Legal
Grievance Redressal
If something has gone wrong and normal support has not fixed it, this is the escalation route — with a named officer, published timelines and a clear ladder above them.
Last updated
Effective from
Grievance Officer
Appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
Grievance Officer
grievance@woohl.com
Tanisk Arora
Available
Monday to Friday, 10:00 AM – 6:00 PM IST
Complaints can be submitted at any time.
Postal address
ZEROHORIZON LABS PRIVATE LIMITED
DTU Innovation and Incubation Foundation, Main Bawana Road, Shahbad Daulatpur, Delhi 110042, India
Phone
+91 81787 09760
Monday to Saturday, 10:00 AM – 7:00 PM IST
Our timelines
These are commitments, not targets. If we miss one, escalate using the ladder below.
| Type of complaint | Acknowledged within | Resolved within |
|---|---|---|
Orders, delivery, refunds and payments | 48 hours | 30 days |
Content takedown, impersonation and IP | 24 hours | 15 days |
Data protection and privacy requests | 48 hours | 30 days |
Requests to remove non-consensual imagery | 24 hours | 24 hours |
Every complaint receives a ticket number on acknowledgement. Quote it in any follow-up so you are not asked to repeat yourself.
How to raise a grievance
Start with support
Most issues are resolved fastest at the first line. Write to hello@woohl.com, message us on WhatsApp, or browse the Help Centre. Give us one working day.
Escalate to the Grievance Officer
If support has not resolved it, or you are unhappy with the outcome, write to grievance@woohl.com. Include your order number, the earlier ticket number, and what outcome you are looking for.
Escalate to the Nodal Officer
If the Grievance Officer misses the published timeline, or the outcome is still unsatisfactory, write to Devanshu Sagar, Nodal Officer, at nodal@woohl.com.
External escalation
You are free to approach the National Consumer Helpline on 1915 or the consumer commission with jurisdiction over your address at any point. For data protection matters you may approach the Data Protection Board of India.
What to include
A complete first message saves days of back and forth. Please include:
Your registered name, email address and phone number
The order number, or the URL of the content in question
What happened, in the order it happened, with dates
Any earlier ticket number or the reply you received
Photographs, if the complaint concerns a damaged, wrong or counterfeit product
The resolution you are asking for — refund, replacement, takedown or an explanation
What this process covers
Orders that did not arrive, arrived damaged, or were not what was ordered
Refunds that have not been credited within the published timelines
Sellers or listings that appear misleading, counterfeit or unsafe
Content that is unlawful, infringing, or that impersonates you
Requests to access, correct or delete your personal data
Conduct by a creator or a user that breaches our Terms of Service
Complaints about a product's design, or about a brand's own policies where they are more generous than ours, are forwarded to the brand — we will tell you when we do.
How we handle your complaint
Complaints are logged, assigned an owner, and tracked to closure. We record the outcome and the reasoning, and you receive both in writing.
If we decide against you, we tell you why and what evidence we relied on, so you can decide whether to escalate further. We do not close complaints silently.