Customer Support & Grievance Redressal Policy

Brand: Real Ratna Gems

Effective Date: 19 October 2026

At Real Ratna Gems, we are committed to providing a transparent shopping experience and addressing customer enquiries and complaints fairly and promptly. This policy explains how customers can contact us for assistance and submit a grievance regarding our products or services.

1. Customer Support

Customers can contact us for assistance relating to:

- Product information, gemstone specifications and availability.

- Order confirmation and payment-related queries.

- Shipping, delivery and tracking.

- Returns, exchanges and refunds.

- Product damage, defects or incorrect orders.

- Certificates and product documentation.

- Website-related issues and other service concerns.

Our team will make reasonable efforts to respond and provide appropriate assistance.

2. How to Submit a Complaint

Customers may submit a complaint by email or phone using the contact details below.

To help us investigate the matter efficiently, please provide:

- Your full name and contact details.

- Order number or invoice number, where applicable.

- A clear description of the issue.

- The date of purchase or delivery, if relevant.

- Supporting photographs, videos or documents, where available.

- Your preferred resolution, if applicable.

For email complaints, customers may use the subject line “Customer Grievance – Real Ratna Gems”.

3. Complaint Acknowledgement and Resolution

We aim to acknowledge customer complaints promptly and investigate them fairly.

Resolution time may depend on the nature of the complaint, the information provided and whether verification with a courier, payment provider or other service provider is necessary.

We will communicate with the customer where further information is required and provide updates as reasonably possible.

Complaints will be handled within the timelines prescribed by applicable law.

4. Product-Related Complaints

If a customer receives a damaged, defective, incorrect or materially misdescribed product, they should contact us as soon as reasonably possible.

Customers are encouraged to retain the product, packaging, invoice and any certificate or documentation while the issue is being reviewed.

Product-related complaints will be assessed under our Return, Exchange & Refund Policy and applicable consumer protection laws.

Nothing in this policy restricts any statutory rights or remedies available to customers.

5. Refund and Delivery Complaints

For refund-related complaints, please provide the order number, payment reference and relevant communication, where available.

For delivery-related complaints, please provide the tracking number and details of the issue.

We will review the information and coordinate with the relevant payment provider or courier, where necessary, to determine the appropriate next steps.

6. Grievance Officer

For formal grievances, 

7. Customer Information and Privacy

Information provided during a complaint investigation will be handled in accordance with our Privacy Policy and applicable law.

Customers should avoid sending passwords, PINs, complete payment card details or other sensitive authentication information when submitting a complaint.

8. Escalation of Unresolved Complaints

If a customer believes that their concern has not been adequately addressed, they may request further review by contacting us again and referring to the earlier complaint or case details.

Customers also retain the right to approach the appropriate consumer authority, consumer commission or other competent forum, as permitted under applicable law.

9. Contact Information

Business Name:

M/s REAL RATNA GEMS

Brand: Real Ratna Gems

Website: www.realratna.com

Customer Support Email: realratnaindia@gmail.com

Phone / WhatsApp:

+91 7089917777

Address: 323–324, Tilak Marg, Neemuch, Madhya Pradesh – 458441, India.

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Real Ratna Gems — Your Trust Matters to Us.