Dookan legal
Grievance Redressal Policy
Dookan follows a three-step grievance process in line with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines) Rules, 2021.
1.Step 1 — Customer support
Raise a support request from your order page, or email support@dookan.live.
We acknowledge every complaint within 48 hours and aim to resolve it within 7 days.
2.Step 2 — Grievance Officer
If you are not satisfied, escalate to the Grievance Officer at grievance@dookan.live.
The Grievance Officer acknowledges complaints within 48 hours and resolves them within one month, as required by law.
3.Step 3 — Consumer forums
You may also approach the National Consumer Helpline (1915), the e-Daakhil portal, or the appropriate consumer commission under the Consumer Protection Act, 2019.
4.What to include
Your name and registered mobile number, the order number, a description of the issue and photos where relevant. This helps us resolve faster.
5.Officer details
The name, designation, postal address and phone number of the Grievance Officer and the registered office of the business will be published here. Please share these details so they can be added exactly as registered.
Questions about this policy?
Email support@dookan.live for orders and grievance@dookan.live for escalations.