संपर्क जानकारी

AERIDIAN — CONTACT & GRIEVANCE REDRESSAL POLICY

Effective Date: 12 August 2026
Last Updated: 12 August 2026

AERIDIAN is committed to providing customers with accessible and transparent channels for customer support, complaints and grievance redressal.

This Contact & Grievance Redressal Policy explains how customers can contact AERIDIAN regarding orders, products, payments, shipping, returns, refunds, privacy matters and other concerns relating to the AERIDIAN online store.

1. BUSINESS INFORMATION

Legal Name: RISHI ATULBHAI SUDANI
Trade Name: AERIDIAN
Constitution: Proprietorship
GSTIN: 24SBOPS7907B1Z1

Registered Place of Business

Building No./Flat No. 71
Shanti Nagar Housing Society
Laxmi Kant Ashram Road
Katargam
Surat, Gujarat – 395004
India

Principal Place of Business

35 Vishwakarma Industrial Estate
Near Prime Bank
Fulpada Road
Katargam
Surat, Gujarat – 395004
India

2. CUSTOMER SUPPORT

Customers may contact AERIDIAN regarding:

  • Orders
  • Products
  • Product information
  • Payments
  • Cash on Delivery
  • Shipping
  • Delivery
  • Returns
  • Exchanges
  • Refunds
  • Cancellations
  • Damaged products
  • Defective products
  • Incorrect products
  • Missing products
  • Account-related matters
  • Privacy matters
  • Website-related issues
  • Other customer-service concerns

Contact Details

Email: hello@aeridian.in

Phone: +91 9825406042

3. CUSTOMER SUPPORT HOURS

AERIDIAN customer support is generally available during normal business hours on business days.

Customer enquiries received outside normal business hours may be addressed on the next available business day.

Response times may vary depending on:

  • the nature of the enquiry;
  • the information required;
  • third-party investigations;
  • courier investigations;
  • payment-provider investigations; and
  • other circumstances affecting resolution.

4. ORDER-RELATED SUPPORT

When contacting AERIDIAN regarding an existing order, customers should provide:

  • Order number;
  • Customer name;
  • registered mobile number;
  • registered email address, where applicable;
  • Product name;
  • nature of the issue; and
  • relevant photographs or documents where applicable.

Providing the Order number helps AERIDIAN identify and resolve the issue more efficiently.

5. GRIEVANCE OFFICER

For the purposes of consumer grievance redressal, the designated Grievance Officer for AERIDIAN is:

Name: RISHI ATULBHAI SUDANI
Designation: Proprietor / Grievance Officer

Email: hello@aeridian.in
Phone: +91 9825406042

Postal Address

35 Vishwakarma Industrial Estate
Near Prime Bank
Fulpada Road
Katargam
Surat, Gujarat – 395004
India

The Consumer Protection (E-Commerce) Rules, 2020 and related government guidance require e-commerce entities to publish grievance-officer information and provide a mechanism through which consumers can submit complaints.

6. HOW TO REGISTER A COMPLAINT

Customers may register a complaint by contacting AERIDIAN through:

Email

hello@aeridian.in

Phone

+91 9825406042

Customers should provide sufficient information for AERIDIAN to understand and investigate the complaint.

Where appropriate, the complaint may be assigned a reference or complaint number for tracking.

7. TYPES OF COMPLAINTS

AERIDIAN accepts complaints relating to matters including:

  • Product quality
  • Product defects
  • Product damage
  • Incorrect Product
  • Incorrect size
  • Incorrect colour
  • Missing Products
  • Order processing
  • Payment issues
  • COD issues
  • Shipping delays
  • Delivery problems
  • RTO issues
  • Returns
  • Exchanges
  • Refunds
  • Cancellation
  • Website issues
  • Account issues
  • Privacy concerns
  • Misleading or incorrect information
  • Other matters concerning AERIDIAN products or services

8. COMPLAINT ACKNOWLEDGEMENT

AERIDIAN will make reasonable efforts to acknowledge customer complaints received through its official support channels.

Where a complaint reference number is generated, customers should retain that number for future communication regarding the same complaint.

Customers may be asked to provide additional information where reasonably necessary to investigate or resolve the complaint.

9. GRIEVANCE RESOLUTION

AERIDIAN will make reasonable efforts to investigate and resolve legitimate complaints as promptly as reasonably practicable.

The time required to resolve a complaint may depend upon its nature.

For example, complaints involving:

  • courier delivery;
  • payment gateways;
  • banks;
  • logistics providers;
  • damaged parcels;
  • third-party service providers; or
  • other external parties

may require additional investigation.

Where a third party is involved, AERIDIAN may need to obtain information from that third party before providing a final resolution.

10. COMPLAINTS INVOLVING COURIER OR DELIVERY

For delivery-related complaints, AERIDIAN may investigate the matter with the relevant logistics provider.

The investigation may include:

  • shipment tracking;
  • delivery scans;
  • delivery attempts;
  • proof of delivery, where available;
  • courier records;
  • package information; and
  • other relevant information.

Customers should cooperate reasonably with the investigation.

11. COMPLAINTS INVOLVING PAYMENTS

For payment-related complaints, AERIDIAN may request information such as:

  • Order number;
  • transaction reference;
  • payment date;
  • payment method;
  • amount involved; and
  • relevant payment status.

Customers should never send:

  • OTPs;
  • UPI PINs;
  • card PINs;
  • CVVs;
  • internet-banking passwords;
  • payment passwords; or
  • other authentication credentials.

AERIDIAN will not require such credentials to investigate a legitimate payment complaint.

12. COMPLAINTS INVOLVING RETURNS OR REFUNDS

For return or refund complaints, AERIDIAN may request:

  • Order number;
  • return request information;
  • Product information;
  • return tracking information;
  • photographs;
  • refund transaction information; or
  • other information reasonably necessary to investigate the matter.

Returns and refunds will be handled in accordance with AERIDIAN's applicable Return, Refund & Cancellation Policy and applicable law.

13. PRIVACY-RELATED COMPLAINTS

Customers who have concerns regarding the collection, use, storage, disclosure or handling of their personal information may contact:

Privacy / Grievance Contact: RISHI ATULBHAI SUDANI

Email: hello@aeridian.in

Phone: +91 9825406042

Privacy complaints will be handled in accordance with AERIDIAN's Privacy Policy and applicable data-protection law.

14. PRODUCT SAFETY OR SERIOUS PRODUCT CONCERNS

If a customer believes that a Product presents a serious safety concern, the customer should immediately contact AERIDIAN.

The complaint should include:

  • Order number;
  • Product name;
  • description of the safety concern;
  • photographs or videos, where available;
  • batch/product identification information, where available; and
  • other relevant information.

AERIDIAN will assess the matter and take appropriate action in accordance with applicable law and the circumstances.

Customers should stop using a Product if continued use may reasonably create a safety risk.

15. DOCUMENTS AND EVIDENCE

Where reasonably necessary, AERIDIAN may request evidence to investigate a complaint.

This may include:

  • photographs;
  • videos;
  • invoices;
  • Order confirmation;
  • shipping label;
  • courier information;
  • payment reference;
  • Product tags;
  • packaging; or
  • other relevant information.

Customers should retain relevant Product packaging until a complaint involving damage, incorrect delivery or courier handling has been resolved.

16. COMPLAINT CONFIDENTIALITY

AERIDIAN will handle customer complaints and personal information responsibly.

Personal information obtained during complaint handling will be processed in accordance with the AERIDIAN Privacy Policy and applicable law.

AERIDIAN may share information with relevant third parties where reasonably necessary to investigate or resolve the complaint, including:

  • payment providers;
  • courier providers;
  • logistics providers;
  • technology providers;
  • professional advisers; or
  • government or regulatory authorities where legally required.

17. FRAUDULENT OR ABUSIVE COMPLAINTS

AERIDIAN may investigate complaints that appear to involve:

  • fraudulent activity;
  • false claims;
  • impersonation;
  • manipulation of refund systems;
  • misuse of customer accounts;
  • false delivery claims;
  • repeated abusive claims; or
  • other unlawful conduct.

AERIDIAN may take appropriate lawful action where fraud or abuse is established.

This provision does not restrict legitimate consumer complaints or statutory rights.

18. RESPONSE AND RESOLUTION

AERIDIAN aims to address consumer complaints within a reasonable period and in accordance with applicable legal requirements.

Where a complaint cannot be resolved immediately, AERIDIAN may provide an update regarding:

  • the status of the investigation;
  • information still required;
  • third-party investigation;
  • expected next steps; or
  • the proposed resolution.

Government guidance concerning e-commerce grievance redressal calls for a grievance mechanism and specifies redressal within the applicable prescribed period.

19. ESCALATION

If a customer is not satisfied with the initial customer-support response, the customer may request escalation to the:

Grievance Officer

RISHI ATULBHAI SUDANI
Proprietor / Grievance Officer

Email: hello@aeridian.in
Phone: +91 9825406042

Customers should mention the original complaint/reference number when requesting escalation.

20. CONSUMER RIGHTS

Nothing in this policy is intended to:

  • prevent a consumer from exercising statutory rights;
  • restrict access to a lawful consumer redressal mechanism;
  • waive mandatory consumer protections; or
  • limit remedies that cannot legally be limited.

Customers retain their rights under applicable Indian consumer-protection laws.

The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 form part of the applicable framework for e-commerce transactions in India.

21. OFFICIAL AERIDIAN CONTACT CHANNELS

Customers should use the following official contact details for customer support:

AERIDIAN

Email: hello@aeridian.in

Phone: +91 9825406042

Principal Place of Business:

35 Vishwakarma Industrial Estate
Near Prime Bank
Fulpada Road
Katargam
Surat, Gujarat – 395004
India

22. SECURITY WARNING

AERIDIAN will not ask customers to disclose:

  • OTP;
  • UPI PIN;
  • ATM PIN;
  • card PIN;
  • CVV;
  • internet-banking password;
  • account password; or
  • other confidential authentication information

through customer support.

Customers should be cautious of anyone impersonating AERIDIAN and requesting such information.

If you receive a suspicious communication claiming to be from AERIDIAN, please contact us through:

hello@aeridian.in

or

+91 9825406042

23. POLICY UPDATES

AERIDIAN may update this Contact & Grievance Redressal Policy from time to time to reflect:

  • changes in applicable law;
  • changes in business operations;
  • changes in customer-support processes;
  • changes in contact information; or
  • improvements to grievance handling.

The updated version will be published on the AERIDIAN Website.

24. GOVERNING LAW

This Policy shall be governed by the laws applicable in India.

Nothing in this Policy is intended to exclude or restrict any mandatory consumer right or statutory remedy available under applicable law.

25. CONTACT INFORMATION

AERIDIAN

Legal Name: RISHI ATULBHAI SUDANI
Trade Name: AERIDIAN
Constitution: Proprietorship
GSTIN: 24SBOPS7907B1Z1

Email: hello@aeridian.in
Phone: +91 9825406042

Registered Place of Business

Building No./Flat No. 71
Shanti Nagar Housing Society
Laxmi Kant Ashram Road
Katargam
Surat, Gujarat – 395004
India

Principal Place of Business

35 Vishwakarma Industrial Estate
Near Prime Bank
Fulpada Road
Katargam
Surat, Gujarat – 395004
India

Grievance Officer: RISHI ATULBHAI SUDANI
Designation: Proprietor / Grievance Officer

Effective Date: 12 August 2026
Last Updated: 12 August 2026