Grievance Redressal Policy

Last Updated: 9 August 2026

At Nyxure, we are committed to providing customers, sellers, and other users of our marketplace with a transparent, fair, and accessible mechanism for raising and resolving complaints and grievances.

Nyxure is an Indian multi-vendor e-commerce marketplace owned and operated by Radhekishori Ecom Private Limited. Products listed on Nyxure are sold by independent sellers through the Nyxure marketplace and are subject to Nyxure’s applicable terms, policies, standards, and marketplace requirements.

This Grievance Redressal Policy explains how you can raise a complaint or grievance with Nyxure and how we handle such complaints.

This Policy should be read together with Nyxure’s Terms & Conditions, Privacy Policy, Return & Refund Policy, Cancellation Policy, Shipping & Delivery Policy, Seller Terms & Conditions, Seller Code of Conduct, and other applicable policies.

Purpose of This Policy

The purpose of this Grievance Redressal Policy is to provide a clear process through which customers, sellers, and other users can report concerns relating to the Nyxure marketplace.

Grievances may relate to matters including:

Nyxure will make reasonable efforts to review and address eligible grievances fairly and within applicable timelines.

Grievance Redressal Mechanism

Nyxure maintains a grievance redressal mechanism through which users may submit complaints and concerns.

Depending on the nature of the issue, a grievance may be handled by:

Nyxure may also coordinate with sellers, logistics providers, payment service providers, or other relevant third parties where their involvement is necessary to investigate or resolve a complaint.

Who Can Submit a Grievance?

A grievance may be submitted by:

Where required, Nyxure may request reasonable information or documentation to verify the identity of the complainant and investigate the grievance.

Types of Complaints

Users may contact Nyxure regarding matters including, but not limited to:

How to Raise a Grievance

Customers and users are encouraged to first raise order-related issues through their Nyxure account or Help Center, where available.

For matters that require formal grievance redressal, users may contact Nyxure using the grievance contact details provided at the end of this Policy.

When submitting a grievance, please provide sufficient information to allow Nyxure to investigate the matter.

Where applicable, please include:

Providing complete and accurate information may help Nyxure investigate and resolve the matter more efficiently.

Acknowledgement of Complaints

Where appropriate, Nyxure may acknowledge receipt of a grievance and provide a complaint or reference number.

The reference number may be used to identify and track the grievance during the resolution process.

Users should retain the reference number for future communication regarding the same matter.

Investigation and Resolution

After receiving a grievance, Nyxure may review the information provided and determine the appropriate course of action.

Depending on the nature of the grievance, Nyxure may:

Nyxure may take reasonable steps to resolve eligible grievances in a fair and timely manner.

The outcome of a grievance may depend on the facts of the matter, available evidence, applicable Nyxure policies, seller obligations, third-party information, and applicable law.

Seller-Related Complaints

Because Nyxure is a multi-vendor marketplace, products are sold by independent sellers through the Nyxure platform.

However, sellers are required to comply with Nyxure’s applicable marketplace rules, including the Seller Terms & Conditions and Seller Code of Conduct.

Where a grievance concerns a seller, Nyxure may investigate the matter and, where appropriate:

The action taken will depend on the nature and seriousness of the issue.

Product Complaints

Where a grievance concerns a product sold through Nyxure, the seller may be responsible for the product’s quality, authenticity, description, warranty, and other product-specific obligations.

Nyxure may nevertheless review the complaint and take appropriate marketplace action where the matter involves a violation of Nyxure’s policies or marketplace standards.

Customers should provide clear photographs, videos, invoices, packaging information, or other supporting material where requested.

Privacy and Personal Information Complaints

Complaints concerning personal information or privacy may be reviewed under Nyxure’s Privacy Policy and applicable data protection requirements.

Where a grievance concerns the handling of personal information, users should clearly identify the privacy-related nature of the complaint when submitting it.

Nyxure may request additional information reasonably necessary to verify the identity of the requester and process the complaint.

Complaints Concerning Prohibited or Illegal Activity

Nyxure takes marketplace integrity and user safety seriously.

Users may report suspected:

Nyxure may investigate such reports and take appropriate action, including restricting or removing content or listings, suspending accounts, or cooperating with competent authorities where legally required or appropriate.

Grievance Resolution Timelines

Nyxure will make reasonable efforts to acknowledge, investigate, and resolve grievances within applicable timelines. It may take about 60-90 business days for sharing the final resolution.

Certain complaints may require additional time because they involve:

Where additional time is reasonably required, Nyxure may communicate the status of the grievance or request additional information from the complainant.

Where a specific statutory timeline applies to a particular grievance, Nyxure will follow the applicable requirement.

Escalation

If a complainant is dissatisfied with the initial handling of a grievance, the complainant may request further review through Nyxure’s designated grievance mechanism.

The complainant should provide the original complaint or reference number and explain the reason for requesting escalation.

Nyxure may review the matter again and provide an appropriate response based on the available information and applicable policies.

Where an external statutory or regulatory grievance or appeal mechanism is available under applicable law, users may also have rights to approach the relevant authority or mechanism.

Grievance Officer

For grievances requiring escalation to Nyxure’s designated Grievance Officer, the following details should be used:

Grievance Officer
Name: Siva Jagu Raj

Designation: Grievance Officer

Company: Radhekishori Ecom Private Limited

Marketplace: Nyxure

Email: grievance@nyxure.com

Phone: +91 7788975977

Address:
4/21, Mordecai Lane
Motijheel, Dumdum
Kolkata, West Bengal, India

Grievance Submission:
[Insert Nyxure grievance submission URL, if available]

The Grievance Officer’s contact details should be kept updated whenever there is a change in the designated officer or contact information.

Information Required for Effective Grievance Handling

To help us investigate complaints efficiently, complainants should provide accurate and complete information.

Nyxure may request additional documents or information where reasonably necessary.

Depending on the grievance, this may include:

Failure to provide requested information may affect Nyxure’s ability to investigate or resolve the grievance.

False, Frivolous, or Abusive Complaints

Nyxure encourages users to submit genuine complaints.

Nyxure may take appropriate action where a user repeatedly submits:

This does not prevent a genuine complainant from raising a legitimate grievance or exercising any rights available under applicable law.

Confidentiality

Nyxure will handle grievance-related information in accordance with its Privacy Policy and applicable law.

Information may be shared with sellers, logistics providers, payment providers, service providers, professional advisers, regulators, law enforcement authorities, or other relevant parties where reasonably necessary to investigate or resolve a grievance or where required or permitted by law.

No Waiver of Legal Rights

Nothing in this Grievance Redressal Policy limits or removes any rights or remedies that a customer, seller, or other user may have under applicable law.

The grievance mechanism provided by Nyxure is intended to provide an accessible method for resolving concerns and does not prevent users from exercising rights available under applicable law.

Changes to This Policy

Nyxure may update this Grievance Redressal Policy from time to time to reflect changes in:

Any updated version will be published on this page with a revised “Last Updated” date.

Users are encouraged to review this Policy periodically.

Contact Us

For general customer support, users may contact Nyxure through the Nyxure Help Center or the customer support channels made available on the platform.

For grievances requiring formal redressal, please use the grievance contact details provided above.

Company
Radhekishori Ecom Private Limited

Operating Marketplace
Nyxure

Address
4/21, Mordecai Lane
Motijheel, Dumdum
Kolkata, West Bengal, India

Phone
+91 7788975977

Email
nyxure2024@gmail.com

Thank You

Thank you for using Nyxure.

We are committed to maintaining a transparent, fair, and responsible marketplace and to providing customers, sellers, and other users with an accessible mechanism for raising and resolving legitimate concerns.

Nyxure — Building Trust. Delivering Value. Making Life Beautiful.