Effective date: 15 August 2026
Valenza Luxe provides this mechanism for complaints relating to orders, products, payments, delivery, privacy or use of the website.
Grievance officer
Name: Akshika Sharma
Designation: Grievance Officer
Email: care@valenzaluxe.com
Telephone/WhatsApp: +91 88290 31294
Address: Dhor Building, Aachar Walo Ki Gali, Gopal Ji Ka Rasta, Jaipur, Rajasthan 302002, India
Working hours: Monday to Saturday, 10:00 a.m. to 5:00 p.m. IST, excluding public holidays
How to submit a grievance
Please email or message the Grievance Officer and provide, where applicable:
your name and contact details;
order number and date of purchase;
a clear description of the concern and the remedy requested;
relevant photographs, video, payment reference, courier information or correspondence; and
any accessibility or communication assistance required.
Do not send passwords, full card numbers, one-time passwords or other unnecessary sensitive information.
Response timeline
Valenza Luxe will acknowledge a consumer grievance within 48 hours of receipt and will aim to resolve it as soon as reasonably possible and, in any event, within one month of receipt. If additional information is required, we may request it from the customer. The time reasonably taken by the customer to provide essential information may affect the investigation timetable.
Assessment and outcome
The Grievance Officer will review the order record, product information, communications, photographs or video, courier data and other relevant evidence. Outcomes may include an explanation, correction, replacement, refund, privacy action or another remedy required by applicable law.
A decision about misuse, improper storage, normal wear or care-related damage will be made reasonably and in good faith. It will not remove any statutory right or prevent the customer from pursuing an available external remedy.
External remedies
If a customer is not satisfied with the outcome, the customer may use the National Consumer Helpline, the e-Jagriti consumer platform, or an appropriate Consumer Disputes Redressal Commission or other authority. Nothing in this policy requires a customer to waive a right available under applicable law.