India Grievance Redressal and Contact Policy

What you can raise

You may contact us about orders, payments, delivery, damaged products, missing items, refunds, privacy rights, product quality, adverse events, accessibility, misleading content, or account issues.

How to contact us

Email care@aoraspectrum.com with your order number, phone number, issue summary, photos or documents where relevant, and the outcome you are requesting.

Privacy and data requests may be sent to privacy@aoraspectrum.com. Product quality and adverse event reports may be sent to safety@aoraspectrum.com.

Grievance Officer

Under Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer for Aora India is:

K Bhoopathi, Data Protection and Grievance Officer
Email: grievance@aoraspectrum.com
Phone: +91 73388 52448
Address: Aora India Private Limited, Kumara Vijayam, A-1, 187 Royapettah High Road, Mylapore, Chennai 600004, Tamil Nadu, India

If the Grievance Officer is unavailable, Dinakaran L acts in that role.

Response timelines

We acknowledge every complaint within 48 hours of receipt and resolve it within one month of receipt, as the Consumer Protection (E-Commerce) Rules require. Ordinary order issues are usually resolved sooner, subject to courier, payment, warehouse, or product review timelines.

Complex privacy, legal, product quality, or adverse event matters may require verification and escalation within that month.

Escalation

If you are not satisfied with the first response, reply to the same thread and request escalation. We will route the issue to the relevant operations, privacy, legal, or product quality owner.