This Policy explains how customers can contact Orlivae, raise complaints, and seek assistance regarding orders, payments, products, refunds, privacy, or other issues.
Orlivae is a brand owned and operated by PIXLY WALLS PRIVATE LIMITED.
1. Customer Support
Customers may contact Orlivae regarding:
Orders.
Payments.
Shipping and delivery.
Returns.
Refunds.
Exchanges.
Product defects.
Incorrect products.
Account issues.
Privacy concerns.
Website issues.
Other complaints or questions.
2. Customer Support Contact
Email: supportorlivae@gmail.com Phone: +91 87540 14255
Address:
PIXLY WALLS PRIVATE LIMITED No. 103, 100 Feet Bypass Road Velachery Chennai – 600042 Tamil Nadu India
GSTIN: 33AAQCP6539G1Z2
3. Grievance Officer
Customer complaints requiring formal escalation may be addressed to:
Grievance Officer – Orlivae
Name: To be updated before public launch
Email: supportorlivae@gmail.com Phone: +91 87540 14255
Address: PIXLY WALLS PRIVATE LIMITED No. 103, 100 Feet Bypass Road Velachery Chennai – 600042 Tamil Nadu India
4. How to Submit a Complaint
Customers should preferably send complaints to:
supportorlivae@gmail.com
The complaint should include, where applicable:
Customer name.
Order number.
Email or phone number used for the order.
Description of the problem.
Relevant photographs or videos.
Payment or transaction reference, if necessary.
Requested resolution.
Customers should never send passwords, OTPs, card PINs, UPI PINs or complete card details.
5. Complaint Acknowledgement
For consumer complaints covered by applicable Indian e-commerce requirements, Orlivae will acknowledge receipt within 48 hours.
Where another country's law requires a different response period, the applicable legal requirement will be followed.
6. Complaint Resolution
Orlivae will make reasonable efforts to investigate and resolve complaints promptly.
For consumer complaints covered by applicable Indian e-commerce requirements, Orlivae will aim to redress the complaint within one month from receipt, subject to applicable law.
Simple matters may be resolved considerably sooner.
7. Order Complaints
Order-related complaints may include:
Missing products.
Incorrect products.
Wrong size supplied.
Damaged products.
Defective products.
Duplicate orders.
Incorrect order status.
Orlivae may request reasonable information necessary to investigate the complaint.
8. Delivery Complaints
If an order is:
Delayed.
Lost.
Marked delivered but not received.
Damaged during delivery.
customers should contact Orlivae.
We may investigate the issue with the relevant courier or logistics provider before determining an appropriate remedy.
9. Returns, Refunds and Exchanges
Complaints involving returns, exchanges or refunds will also be handled according to the:
Orlivae Return, Refund & Exchange Policy
Orlivae's normal voluntary return period is 7 days from delivery, while stronger mandatory consumer rights remain applicable where required.
10. Payment Complaints
Customers experiencing:
Failed payments.
Duplicate charges.
Incorrect charges.
Refund problems.
Payment-status problems.
should contact Orlivae with the relevant order and transaction information.
Payments may be processed through Razorpay, so certain payment matters may require investigation with the payment provider or financial institution.
11. Product Complaints
Customers who believe a product is:
Defective.
Damaged.
Unsafe.
Incorrectly described.
Different from the product ordered.
should contact Orlivae as soon as reasonably possible.
Where appropriate, photographs or other evidence may be requested to help us investigate.
Mandatory product and consumer rights remain unaffected.
12. Privacy Complaints
Privacy-related questions or grievances may be submitted to:
supportorlivae@gmail.com
Customers may contact us regarding:
Access to personal information.
Correction.
Deletion.
Marketing preferences.
Consent.
Account information.
Other applicable privacy rights.
Privacy matters will also be handled according to the Orlivae Global Privacy Policy and applicable data-protection law.
13. Escalation
If a customer believes that normal customer support has not adequately resolved a complaint, they may request escalation to:
Grievance Officer – Orlivae
Customers should include their previous complaint reference or correspondence where available.
14. Fair Complaint Handling
Orlivae intends to handle complaints:
Fairly.
Respectfully.
In good faith.
Without discrimination.
According to applicable consumer law.
Customers will not lose legitimate statutory rights merely because they make a complaint.
15. Fraudulent or Abusive Complaints
Orlivae may investigate complaints reasonably suspected of involving:
Fraud.
Fabricated evidence.
Product substitution.
False delivery claims.
Repeated intentional abuse.
Threats or unlawful conduct.
Where supported by evidence and permitted by law, fraudulent claims may be refused or appropriate further action may be taken.
This section will not be used to discourage legitimate customer complaints.
16. Records of Complaints
Orlivae may maintain reasonable records relating to complaints for purposes including:
Resolving the complaint.
Customer support.
Fraud prevention.
Legal compliance.
Improving products and services.
Defending or pursuing legal claims.
Personal information contained in complaint records will be handled according to the Orlivae Global Privacy Policy.
17. International Customers
Orlivae intends to serve customers in multiple countries.
Customers outside India may have additional complaint, dispute-resolution or consumer-protection rights under applicable local law.
Nothing in this Policy is intended to remove those mandatory rights.
18. Government and Consumer Authorities
Nothing in this Policy prevents a customer from contacting an appropriate:
Consumer-protection authority.
Court or tribunal.
Data-protection authority.
Payment provider.
Other legally authorised body.
where the customer has the right to do so.
Customers are encouraged to contact Orlivae first where appropriate so that we have an opportunity to investigate and resolve the issue.
19. Mandatory Local Rights
If applicable law provides a customer with stronger complaint-handling or grievance-redressal rights than this Policy, those mandatory rights will take priority.
20. Changes to This Policy
Orlivae may update this Policy when:
Customer-support procedures change.
New countries are added.
Applicable laws change.
Contact information changes.
The latest version will be published on the Orlivae website.
21. Contact
ORLIVAE A brand operated by PIXLY WALLS PRIVATE LIMITED
Customer Support: supportorlivae@gmail.com Phone: +91 87540 14255
Grievance Contact: Grievance Officer – Orlivae Name: To be updated before public launch
Address: No. 103, 100 Feet Bypass Road Velachery Chennai – 600042 Tamil Nadu India
GSTIN: 33AAQCP6539G1Z2