In short
- If a store on LetBuyy will not resolve your problem, you can escalate it to us.
- We acknowledge complaints within 48 hours and work to resolve them within one month, as Indian law requires.
- Start with the store — it can act on your order directly, which is almost always faster.
This summary is written to be understood. The clauses below are what actually applies — where the two differ, the clauses govern.
Grievance Officer
Published under Rule 4(5), Consumer Protection (E-Commerce) Rules 2020 and Rule 3(2), IT (Intermediary Guidelines) Rules 2021.
- Name
- To be published at launch
- Designation
- To be published at launch
- Phone
- To be published at launch
- Registered entity
- To be published at launch
LetBuyy has not opened to merchants, so no officer has been appointed yet. Until one is, complaints sent to the address above reach the team directly and are handled on the same timelines.
- 48 hoursto acknowledge your complaint
- 1 monthto resolve it, or explain the delay
Start with the store
If your complaint is about an order — it has not arrived, it arrived damaged, a refund has not been issued — contact the store you bought from first. Its contact details are in the storefront footer and on your order confirmation email.
The store can see your order, refund it, and reship it. We cannot do those things on their behalf, so going to them first genuinely is faster.
When to escalate to us
Escalate to LetBuyy when a store has not responded within a reasonable time, refuses to honour its own published policy, appears to be operating fraudulently, or is selling something the Acceptable Use Policy prohibits.
Also escalate anything about the platform itself: your account, your data, your payouts, or a security concern.
How to raise it
Write to the grievance officer at the address published on this page. Include the store name, your order number, what you have already tried, and what outcome you are looking for.
Attach evidence where you have it — screenshots, tracking references, and the messages you exchanged with the store. A complaint with evidence gets resolved considerably faster than one without.
What happens next
We acknowledge receipt within 48 hours, and give you a reference to quote.
We work to resolve complaints within one month of receipt. If it will take longer, we will tell you why and when to expect an answer.
These are the timelines set by the Consumer Protection (E-Commerce) Rules 2020 and the IT Rules 2021. We treat them as deadlines, not targets.
What we can and cannot do
We can reach a merchant, require them to answer, act against a store that breaks our policies including suspending it, correct anything on the platform side, and give you a clear record of what happened.
We cannot compel a merchant to refund you, refund you from our own funds, or reverse a payment your bank has already settled.
That boundary follows from the fact that the sale was between you and the merchant. Where it leaves you without a remedy, the consumer forums below can order what we cannot.
If you are still not satisfied
You can approach the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file a complaint with the District, State, or National Consumer Disputes Redressal Commission depending on the value of your claim.
For a payment dispute your bank or payment provider has not resolved, the RBI Ombudsman scheme is available after you have given the provider 30 days to respond.
For a data-protection complaint, you may approach the Data Protection Board of India after raising it with us first.
Questions about this document
Write to support@letbuyy.com and quote the clause number. For a complaint rather than a question, use the grievance process.