of the decision; see Return & Refund Policy |
06Escalation
If you are not satisfied with the Grievance Officer’s decision, or the timeline above is not met, you may:
- Contact the National Consumer Helpline (1915, or consumerhelpline.gov.in) run by the Department of Consumer Affairs, Government of India.
- File a complaint with the appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, including through the e-Daakhil portal.
- For personal-data matters, approach the Data Protection Board of India under the DPDP Act, 2023.
- For seed quality concerns, you may also inform the Seed Inspector of your district under the Seeds Act, 1966.
07Records
We keep a record of every grievance, the action taken and the time to resolution, and review them to improve our products and service.