--- title: "Contact Us and Grievance Redressal" date: 2016-08-04 author: "b" --- # Contact Us and Grievance Redressal *Last updated: June 8, 2026* *Published by: CIVARA WORKSHOP* ## Who We Are CIVARA WORKSHOP is a registered sole proprietorship engaged in the design, production, and export of handloom-woven Pashmina textiles, including meditation shawls, scarves, and monastic robes made to order in Srinagar, Jammu and Kashmir, India. **Legal entity name:** CIVARA WORKSHOP **Proprietor:** Hilal Ahmad Goona **Registered address:** Abi Buchwars, Dalgate, Srinagar 190001, Jammu and Kashmir, India **IEC (Import Export Code):** 0599032952 **GSTIN:** 01ACVPG7676H1Z8 **Website:** civaraworkshop.com ## How to Reach Us We are a small, owner-operated workshop and we take every customer communication seriously. Whether you have a question about an order, a concern about a product, or simply want to discuss a custom piece, we welcome you to get in touch. **Email:** hello@civaraworkshop.com **Phone & WhatsApp:** +91 985-708-0786 **Service hours:** Monday to Saturday, 10:00 AM to 6:00 PM Indian Standard Time (IST / UTC+5:30) We aim to respond to all messages received during service hours within 4 business hours. Messages received outside service hours or on Sundays will be responded to on the next business day. For data protection enquiries from EU residents and formal DSA authority correspondence, please use our designated address: **dsa@civaraworkshop.com** ## Grievance Redressal – Indian Customers and All Buyers In accordance with the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, CIVARA WORKSHOP has designated a Grievance Officer to receive and address complaints from customers and users of this website. **Grievance Officer** **Name:** Hilal Ahmad Goona **Designation:** Proprietor and Grievance Officer, CIVARA WORKSHOP **Email:** hello@civaraworkshop.com **Phone:** +91 889-937-4887 **Postal address:** Abi Buchwars, Dalgate, Srinagar 190001, Jammu and Kashmir, India **Grievance timelines:** - All grievances will be acknowledged within 48 hours of receipt - All grievances will be resolved or responded to with a substantive update within 30 days of receipt - If your grievance cannot be fully resolved within 30 days, we will communicate the reason for the delay and provide a revised resolution timeline ## How to Submit a Grievance To submit a formal grievance, please email hello@civaraworkshop.com with the subject line: **“Grievance – \[Your Order Number\]”** Your email should include: 1. Your full name and the email address used to place the order 2. Your order number 3. A clear description of the issue or complaint 4. Any supporting photographs, screenshots, or documents relevant to the complaint If you do not have an order number (for example, if your complaint concerns a pre-sale query, a website experience issue, or a data rights matter), please use the subject line **“Grievance – General Enquiry”** and describe the matter as fully as possible. ## Escalation Options If your grievance is not resolved to your satisfaction through the above process, you may escalate through the following channels depending on your location: **India:** You may file a complaint with the National Consumer Helpline (NCH) at consumerhelpline.gov.in or call 1915. You may also approach the appropriate District Consumer Disputes Redressal Commission. **European Union:** You may contact the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr to seek out-of-court dispute resolution. You may also contact the consumer protection authority in your EU member state. **United Kingdom:** You may contact your local Trading Standards office or Citizens Advice Bureau. The UK does not currently operate a mandatory ADR scheme for all sectors, but we will cooperate with any scheme to which we are referred. **United States:** You may file a complaint with the Federal Trade Commission at ftc.gov/complaint or contact your state’s consumer protection office. **Australia:** You may contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state’s consumer affairs office. **All markets:** You may contact your local consumer protection authority regardless of our location in India. Your statutory consumer rights under your home country’s laws are not affected by this policy or by the fact that CIVARA WORKSHOP is based in India. ## Data Protection Enquiries (EU and UK Residents) If you are located in the European Union or the United Kingdom and wish to exercise your data protection rights, or have any question about how we handle your personal data, please contact us at dsa@civaraworkshop.com. We will respond to data protection requests within one month, as provided under the GDPR. Full details of how we collect, use, and protect your personal data, and the rights available to you, are set out in our Privacy Policy. ## Payment Disputes If your grievance relates to a payment, failed transaction, or refund that has not been processed within the stated timeline, please contact us at hello@civaraworkshop.com with your order number and payment reference. We will investigate and respond within 48 hours. For unresolved payment disputes processed via Razorpay, you may also contact Razorpay’s customer support directly. For disputes processed via PayPal, you may open a dispute through your PayPal account’s Resolution Centre. Under Reserve Bank of India guidelines applicable to payment aggregators, we are committed to resolving payment-related complaints within 48 hours and providing a substantive resolution within 30 days. ## Contact for Intellectual Property and Legal Notices To report suspected infringement of CIVARA WORKSHOP’s intellectual property, or to serve formal legal notices, please use: **Email:** hello@civaraworkshop.com **Post:** Hilal Ahmad Goona, CIVARA WORKSHOP, Abi Buchwars, Dalgate, Srinagar 190001, Jammu and Kashmir, India *This page was last reviewed and updated on June 8, 2026. CIVARA WORKSHOP reserves the right to update its contact details and grievance procedures; the current version will always be available at civaraworkshop.com/contact.*