Grievance Redressal

How to raise a complaint and the timelines we commit to.

Version 1.0 Effective 15 Jul 2026 Last updated 16-Jul-2026

Helixius takes complaints seriously. This page explains how to raise one and what you can expect from us.

This mechanism is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

Grievance Officer

Name Designation Grievance Officer Address 4 Gate Building, Cherooty Road,
Kozhikode, Kerala – 673032 Email helixiusdealers@gmail.com Phone +91 75111 82894 Hours Mon–Sat, 9:30am–7:00pm IST

What you can complain about

  • An order, delivery, installation, refund or warranty issue.
  • The quality or safety of a product.
  • Content on this website that you believe is unlawful or infringes your rights.
  • How we have handled your personal data (see also our Privacy Policy).

How to raise a complaint

Write to helixiusdealers@gmail.com with:

  1. Your name and contact details.
  2. Your order or enquiry reference, if you have one.
  3. A clear description of the issue and what outcome you're seeking.
  4. Any supporting material — photographs, invoices, correspondence.

You may also call +91 75111 82894 during Mon–Sat, 9:30am–7:00pm IST.

Our commitment

Stage Timeline Acknowledgement — we confirm receipt and give you a ticket reference Within 48 hours of receipt Resolution — we investigate and give you a reasoned response Within 30 days of receipt

Where a complaint requires more time — for example, a manufacturing inspection — we will tell you why and give a revised date.

If you're not satisfied

If we have not resolved your complaint within the timelines above, or you are unhappy with the outcome, you may:

  • Approach the National Consumer Helpline on 1915, or via the INGRAM portal.
  • File a complaint with the appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. As a consumer you may file where you reside or work, including the commission at Kozhikode, Kerala.
  • For personal data complaints, escalate to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.