Effective Date: 1 January 2025
Kelenate is committed to providing customers with a clear, accessible and timely mechanism for raising and resolving complaints and consumer grievances.
This Grievance Redressal Policy applies to purchases and services provided through www.kelenate.in, operated by M/s North West under the brand name Kelenate.
For ordinary questions or issues relating to:
orders;
payments;
shipping or delivery;
product information;
cancellations;
returns;
replacements;
refunds;
account-related assistance; or
other routine customer-service matters,
please first contact Kelenate Customer Support.
Customer Support Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Support Hours: Monday–Saturday, 10:00–18:00 IST
Our Customer Support team will attempt to resolve the matter through the normal support process.
If a consumer complaint is not satisfactorily resolved through ordinary Customer Support, or if the matter requires formal grievance escalation, the consumer may contact the Grievance Officer.
Grievance Officer: Amit Gupta
Designation: Grievance Officer – Kelenate
Email: sales@kelenate.in
Phone: +91 9899107642
Address: B-26/4, Wazirpur Industrial Area, Delhi - 110052
Hours: Monday–Saturday, 10:00–18:00 IST
Consumer grievances submitted to the Grievance Officer are:
acknowledged within 48 hours of receipt; and
redressed within one month from the date of receipt.
Where additional information is reasonably required from the consumer to investigate the matter, we may request that information as part of the grievance process.
To help us investigate and resolve a grievance efficiently, please provide, where relevant:
customer's full name;
Order ID;
registered email address or telephone number;
product concerned;
date of order and/or delivery;
clear description of the complaint;
steps already taken with Customer Support;
desired resolution;
photographs or videos where relevant;
payment or refund reference where relevant;
courier or tracking information where relevant; and
any other document reasonably relevant to the complaint.
Please do not send passwords, OTPs, UPI PINs, ATM PINs, card CVVs or other confidential authentication credentials.
Where practicable, the grievance should be identifiable through the relevant email correspondence, Order ID or another available reference.
Consumers should use an email address or telephone number at which they can reasonably be contacted regarding the complaint.
We may communicate with the consumer to:
acknowledge the grievance;
request clarification or supporting information;
provide investigation updates;
propose or communicate a resolution; or
explain any additional time reasonably required where applicable.
A grievance may relate to matters including:
non-delivery;
delayed delivery;
incorrect product;
defective or damaged product;
materially misdescribed product;
missing item;
cancellation;
return or replacement;
refund;
payment;
pricing;
invoice;
unauthorised transaction concern;
customer-support experience;
privacy concern;
website representation;
product information; or
another consumer-related issue concerning Kelenate.
Complaints concerning cancellations, returns, replacements or refunds will be considered together with our Cancellation, Return, Replacement & Refund Policy.
Submitting a grievance does not reduce or remove any statutory consumer right or remedy.
Complaints concerning dispatch, courier service, non-delivery, Return to Origin, damaged shipment or delivery status will be considered together with our Shipping & Delivery Policy.
Where necessary, Kelenate may raise an investigation with the relevant courier or logistics provider.
Use of a third-party courier does not prevent a consumer from raising an appropriate complaint with Kelenate.
For payment-related complaints, we may require information such as:
Order ID;
transaction reference;
payment status;
payment date;
amount;
payment method; and
available bank or payment-provider confirmation.
Never provide your OTP, UPI PIN, CVV, ATM PIN, banking password or other secret authentication credential to Kelenate Customer Support or the Grievance Officer.
Where necessary, payment-related matters may also require investigation by the relevant bank or payment service provider.
Privacy-related complaints or requests may also be submitted to the Grievance Officer.
Such matters will be handled in accordance with our Privacy Policy and the data-protection law applicable at the relevant time.
We will consider complaints based on the facts and information reasonably available.
We may review information such as:
order records;
payment status;
product details;
correspondence;
photographs or videos;
warehouse records;
courier tracking;
proof of delivery;
return inspection; and
other relevant records.
Consumers will not be treated adversely merely because they make a legitimate complaint or exercise a lawful consumer right.
Kelenate may investigate a complaint where there is reasonable evidence of fraud, deliberate misrepresentation, product substitution, manipulated evidence or another abusive practice.
This provision will not be used merely to reject a bona fide consumer complaint.
Depending on the circumstances and applicable law, a grievance may be resolved through measures such as:
clarification or information;
correction of records;
delivery assistance;
replacement;
return;
refund;
correction of an invoice;
correction of product or website information;
privacy-related action;
another appropriate remedy; or
a reasoned explanation where the requested remedy is not applicable.
Any remedy remains subject to applicable law and the circumstances of the individual case.
This internal grievance mechanism is intended to provide customers with a convenient method of resolving disputes directly with Kelenate.
It does not restrict a consumer from approaching a Consumer Commission, governmental authority or another forum having jurisdiction under applicable law.
Nothing in this Policy excludes, restricts or waives any consumer right or remedy that cannot lawfully be excluded.
This Grievance Redressal Policy should be read together with:
Terms & Conditions;
Privacy Policy;
Shipping & Delivery Policy; and
Cancellation, Return, Replacement & Refund Policy.
Where a provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
Brand: Kelenate
Owner / Operator: M/s North West
Website: www.kelenate.in
GSTIN: 07AJPPG2208L1Z4
Business / Principal Address:
B-26/4, Wazirpur Industrial Area, Delhi - 110052
Amit Gupta
Grievance Officer – Kelenate
Email: sales@kelenate.in
Phone: +91 9899107642
Address: B-26/4, Wazirpur Industrial Area, Delhi - 110052
Hours: Monday–Saturday, 10:00–18:00 IST
Consumer grievances are acknowledged within 48 hours and redressed within one month from the date of receipt.
Kelenate
Operated by M/s North West
B-26/4, Wazirpur Industrial Area, Delhi - 110052
GSTIN: 07AJPPG2208L1Z4