1. Start with the appropriate support channel
For an existing order, use the support contact in that brand’s order confirmation. For a question about this parent website, contact admin@tathastunexus.com or +91 98102 44800.
Include the brand name, order or enquiry reference, a clear description of the issue and a contact method for the reply. Share only information needed for the issue; never share card credentials, passwords or one-time passcodes.
2. Acknowledgement and response
The confirmed complaint acknowledgement target is Formal acknowledgement with unique complaint tracking number issued within 24 to 48 business hours.. The response/resolution process and target are Target resolution within 5 to 7 business days (maximum statutory timeline 30 days under Consumer Protection Act), with progress updates every 48 hours..
3. Escalating an unresolved concern
Escalation contact or grievance officer, as applicable: Mr. Raghav Sharma, Grievance Officer & Head of Customer Operations.
Public escalation email: admin@tathastunexus.com
Public escalation phone: +91 98102 44800
Postal contact: Grievance Redressal Cell, Tathastu, F/F 55B PKT B PH 2, Sec - 26, Dwarka, New Delhi, 110077, India.
Provide the original enquiry reference and a summary of the earlier response. The point at which escalation is available and its handling process are Level 1: Frontline Support (admin@tathastunexus.com / brand care) → Level 2: Grievance Officer (admin@tathastunexus.com) → Level 3: Management Review Board (admin@tathastunexus.com)..
4. Brand-specific support routes
Spiritual Knot — admin@tathastunexus.com / +91 98102 44800
Sniff Story — admin@tathastunexus.com / +91 98102 44800
The Gifting Story — admin@tathastunexus.com / +91 98102 44800
The operator and relevant seller relationships reflect official customer service commitments for our business to the parent brand by default.
5. Further options
Any applicable external complaint or dispute-resolution options and relevant references will be included after review: National Consumer Helpline (NCH) at consumerhelpline.gov.in (Toll Free: 1915) or e-Daakhil consumer portal under Consumer Protection Act, 2019. This policy upholds and does not restrict any statutory remedies under consumer protection laws.