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A6. Grievance Redressal Policy

Effective Date: October 1, 2025  |  Last Updated: October 1, 2025

A. Introduction

This Grievance Redressal Policy (the “Policy”) outlines the framework established by ‘Earthifactz Artizanz Pvt. Ltd.’ And the brand ‘Etthnovistta’ (the “Company” or “Brand” or “We” or “Us”) to address and resolve grievances raised by consumers (“Consumer” or “You”) who purchase goods and services from the Company’s website (www.Etthnovistta.in) (the “Website”) from time to time. This Policy aims to ensure a fair, transparent, and efficient process for addressing your concerns and achieving maximum consumer satisfaction, in accordance with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

B. Details of the Company / Brand

The details of the Company responsible for the Website and the contact information are provided below. You may contact Us through the below-mentioned contact details, and We will be glad to assist You.

1. Legal Entity Name: Earthifactz Artizanz Pvt. Ltd.
2. Corporate Office: Plot No 1, KK Plaza, 4th Floor, (Top Floor), Shiksha Mandal, Huzur, Bhopal – 462011, Madhya Pradesh.
3. Registered Office: Plot No 1, KK Plaza, 4th Floor, (Top Floor), Shiksha Mandal, Huzur, Bhopal – 462011, Madhya Pradesh.
4. Name of the website:Etthnovistta.com (“Website”)
5. Details of the website: E-Commerce Artisan Retail and Service Platform
6. GST Identification Number (GSTIN): 23AAICE7864K1Z7

C.Purpose of the Policy

C.1 The Policy is designed to address any Consumer complaints or issues through a well-defined and proper mechanism, ensuring maximum consumer satisfaction.

C.2 This Policy functions to ensure that Consumers are treated fairly at all times, and the Company undertakes its best efforts to deal with any Consumer grievance promptly, efficiently, and with courtesy. The Company values all feedback and will use it for continuous improvement of its products and services.

D. Grievance Redressal Mechanism

D.1 At ‘Etthnovistta’, customer centricity is our top priority, and hence we are committed to providing the best experience to all our Consumers. We encourage and look forward to any feedback that will help us improve further.

D.2 For the purpose of this Policy, “grievance” or “complaint” includes any communication from the Consumer that expresses dissatisfaction regarding the products or services offered through the Website and seeks a remedial action. However, it does not include the following:

1. Complaints that are incomplete or not specific in nature.
2. Communications offering general suggestions or feedback.
3.  Communications seeking guidance or explanation about products or services.

D.3 ‘Etthnovistta’ is committed to addressing all complaints and grievances of Consumers concerning any goods or services provided over the Website in a time-bound and efficient manner. For this purpose, ‘Etthnovistta’ has designated a Grievance Officer (“Grievance Officer”) who is responsible for Consumer grievance redressal in accordance with the mechanism outlined in this Policy. You can contact the Grievance Officer through the below-mentioned contact details. The Grievance Officer is empowered and trained to handle consumer complaints effectively.

1. Name: Mr. Sujoy Basu
2. Email: contact@earthifactz.com
3. Phone: +91 9810278224

D.4 Upon receiving a complaint via email or telephonic communication through the channels specified above, the Consumer will receive an acknowledgment of the grievance from the Grievance Officer within 48 (forty-eight) hours.

D.5 Each Consumer who files a complaint with the Grievance Officer will receive a unique ID for tracking the status of their complaint. This tracking ID will be communicated in the acknowledgment email/message. You can use this ID when following up on your grievance.

D.6 The Grievance Officer will undertake best endeavors to redress the grievances of the customer as quickly as possible, and in any event, grievances will be addressed within 1 (one) month from the date of receipt of the grievance. ‘Etthnovistta’ strives to resolve grievances within a shorter timeframe wherever feasible.

D.7 A grievance will be considered as disposed of and closed in any of the following instances:

1. Where the complainant has communicated their acceptance of the response or resolution provided by the Grievance Officer or any other person associated with the Company.
2. Where the complainant has not responded within thirty (30) days of the receipt of the written response and has not raised any further grievance or complaint regarding the same subject matter.

D.8 In the unlikely event that your issue remains unresolved to your satisfaction after escalating to our Grievance Officer, you may escalate the issue to our Nodal Officer (details specified below). We will respond within 7 (seven) business days from the date of receipt of your email. Escalation to the Nodal Officer is appropriate if you are dissatisfied with the resolution provided by the Grievance Officer.

D.9 The contact numbers displayed above shall be operational on Monday to Friday from 10:00 AM to 05:00 PM Indian Standard Time (IST) only, excluding public holidays. You are requested to follow the IVR options (if any) to direct your call appropriately.

Details of the Nodal Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a resident nodal person (“Nodal Person”) who shall be responsible for ensuring compliance with the provisions of the Consumer Protection Act, 2019, and the rules made thereunder. You can contact the Nodal Officer through the below-mentioned contact details in case of any escalation of complaints that remain unresolved by the Grievance Officer.

1. Name: Ms. Aparna Awasthi
2. Email: nodal@earthifactz.com

E. Information Requests

Prior to purchasing any goods or services from the Website, any person may request the following information about the seller (‘Etthnovistta’):

1. Principal geographic address of headquarters and all branches (as provided in Section 2).
2. Name and details of the website (www.Etthnovistta.com – E-Commerce Artisan Retail and Service Platform).
3. E-mail address (contact@earthifactz.com).
4. Any other information necessary for communication with the seller for effective dispute resolution. You can direct such requests to contact@earthifactz.com .

F. Consumer Rights

This Grievance Redressal Policy is in addition to and does not limit your rights as a consumer under the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

G. Record Keeping

The Company will maintain proper records of all grievances received, the process of redressal, and the final outcome, in accordance with applicable regulations.

H. Policy Updates

This Grievance Redressal Policy may be updated from time to time. We will post the updated policy on our Website, and the date of the last update will be indicated at the top of the policy. We encourage you to review this policy periodically for any changes.