Customer Support and Grievance Redressal Policy

CLOWE SHOP— www.cloweshop.com

Operated by CLOWE PARTNERS LLP.

Last updated: 17 October 2026

This Policy is published under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 4(4) and 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, and Section 13 of the Digital Personal Data Protection Act, 2023.

1. How to Reach Us

1.1 Please keep Your order number ready. For AI Try-On and data-related queries, please state the registered mobile number or e-mail address.

1.2 Our representatives will never ask for Your password, full card number, CVV, OTP or UPI PIN. Please do not share these with any person claiming to represent Us.

2. First-Level Support

2.1 Queries relating to orders, delivery, cancellation, exchange, refunds, payments, the AI Try-On and account access are handled by the Customer Support team.

2.2 Indicative response timelines:

Channel — First response

• In-web chat — within 1 hour during support hours
• E-mail — support@cloweshop.com: within 24 hours
• Telephone — +91 8929316316, 8929314314: immediate, during support hours

2.3 Every query is assigned a ticket number, which is communicated to the Customer and may be used to track the matter.

2.4 Where the matter concerns the Product itself, the Vendor is required to respond within 24 hours of the query being routed to it.

3. Escalation

3.1 Where a Customer is not satisfied with the resolution offered at the first level, the matter may be escalated as follows:

Level 1 — Customer Support: support@cloweshop.com. Response within 24 hours.

Level 1 — Customer Support by telephone: +91 8929316316, 8929314314.

Level 2 — Nodal Officer

Name: Nitin Designation: Nodal officer E-mail: support@cloweshop.com

Appointed under Rule 4(3) of the Consumer Protection (E-Commerce) Rules, 2020 for coordination with law-enforcement agencies and to ensure compliance with the Information Technology Act, 2000 and the rules thereunder. Response within 72 hours.

Level 3 — Grievance Officer

Name: Amit Designation: Grievance officer E-mail: support@cloweshop.com Hours: 9AM to 5PM, Monday to Friday (excluding public holidays)

3.2 A complaint to the Grievance Officer must state the complainant’s name and contact particulars, the order, ticket or listing reference, a clear statement of the grievance, the relief sought, and supporting documents.

4. Statutory Timelines

4.1 The Grievance Officer shall acknowledge every complaint within fourty-eight (48) hours of receipt and shall dispose of it within fifteen (15) days, in accordance with Rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

4.2 In respect of consumer complaints, receipt shall be acknowledged within fourty-eight (48) hours and the complaint redressed within one (1) month from the date of receipt, in accordance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.

4.3 A complaint seeking removal of content that exposes the private area of a person, shows a person in full or partial nudity, depicts a person in a sexual act, or is in the nature of impersonation including an artificially morphed image, shall be acted upon within twenty-four (24) hours of receipt. Such complaints, including any concerning misuse of the AI Virtual Try-On, may be sent to support@cloweshop.com marked “URGENT — Rule 3(2)(b)”.

4.4 Requests by a Data Principal under Sections 11 to 14 of the Digital Personal Data Protection Act, 2023 — for a summary of personal data processed, correction, erasure, withdrawal of consent, or nomination — shall be responded to within 7 working days.

4.5 Where a complaint is not capable of resolution within the applicable period, the complainant shall be informed of the reason and the expected date of resolution.

5. What We Can and Cannot Do

5.1 We can: take up the matter with the Vendor or the logistics partner; arrange exchange, replacement, reverse pickup or refund where the applicable policy provides for it; trace a consignment; process a cancellation; assist with payment reversals and chargeback documentation; remove unlawful or infringing content; and act on data-protection requests.

5.2 We cannot: act as the seller of a Product, or assume the Vendor’s warranty or product-liability obligations; compel the issuing bank or payment service provider to credit a refund within a particular period; accept a return on a ground excluded by the Return, Exchange and Refund Policy, including dissatisfaction with an AI Try-On rendering; or adjudicate a dispute between a Customer and a Vendor as a court or tribunal.

6. Vendor Grievances

6.1 Vendors may raise grievances relating to settlement, penalties, delisting, performance metrics or listing suppression through the Vendor dashboard or at E-mail: support@cloweshop.com

.

6.2 A Vendor not satisfied may escalate to the Nodal Officer and thereafter to the Grievance Officer, and thereafter proceed in accordance with the dispute-resolution provisions of the Vendor Terms and Seller Agreement, under which the seat of arbitration is New Delhi.

7. Conduct

7.1 Our personnel and delivery agents are entitled to be treated with courtesy. Abusive, threatening or obscene conduct may result in a call being terminated, support being restricted to written channels, and, in a serious case, suspension of the account and a complaint to the police.

7.2 Communications with Customer Support may be recorded and retained for quality, training and evidentiary purposes, in accordance with the Privacy Policy.

8. External Remedies

8.1 A Customer not satisfied with the resolution may approach:

• the National Consumer Helpline, telephone 1915, or the INGRAM portal at consumerhelpline.gov.in;
• the District, State or National Consumer Disputes Redressal Commission having jurisdiction under the Consumer Protection Act, 2019;
• for payment-related matters, the grievance officer of the concerned payment system participant, and thereafter the Reserve Bank of India Ombudsman under the Reserve Bank — Integrated Ombudsman Scheme, 2021;
• for personal-data matters, the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.

8.2 Nothing in this Policy restricts, excludes or derogates from the rights and remedies of a consumer under the Consumer Protection Act, 2019.

9. Records

9.1 Complaints, ticket records and the action taken are retained for 3 years for audit and compliance purposes.