Effective Date: June 17, 2025

At advlust.com, we are committed to providing a seamless and transparent shopping experience. As the official and exclusive distributor of Diode Dynamics LED products in India, we hold ourselves to the highest standards of customer service and compliance. This Grievance Redressal Policy outlines our structured approach for addressing customer grievances in a prompt, fair, and legally compliant manner, in accordance with the Consumer Protection Act, 2019, Information Technology Act, 2000, and the Digital Personal Data Protection Act (DPDPA), 2023.

1. Scope of the Policy
 This policy applies to all grievances or complaints raised by users, customers, or visitors of our website (www.advlust.com) concerning our products, services, website experience, data handling practices, delivery, warranty, returns, cancellations, or any aspect of our operations. It also covers concerns related to data privacy or the misuse of personal information under applicable data protection laws.

2. Lodging a Grievance
 Customers may submit their grievances through any of the following channels:

  • Email: Send your detailed concern to our Grievance Officer at grievance.advlust@gmail.com
  • Phone: Call us at +91 8897320505 during business hours (Mon–Sat, 10 AM–6 PM IST)
  • Postal Mail: Address your written complaint to: Flat B2, Westend Apartments, Masthan Nagar, Doctor's colony, Madhapur, Beside Soukun, Hyderabad, Telangana, India, 500033

Grievance Officer – Shailaja K
Flat B2, Westend Apartments, Masthan Nagar, Doctor's colony, Madhapur, Beside Soukun, Hyderabad, Telangana, India, 500033

Alternatively, users can visit our “Contact Us” page to submit a grievance using the online contact form.

3. Acknowledgment of Complaint
 Upon receipt of a complaint or grievance, we will acknowledge the same within 48 (forty-eight) working hours, either through email or phone. The acknowledgment will include a grievance tracking ID (if applicable) and an expected timeline for resolution.

4. Resolution Timelines
 We are committed to resolving grievances within a period of 30 (thirty) days from the date of receipt. The resolution may involve a direct response, escalation to the concerned department, issuance of refund/replacement, clarification of our policies, or corrective action, depending on the nature of the grievance.

If additional time is required for investigation or action, the complainant will be informed of the delay and provided with an updated expected date of resolution.

5. Escalation Mechanism
 If a customer is dissatisfied with the resolution provided by our support team or Grievance Officer, they may request an escalation. Escalations will be reviewed by a senior member of our management team, and a further response will be provided within 7 working days of the escalation request.

6. Privacy & Confidentiality
 All complaints and user information shared in the grievance process will be handled in accordance with our Privacy Policy and the DPDPA 2023. We assure complete confidentiality of your personal data, and any use or disclosure will strictly adhere to lawful and permitted purposes.

7. Withdrawal of Complaint
 If the complainant wishes to withdraw the grievance during the investigation or resolution process, they may inform the Grievance Officer in writing or via email. Upon confirmation, the grievance will be closed, and a formal communication will be sent confirming the same.

8. Maintenance of Records
 All grievances received and actions taken shall be logged and maintained for a minimum period of 3 (three) years, or as may be required under applicable laws. This includes date of receipt, nature of grievance, communication records, and resolution details.

9. Governing Law and Jurisdiction
 This policy shall be governed in accordance with the laws of India. Any disputes arising out of or relating to this Grievance Redressal Policy shall be subject to the exclusive jurisdiction of the competent courts in Hyderabad, Telangana.

10. Contact for Grievance Redressal
 For all concerns and complaints, please contact:
 Grievance Officer: Shailaja K
 Email: grievance.advlust@gmail.com
 Phone: +91 8897320505
 Postal Address: Flat B2, Westend Apartments, Masthan Nagar, Doctor's colony, Madhapur, Beside Soukun, Hyderabad, Telangana, India, 500033