Grievance redressal

If something has gone wrong and normal support has not fixed it, this page is your escalation path. It exists because the Consumer Protection (E-Commerce) Rules, 2020 require every online seller in India to name a grievance officer — and because you should not have to hunt for one.

Step 1 — support

Email store.hiwe@zohomail.in or call or WhatsApp +91 8764142221 (Monday to Saturday, 10:00–18:00 IST (closed on public holidays)) with your order number. Most issues — a wrong item, a damaged parcel, a refund that has not arrived — are settled here within one business day.

Step 2 — the Grievance Officer

Not resolved, or not resolved well? Write to our Grievance Officer with your order number, what happened, and what you have already been told:

  • Name: Poonam Maheshwari
  • Designation: Grievance Officer
  • Company: Vimal Baheti HUF
  • Email: store.hiwe@zohomail.in
  • Phone: +91 8764142221
  • Address:
    G-11, Tirupati Mansion, Near Bank of India E-gallery
    Bhagwan Marg, Near Vivek Vihar Metro Station
    Jaipur, Rajasthan 302019
  • Hours: Monday to Saturday, 10:00–18:00 IST (closed on public holidays)

What we commit to:

  • we acknowledge your complaint within 48 hours;
  • we resolve it within one month of receiving it, and tell you the outcome in writing;
  • if we need longer, we tell you why and give you a date.

Step 3 — outside us

If you are still not satisfied, you can approach the consumer redressal mechanisms available to you under the Consumer Protection Act, 2019:

  • National Consumer Helpline — 1915, or consumerhelpline.gov.in
  • The District, State or National Consumer Disputes Redressal Commission with jurisdiction over your address

For a payment-related complaint that we and our payment aggregator have not resolved within a month, you can also escalate to the Reserve Bank of India's Ombudsman scheme at cms.rbi.org.in.

Privacy complaints

Complaints about how we handle personal data go to store.hiwe@zohomail.in, and follow the same timelines. See our Privacy Policy.

The business you are dealing with

  • Legal entity: Vimal Baheti HUF
  • Registered address:
    G-11, Tirupati Mansion, Near Bank of India E-gallery
    Bhagwan Marg, Near Vivek Vihar Metro Station
    Jaipur, Rajasthan 302019
  • GSTIN: 08AAOHV4177K1ZA
  • Email: store.hiwe@zohomail.in
  • Phone and WhatsApp: +91 8764142221
  • Hours: Monday to Saturday, 10:00–18:00 IST (closed on public holidays)

Last updated: 11 October 2026. This applies to hiwe.co.in.