Grievance Redressal

Ashtaveda Wellness LLP (Sadhna.co) | Last updated: 13 November 2026

1. Purpose and scope

This policy explains how we receive, handle and resolve complaints from customers who buy Sadhna.co products on www.sadhna.co or through online marketplaces, in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. If you ordered on a marketplace, your complaint is also handled under that marketplace's own process, and we will cooperate fully with it.

2. How to raise a complaint

Email: support@sadhna.co
Phone: +91 73039 89163 (Monday to Saturday, 10:00 AM to 6:00 PM)
WhatsApp: +919205809634
Post: Grievance Officer, Ashtaveda Wellness LLP, Ground Floor, Graphix Tower, A-13A, Sector 62, Noida, Uttar Pradesh – 201301

Every complaint gets a ticket number, which we share with you.

3. Escalation matrix

Level 1 – Customer Support Team (support@sadhna.co): we acknowledge your complaint within 48 hours and aim to resolve it within 3 working days.
Level 2 – Customer Support Lead: if you are not satisfied, or the complaint is not resolved within 3 working days, it is escalated. We aim to resolve it within 7 working days of escalation.
Level 3 – Grievance Officer: Mr Gautam Sharma, Designated Partner (gautam@sadhna.co). Any complaint not resolved at Level 2 goes to the Grievance Officer, who acknowledges it within 48 hours and resolves it within one month of your original complaint.

4. Nodal person

Ms Akshita Sharma (akshita@sadhna.co) is our nodal person for compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

5. Refunds, returns and replacements

These are handled under our Return & Refund Policy and Shipping Policy. Approved refunds are made to the original payment method within the time stated in the Return & Refund Policy.

6. National Consumer Helpline

If your complaint is still unresolved, you may also contact the National Consumer Helpline: 1915 or consumerhelpline.gov.in.