Last Updated: 1 September 2026
At Diaita – The Way of Healthy Living, we value our customers and are committed to providing a reliable, transparent and responsive customer-support experience.
This Contact & Grievance Redressal Policy explains how customers can contact Diaita regarding orders, products, payments, delivery, refunds, privacy, food-safety concerns and other complaints.
Brand Name: Diaita
Website: www.diaita.com
Tagline: The Way of Healthy Living
Legal Entity / Business Name: [Insert Legal Entity Name]
Business Address: [Insert Complete Business Address]
Customers can contact Diaita for assistance regarding:
Product information
Ingredients and allergens
Orders
Order status
Delivery
Payment
Cancellation
Refunds
Returns/replacements
Damaged products
Wrong products
Food-safety concerns
Website-related issues
Account-related issues
Privacy-related requests
Promotional offers
Other customer-service matters
Email: [Insert Customer Support Email]
Phone: [Insert Customer Support Number]
Business Address: [Insert Complete Address]
Customer Support Hours: [Insert Days & Hours]
For the purpose of this Policy, a grievance may include a complaint or concern regarding:
Products sold by Diaita
Product quality
Food safety
Packaging
Labelling
Order processing
Payment
Delivery
Cancellation
Refund
Return/replacement
Customer service
Website functionality
Privacy or personal-data processing
Promotional offers
Any other service provided through www.diaita.com
Customers are encouraged to contact Diaita as soon as reasonably possible after identifying an issue.
A complaint may be submitted through:
[Insert Grievance Email]
[Insert Customer Support Number]
If a dedicated complaint/grievance form is available on the website, customers may also submit their complaint through that form.
To help us investigate and resolve a complaint efficiently, customers should provide, where applicable:
Full name
Order ID
Registered mobile number
Email address
Product name
Date of purchase
Description of the issue
Photographs/videos
Invoice/order confirmation
Batch/Lot number
Best-before/expiry information
Delivery information
Payment/transaction reference, where applicable
Customers should avoid sharing unnecessary sensitive personal or financial information.
Food-safety complaints will be treated with particular attention.
If a customer believes that a Diaita product is:
Spoiled
Contaminated
Expired
Tampered with
Leaking
Damaged
Unsafe for consumption
the customer should not consume the product.
Please retain the product and packaging and contact Diaita as soon as possible.
Diaita may request:
Product photographs
Packaging photographs
Seal photographs
Batch/Lot information
Best-before/expiry information
Order ID
Unboxing photographs/video
Other relevant information
This information may be used to investigate the complaint and, where appropriate, identify the relevant batch or delivery.
If a product arrives with a broken seal, visible tampering, leakage or significant damage, customers should avoid consuming the product and contact Diaita promptly.
Where appropriate, Diaita may investigate the issue with the relevant delivery partner and provide an applicable replacement, refund or other resolution.
Customers may contact us regarding:
Delayed delivery
Failed delivery
Wrong delivery address
Missing products
Wrong products
Damaged packages
Partial delivery
Order marked delivered but not received
Please provide the Order ID whenever possible.
Diaita will review the relevant order and delivery information and coordinate with the applicable delivery partner where necessary.
For payment-related complaints, customers should provide:
Order ID
Transaction/reference number
Date and approximate time
Payment method
Amount involved
If a payment was deducted but the order was not successfully created, Diaita may investigate the matter with the applicable payment gateway.
Customers should never share their PIN, CVV, banking password or other confidential payment credentials with Diaita's customer-support team.
Complaints regarding cancellations, returns, replacements or refunds will be handled according to Diaita's applicable:
Cancellation & Refund Policy
Return / Replacement Policy
Terms & Conditions
Where a customer believes that a request has been incorrectly rejected or requires further review, the customer may escalate the matter through the grievance contact provided below.
If you have a concern regarding the collection, use, processing, storage, correction or deletion of your personal information, you may contact Diaita's privacy/grievance contact.
Name: [Insert Name]
Designation: [Insert Designation]
Email: [Insert Privacy Email]
Phone: [Insert Phone Number]
Privacy-related requests will be handled in accordance with Diaita's Privacy Policy and applicable data-protection requirements.
Name: [Insert Grievance Officer Name]
Designation: [Insert Designation]
Email: [Insert Grievance Email]
Phone: [Insert Phone Number]
Address: [Insert Complete Business Address]
The Grievance Officer will receive and review customer grievances submitted through the designated channel.
Where appropriate, Diaita may acknowledge receipt of a complaint through:
Phone
SMS
Website communication
Other appropriate communication channels
The acknowledgement may include a complaint/reference number where such a system is available.
Diaita may follow the following general process:
The customer submits the complaint through an available support/grievance channel.
Diaita may verify:
Customer information
Order information
Product information
Delivery information
Supporting documents/photos
Where necessary, Diaita may investigate the matter internally and/or with:
Delivery partners
Payment providers
Manufacturing/packing partners
Relevant service providers
Depending on the nature of the complaint, an appropriate resolution may include:
Explanation
Correction
Replacement
Refund
Cancellation
Account assistance
Other appropriate remedy
The resolution will depend on the circumstances and applicable law.
Diaita aims to review customer grievances promptly and provide a response within the applicable legal and operational timeframe.
The time required to resolve a complaint may vary depending on its nature and complexity.
For example, complaints requiring investigation with a:
Delivery partner
Payment provider
Manufacturing/packing facility
Food-safety team
may require additional time.
Where additional investigation is required, Diaita may communicate the status of the complaint to the customer.
Food-safety complaints may be prioritised because they can involve potential consumer-health and product-safety concerns.
Where a complaint indicates a potential wider product or batch issue, Diaita may take additional steps, including:
Internal investigation
Batch identification
Temporary suspension of sale
Product withdrawal
Customer communication
Replacement/refund where applicable
Recall procedures
Regulatory communication where required
If you believe that product information displayed on www.diaita.com is:
Incorrect
Incomplete
Misleading
Inconsistent with the product packaging
Missing required information
please contact Diaita with the relevant product name and details.
Diaita may review the product listing and make appropriate corrections where required.
If you believe that allergen or ingredient information is inaccurate or incomplete, please contact Diaita immediately.
Customers with known allergies should not consume a product where the applicable ingredient/allergen information is uncertain.
Diaita may investigate the product formulation, packaging and relevant information.
If a customer is not satisfied with the response received from customer support, the complaint may be escalated to the Grievance Officer using the contact details published on this page.
[Insert Grievance Email]
Please mention:
Subject: Escalation – Order [Order ID]
and include the previous complaint/reference number where available.
Nothing in this policy prevents a customer from exercising any legal or statutory right or remedy available under applicable law.
The Consumer Protection (E-Commerce) Rules, 2020 form part of India's e-commerce consumer-protection framework and contain requirements relating to grievance redressal and disclosure of relevant e-commerce information.
Diaita will not intentionally penalise or discriminate against a customer merely for raising a genuine complaint or exercising a lawful consumer right.
Customers are expected to provide truthful and accurate information when submitting a grievance.
Diaita may investigate complaints that appear to involve:
False information
Fraudulent claims
Deliberate product manipulation
Repeated abusive refund/replacement requests
Fraudulent payment claims
False delivery claims
Any action taken will be subject to applicable law.
Diaita will handle customer complaints and information responsibly.
Information may be shared with relevant internal teams or service providers where reasonably necessary to investigate and resolve a complaint, subject to applicable privacy requirements.
Please refer to Diaita's Privacy Policy for further information regarding personal-data processing.
Diaita may update this Contact & Grievance Redressal Policy from time to time to reflect:
Changes in business operations
Changes in customer-support processes
Changes in delivery/payment systems
Changes in applicable laws or regulations
Regulatory requirements
The latest version will be published on this page with the updated Last Updated date.
The Way of Healthy Living
Website: www.diaita.com
Customer Support:
[Insert Email]
[Insert Phone]
Grievance Officer:
[Insert Name]
[Insert Designation]
Grievance Email: [Insert Email]
Business Address:
[Insert Complete Address]