Grievance Redressal

Bhoomee Store is committed to handling customer complaints fairly, transparently and within a reasonable period. This Grievance Redressal page applies to concerns involving:

• orders
• product quality
• missing or incorrect products
• pricing
• payments
• refunds
• replacements
• delivery
• partner stores
• managed stores
• account access
• promotions and points
• privacy
• website or application services

Customers may first contact Bhoomee Store Customer Support:

• Phone: +91 78925 29968
• WhatsApp: +91 78925 29968
• Email: info@m5infosolution.com
• Website Complaint Form: the complaint form on our website
• Support Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST

To help us resolve the complaint, please provide:

• full name
• registered mobile number
• email address, where available
• order number
• seller or store name
• product concerned
• description of the issue
• date and time of the incident
• photographs, videos, invoice or payment proof where relevant
• resolution requested

Do not provide passwords, UPI PINs, card PINs, CVV numbers or complete banking credentials.

Every complaint submitted through an official complaint channel will be assigned a unique ticket or reference number. The reference number may be used to:

• track complaint status
• provide additional information
• communicate with customer support
• escalate an unresolved complaint

E-commerce rules require a ticket number for complaints so consumers can track their status.

Level 1: Customer Support

The customer-support team will review the complaint and attempt to resolve matters involving:

• missing products
• incorrect products
• delivery delays
• basic refund requests
• payment confirmation
• order status
• product-quality concerns

Level 2: Grievance Officer

Where the complaint is not resolved at Level 1, it may be escalated to the Grievance Officer.

• Grievance Officer: Sowmya DP
• Designation: Grievance Officer
• M5 Info Solutions Private Limited
• Address: #54/3, 2nd Cross, 1st R Block, Rajajinagar, Bangalore – 560010, India
• Email: info@m5infosolution.com
• Phone: +91 78925 29968
• Working Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST

Please mention the original complaint-ticket number when escalating the matter.

Bhoomee Store will:

• acknowledge receipt of a consumer complaint within 48 hours
• make reasonable efforts to resolve the complaint within one month from the date of receipt

These timelines reflect the grievance requirements applicable to e-commerce entities under the Consumer Protection (E-Commerce) Rules. Where additional investigation is required, we will communicate:

• the reason for the delay
• current complaint status
• any information required from the customer
• the expected next step

Where a complaint concerns an independent partner store:

• Bhoomee Store will register the complaint
• the complaint may be shared with the relevant seller
• the seller may be asked to provide records or a response
• Bhoomee Store will coordinate the resolution
• the customer will continue to receive updates through the ticket

The customer will not be required to separately locate or contact the seller merely to register the initial complaint.

Depending on the circumstances, the resolution may include:

• explanation or clarification
• product replacement
• partial refund
• full refund
• price or weight adjustment
• delivery-charge reversal
• account correction
• coupon or goodwill credit
• corrective action against a seller or delivery partner
• referral to another appropriate authority

Privacy-related concerns should be sent to:

• Privacy Contact/Grievance Officer: Sowmya DP
• Email: info@m5infosolution.com
• Address: #54/3, 2nd Cross, 1st R Block, Rajajinagar, Bangalore – 560010, India

Include sufficient information to identify your account and explain the privacy concern. Do not send passwords or sensitive payment credentials.

Concerns involving spoiled, contaminated, unsafe or potentially harmful food should be reported immediately. Please preserve, where reasonably possible:

• the affected product
• packaging
• invoice
• photographs
• batch or label information
• delivery details

Bhoomee Store may request that the product be retained for inspection or collection. In urgent situations involving possible illness, customers should obtain appropriate medical assistance without waiting for completion of the complaint process.

Customers who remain dissatisfied may contact the National Consumer Helpline at 1915 or 1800-11-4000. The helpline also accepts grievances through its official portal, WhatsApp and mobile application and functions as a pre-litigation grievance channel of the Department of Consumer Affairs.

Customers may also approach the appropriate Consumer Commission or other competent authority. Use of Bhoomee Store's internal grievance process does not restrict any remedy available under applicable law.

Bhoomee Store will not suspend or disadvantage a customer merely for raising a genuine complaint or exercising a lawful consumer right. Fraudulent, abusive or threatening conduct may, however, be addressed according to the Terms and Conditions.

• Customer Support: +91 78925 29968
• WhatsApp: +91 78925 29968
• General Support Email: info@m5infosolution.com
• Grievance Officer Email: info@m5infosolution.com
• Privacy Email: info@m5infosolution.com
• Registered Office: #54/3, 2nd Cross, 1st R Block, Rajajinagar, Bangalore – 560010, India
• Working Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST