1. Grievance officer
In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, XLVERO IT PRIVATE LIMITED has appointed a grievance officer to receive and resolve complaints from customers and users of this website.
- grievance@xlvero.com
- Phone
- 8796135189
- Postal address
- WA-13, WZ-11, Vill Asalatpur, Janak Puri, Shop at Ground Floor out of Property No. 13, New Delhi, Delhi - 110058
- Working hours
- Monday to Friday, 10:00 – 19:00 IST
Saturday, 10:00 – 16:00 IST
2. How to raise a grievance
Most problems are solved fastest by writing to support@xlvero.com or using the contact form — a delayed parcel or a stuck refund usually does not need a formal complaint.
If that route has not worked, or the matter is serious, write directly to the grievance officer at the address above with “Grievance” in the subject line. You may write in English or Hindi.
3. What to include
- Your name and the mobile number or email address on the order.
- The order reference (it begins with XV).
- A clear description of the problem and when it happened.
- Photographs, where the complaint is about a damaged, defective or wrong item.
- Copies of any earlier correspondence with our support team.
- What you would like as a resolution — replacement, refund, or something else.
4. Our timelines
| Stage | Timeline |
|---|---|
| Acknowledgement with a ticket reference | Within 24 hours of receipt |
| Substantive first response | Within 48 hours |
| Resolution | Within 15 days, as required by the IT Rules, 2021 |
| Complaints about unlawful content | Removed or disabled within 36 hours of a valid order |
If a matter needs longer — because it depends on a courier trace or a supplier inspection — we tell you why and give a revised date rather than letting it go quiet.
5. Escalation
Customer support
Email or the contact form. First reply within one working day. Nearly everything ends here.
Grievance officer
If step one did not resolve it within 7 days, write to the officer above with your earlier ticket reference.
Consumer forum
If we have not resolved it within 15 days, you may approach the authorities in the next section.
6. Consumer forums
Nothing here limits your statutory rights. You may at any time approach:
- The National Consumer Helpline on 1915, or at consumerhelpline.gov.in.
- The consumer commission — district, state or national — with jurisdiction over your address, under the Consumer Protection Act, 2019.
- The Data Protection Board of India, for complaints about personal data under the Digital Personal Data Protection Act, 2023.
7. What this process covers
Orders, payments, refunds, deliveries and returns; product quality and warranty claims; the accuracy of anything published on this website; the handling of your personal data; and any content you believe to be unlawful. If a complaint falls outside our control — a bank-side reversal, for example — we say so plainly and point you to the party that can act.
Last updated July 2026