FAQ – ashokghosh.in

FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

Ashokghosh.in

Operated by: Ashok Ghosh & Sons
Business Model: Direct Seller / Inventory E-Commerce Entity
Country of Operation: India
Last Updated: 1 September 2026

1. ABOUT ASHOK GHOSH & SONS

1.1 What is Ashok Ghosh & Sons?

Ashok Ghosh & Sons is an online e-commerce business operated by Ashok Ghosh & Sons through Ashokghosh.in

Ashok Ghosh & Sons directly offers products for sale to customers through its website. Customers purchasing products through Ashokghosh.in generally enter into the sale transaction directly with Ashok Ghosh & Sons.

Ashok Ghosh & Sons is not a marketplace that merely connects independent third-party sellers with customers.

1.2 Is Ashok Ghosh & Sons a marketplace?

No.

Ashok Ghosh & Sons operates as a direct-selling/inventory e-commerce entity.

Ashok Ghosh & Sons may own, purchase, source, stock, market and sell products directly to customers through Ashokghosh.in

Accordingly, unless expressly stated otherwise, the product displayed on the website is being sold directly by Ashok Ghosh & Sons.

The Consumer Protection (E-Commerce) Rules, 2020 recognise an “inventory e-commerce entity” as an e-commerce entity that owns inventory of goods or services and sells them directly to consumers.

1.3 Who is my seller when I purchase a product?

Unless the product/order documentation expressly states otherwise, your seller is:

Ashok Ghosh & Sons

The applicable seller, billing, tax, product, warranty, return and other information will be displayed or provided as required by applicable law.

1.4 Is Ashok Ghosh & Sons responsible for the products it sells?

Yes.

As the direct seller, Ashok Ghosh & Sons is responsible, subject to applicable law and the applicable product terms, for the products sold through Ashokghosh.in

This includes applicable responsibilities relating to:

Product description;
Product pricing;
Order processing;
Billing;
Packaging;
Dispatch;
Delivery coordination;
Returns;
Replacements;
Refunds;
Customer support;
Warranty representations made by Ashok Ghosh & Sons;
Product authenticity; and
Customer grievance redressal.

2. PRODUCTS

2.1 What products does Ashok Ghosh & Sons sell?

Ashok Ghosh & Sons may sell different categories of products through its website.

The categories, specifications, availability and applicable terms may change from time to time.

The product page should be reviewed carefully before placing an order.

2.2 Are the products genuine?

Ashok Ghosh & Sons is committed to selling genuine and lawfully sourced products.

Ashok Ghosh & Sons does not knowingly offer counterfeit, fake, unlawfully manufactured, unlawfully sourced or prohibited products.

Where a product is represented as genuine, branded, new, refurbished, used or otherwise classified, the applicable representation on the product page and invoice/order documentation will apply.

2.3 Does Ashok Ghosh & Sons sell refurbished products?

Where refurbished products are offered, they will be identified as refurbished/reconditioned or otherwise appropriately described on the product page.

Customers should review:

Product condition;
Refurbishment status;
Warranty;
Accessories;
Battery/functional condition, where applicable;
Cosmetic condition;
Return eligibility; and
Other product-specific information

before placing an order.

2.4 Are product photographs accurate?

Ashok Ghosh & Sons makes reasonable efforts to ensure that product photographs and descriptions are accurate.

Minor differences may occur because of:

Photography;
Lighting;
Screen/display settings;
Manufacturer packaging changes;
Colour reproduction; or
Product revisions.

However, the product supplied should materially correspond with the description and specifications represented at the time of purchase.

2.5 What if the product received is materially different from the listing?

Contact Ashok Ghosh & Sons Customer Support immediately.

If the product supplied is materially different from the product ordered, Ashok Ghosh & Sons will investigate the complaint and, where the claim is established, provide the applicable remedy under the Return & Refund Policy and applicable law.

3. PRODUCT AUTHENTICITY & FAKE PRODUCTS

3.1 What should I do if I believe the product is fake or counterfeit?

Immediately contact Ashok Ghosh & Sons Customer Support.

Provide, wherever available:

Order number;
Invoice;
Product photographs;
Packaging photographs;
Serial number;
IMEI number, where applicable;
Manufacturer verification information;
Unboxing video, where available; and
A description of the suspected issue.

Ashok Ghosh & Sons may investigate the matter and may arrange inspection, return, replacement, refund or another appropriate remedy where required.

3.2 What if a product is found to be counterfeit?

Where a credible counterfeit complaint is established, Ashok Ghosh & Sons may take appropriate corrective action, which may include:

Removing the product;
Suspending further sale;
Recalling affected products where appropriate;
Replacing the product;
Refunding the customer;
Investigating the source;
Taking contractual action against relevant suppliers; and
Reporting the matter to the appropriate authority where required.

3.3 Can I report a product that I believe violates the law?

Yes.

Customers may report suspected counterfeit, prohibited, unsafe, unlawful or misleading products through the official Customer Support/Grievance mechanism.

4. PRODUCT SPECIFICATIONS

4.1 Where can I find product specifications?

Product specifications are generally displayed on the relevant product page.

Customers should review the product description, specifications, compatibility, dimensions, capacity, warranty and other information before purchase.

4.2 What if I have a question about a product before buying it?

You may contact Ashok Ghosh & Sons Customer Support through the contact mechanism provided on the website.

Where appropriate, Ashok Ghosh & Sons may provide clarification based on the information available from its product/manufacturer records.

4.3 Can Ashok Ghosh & Sons change product specifications?

Manufacturers may periodically revise specifications, packaging or components.

Ashok Ghosh & Sons will endeavour to maintain accurate information on the website.

If a material change affects an already confirmed order, Ashok Ghosh & Sons will handle the matter in accordance with applicable law and its order/cancellation/refund policies.

5. ORDERING

5.1 How do I place an order?

To place an order:

Select the desired product.
Add it to your cart.
Review the product details.
Enter billing and delivery information.
Select an available payment method.
Review the final payable amount.
Complete payment where applicable.
Receive the order confirmation.

5.2 When is my order confirmed?

An order is generally considered confirmed when Ashok Ghosh & Sons has accepted the order through the Platform and an order confirmation has been generated, subject to applicable terms and conditions.

An automated acknowledgement of an order/request may not by itself constitute final acceptance where further verification is required.

5.3 Can Ashok Ghosh & Sons refuse or cancel an order?

Ashok Ghosh & Sons may cancel an order in legitimate circumstances, including:

Product being unavailable;
Incorrect price caused by an obvious technical/system error;
Incorrect product information;
Payment failure;
Suspected fraud;
Duplicate orders;
Regulatory restrictions;
Delivery/serviceability issues;
Unavailability of inventory;
Customer-provided information being materially incorrect; or
Other circumstances permitted by applicable law.

If payment has already been received and a refund is due, Ashok Ghosh & Sons will initiate the applicable refund process.

5.4 Can I cancel my order?

Cancellation is subject to the order status and applicable Cancellation Policy.

Customers should request cancellation as soon as possible.

Once an order has been packed, dispatched or otherwise reached a stage where cancellation is operationally unavailable, the customer may need to use the applicable return/refund process.

5.5 Can I modify my order after placing it?

Order modification may be possible before processing or dispatch.

Once an order has been processed or shipped, modification may no longer be possible.

In such circumstances, the customer may request cancellation/return where permitted.

6. ACCOUNT & REGISTRATION

6.1 Do I need an account to purchase from Ashok Ghosh & Sons?

Ashok Ghosh & Sons may require customers to create or use an account for certain purchases, services or Platform functions.

The information provided during registration must be accurate and current.

6.2 What are my responsibilities regarding my account?

You should:

Maintain accurate information;
Keep your password confidential;
Use a strong password;
Not share authentication credentials;
Notify Ashok Ghosh & Sons of suspected unauthorised access; and
Not permit another person to misuse your account.

6.3 What if I forget my password?

Use the password-reset functionality provided on the website.

If you cannot access your account, contact Customer Support.

7. PRICING

7.1 Does the product price include GST?

Where applicable, GST and other mandatory taxes/charges will be reflected in accordance with applicable law.

The final payable amount will be displayed during checkout before payment.

7.2 Can delivery charges apply?

Yes.

Where applicable, delivery/shipping charges will be disclosed before completion of the order.

7.3 Can Ashok Ghosh & Sons change prices?

Product prices may change from time to time.

However, once an order is validly confirmed, Ashok Ghosh & Sons will ordinarily process it at the confirmed price, subject to legitimate circumstances such as an obvious technical error, fraud or other circumstances permitted by law.

7.4 What happens if the website displays an incorrect price?

If a clear and obvious technical/system error causes an incorrect price to be displayed, Ashok Ghosh & Sons may take appropriate corrective action.

If an order has already been placed at an erroneous price, Ashok Ghosh & Sons may contact the customer regarding the error and, where permitted by law, cancel the affected order and refund any amount received.

8. DISCOUNTS, COUPONS & OFFERS

8.1 Does Ashok Ghosh & Sons offer discounts?

Ashok Ghosh & Sons may periodically provide:

Discounts;
Coupon codes;
Promotional offers;
Cashback offers;
Seasonal sales;
Product-specific offers; and
Other promotional benefits.

8.2 Are coupons subject to conditions?

Yes.

Coupons may be subject to:

Validity period;
Minimum order value;
Eligible products;
Eligible customers;
Payment-method restrictions;
Usage limits;
One-time-use conditions; and
Other terms displayed with the offer.

8.3 Can I use multiple coupons?

Unless expressly permitted, multiple promotional codes may not be combined for the same transaction.

8.4 Can Ashok Ghosh & Sons withdraw an offer?

Subject to applicable law, Ashok Ghosh & Sons may modify, suspend or withdraw an offer where reasonably necessary because of:

Expiry;
Technical error;
Fraud;
Misuse;
Regulatory requirements; or
Other legitimate circumstances.

9. PAYMENT METHODS

9.1 What payment methods are available?

Depending on availability, Ashok Ghosh & Sons may accept:

Credit cards;
Debit cards;
UPI;
Net banking;
Digital wallets;
Other authorised electronic payment methods; and
Other payment methods displayed during checkout.

9.2 Is Ashok Ghosh & Sons a bank?

No.

Ashok Ghosh & Sons is an e-commerce/direct-selling business and is not a bank merely because it accepts online payments.

9.3 Is Ashok Ghosh & Sons an RBI-regulated Payment Aggregator?

Not merely by virtue of selling products online.

Where Ashok Ghosh & Sons uses a third-party payment gateway, payment aggregator, acquiring bank, card network, UPI participant or other payment service provider, the relevant regulated entity’s applicable regulatory framework will govern the payment service it provides.

Ashok Ghosh & Sons will not represent itself as an RBI-authorised payment entity unless it actually holds the applicable authorisation.

RBI’s payment-system framework emphasises secure payment systems, customer protection and dispute/grievance mechanisms among relevant payment-system participants.

9.4 Can Ashok Ghosh & Sons ask for my UPI PIN?

No.

Customers must never disclose their:

UPI PIN;
ATM PIN;
Card PIN;
CVV;
Internet banking password; or
OTP

to Ashok Ghosh & Sons personnel, delivery personnel or unknown persons.

10. PAYMENT SECURITY

10.1 Is my payment information secure?

Ashok Ghosh & Sons takes reasonable measures to protect information processed through its Platform.

Where a third-party payment service provider processes the transaction, payment information may be handled by that provider under its applicable security and regulatory framework.

10.2 Does Ashok Ghosh & Sons store my card details?

Ashok Ghosh & Sons does not ask customers to provide confidential authentication credentials such as CVV, card PIN or UPI PIN through customer support.

Where tokenised or otherwise permitted payment functionality is used, processing will be subject to the applicable payment provider’s systems and regulatory requirements.

10.3 What should I do if I receive a suspicious payment request?

Do not make the payment.

Do not disclose OTPs or payment credentials.

Contact Ashok Ghosh & Sons through the official contact channels published on Ashokghosh.in

11. FAILED, PENDING & REVERSED PAYMENTS

11.1 What if my payment failed?

If the payment failed and no amount was debited, you may attempt the payment again using an available payment method.

If money was debited despite the order being unsuccessful, do not make repeated payments unnecessarily. Contact Customer Support with the transaction details.

11.2 What if money was deducted but my order was not confirmed?

Provide:

Order number, if available;
Transaction/reference ID;
Payment date and time;
Amount;
Payment method;
Bank/payment confirmation.

Ashok Ghosh & Sons will verify the status and coordinate with the applicable payment service provider where necessary.

11.3 What is a payment reversal?

A payment reversal occurs when an unsuccessful, cancelled or otherwise eligible transaction is reversed and the amount is returned through the applicable payment channel.

The time taken to reflect the reversal may depend on the relevant bank, card issuer, UPI participant, payment gateway, payment aggregator or other payment service provider.

11.4 What if I am charged twice?

Contact Ashok Ghosh & Sons immediately.

Ashok Ghosh & Sons will verify whether both transactions were successfully received.

Where a duplicate payment is confirmed, the applicable refund/reversal process will be initiated.

12. REFUNDS

12.1 When will I receive a refund?

Refunds may be processed where applicable under the Return & Refund Policy, including:

Eligible order cancellation;
Product unavailability;
Eligible return;
Approved defective product claim;
Wrong product;
Materially different product;
Duplicate payment;
Failed transaction where funds were received;
Approved chargeback/dispute resolution; or
Other circumstances where a refund is legally or contractually due.

12.2 Where will the refund be credited?

Refunds will ordinarily be made to the original payment method or another legally permitted method.

12.3 How long does a refund take?

After Ashok Ghosh & Sons initiates the refund, the actual time for the amount to appear in the customer’s account may depend on the relevant:

Bank;
Card issuer;
UPI provider;
Payment gateway;
Payment aggregator; or
Other payment service provider.

12.4 What if my refund has been initiated but I have not received it?

Contact Customer Support with the refund reference number, if available.

Ashok Ghosh & Sons may verify the refund status with the relevant payment service provider.

Customers may also contact their bank/card issuer/payment service provider.

12.5 Can Ashok Ghosh & Sons provide a refund in cash?

For electronically paid orders, refunds will ordinarily be made through an electronic/payment mechanism.

Cash refunds will be provided only where legally and operationally applicable.

13. RETURNS

13.1 Can I return a product?

Eligible products may be returned within the applicable return period and subject to the conditions stated in the Return & Refund Policy.

Return eligibility may vary by:

Product category;
Product condition;
Warranty;
Hygiene requirements;
Perishability;
Seal status;
Product-specific restrictions; and
Other applicable conditions.

13.2 How do I request a return?

A return request may be submitted through the applicable order/account mechanism or by contacting Customer Support.

You may be asked to provide:

Order number;
Reason for return;
Photographs/videos;
Product condition details; and
Other information reasonably required to process the request.

13.3 What condition should a returned product be in?

Unless otherwise stated, the product should be:

In the required returnable condition;
With original packaging;
With accessories;
With manuals/documentation;
With tags, where applicable;
With invoice; and
Free from customer-caused damage or misuse.

13.4 Can I return an opened product?

This depends on the product category and applicable return policy.

Some products may require an intact seal, while others may permit return after opening if the product remains otherwise eligible.

Always check the product-specific return terms.

14. REPLACEMENTS & EXCHANGES

14.1 Can I request a replacement?

Where permitted, replacement may be available for:

Defective products;
Damaged products;
Incorrect products;
Missing components; or
Other eligible circumstances.

Replacement is subject to inventory availability and applicable policy.

14.2 What if replacement stock is unavailable?

Where replacement is approved but stock is unavailable, Ashok Ghosh & Sons may provide an eligible refund or another appropriate remedy in accordance with applicable law and policy.

14.3 Are exchanges available?

Exchanges depend on the product category and applicable policy.

Where an exchange is available, the applicable exchange conditions will be displayed or communicated.

15. DAMAGED PRODUCTS

15.1 What should I do if my parcel arrives damaged?

If the outer package appears damaged or tampered with, where practicable:

Take photographs/video before opening.
Record the condition of the package.
Check the product and accessories.
Report the issue promptly to Ashok Ghosh & Sons.

15.2 What if the product is damaged internally?

Contact Customer Support within the applicable reporting period.

Keep the original packaging and product until the complaint is resolved.

Ashok Ghosh & Sons may require photographs, video, inspection or other evidence.

16. DEFECTIVE PRODUCTS

16.1 What if my product stops working?

Contact Ashok Ghosh & Sons Customer Support.

Depending upon the product and applicable warranty, Ashok Ghosh & Sons may:

Troubleshoot the issue;
Arrange inspection;
Facilitate repair;
Replace the product;
Process an eligible refund; or
Direct you to the applicable manufacturer-authorised service mechanism.

16.2 Does every product have a warranty?

No.

Warranty availability depends on the product.

Where a warranty applies, the applicable warranty period and conditions should be displayed on the product page, invoice, warranty documentation or order information.

16.3 What is excluded from warranty?

Warranty exclusions may include, depending on the applicable warranty:

Physical damage;
Liquid damage;
Misuse;
Accidental damage;
Unauthorised modification;
Improper installation;
Normal wear and tear; or
Other exclusions specified by the manufacturer/seller.

17. SHIPPING & DELIVERY

17.1 Where does Ashok Ghosh & Sons deliver?

Ashok Ghosh & Sons may deliver across India to serviceable pincodes.

Serviceability may vary based on:

Destination;
Product category;
Logistics availability;
Product dimensions;
Regulatory restrictions; and
Other operational considerations.

17.2 How long will delivery take?

Estimated delivery timelines will be displayed at checkout or in order information where available.

Delivery times may vary depending on:

Order processing;
Product availability;
Seller/warehouse location;
Customer location;
Logistics partner;
Weather;
Public holidays;
Natural events;
Transport disruptions;
Remote-area serviceability; and
Other circumstances beyond reasonable control.

17.3 Can I change my delivery address?

Address changes may be possible before dispatch.

Once the order has been shipped, address modification may not be possible.

Customers should contact Customer Support immediately if an address correction is required.

17.4 What happens if the delivery fails?

If delivery cannot be completed because of an incorrect address, customer unavailability, refusal, non-serviceability or other circumstances, the shipment may be re-attempted, returned to origin or otherwise handled in accordance with the applicable shipping process.

Additional charges may apply where legally and contractually permissible.

17.5 Can someone else receive my order?

Depending on the product and delivery requirements, another person at the delivery address may be permitted to receive the order.

Certain high-value or sensitive orders may require delivery verification or OTP.

18. DELIVERY OTP & CUSTOMER SAFETY

18.1 Will a delivery OTP be required?

Certain orders may require an OTP or other delivery-verification mechanism.

18.2 Should I share my banking OTP with the delivery agent?

No.

A delivery OTP, where applicable, should not be confused with:

Banking OTP;
Card OTP;
UPI authentication;
Internet banking authentication.

Never disclose payment credentials.

18.3 Can someone ask me to pay money to receive a refund?

No legitimate refund process should require customers to disclose their UPI PIN, card PIN or banking credentials.

Be particularly cautious of anyone asking you to install remote-access software or scan an unknown QR code to receive a refund.

19. INVOICES & GST

19.1 Will Ashok Ghosh & Sons provide an invoice?

Yes, where applicable, Ashok Ghosh & Sons will provide the relevant invoice/tax documentation in accordance with applicable law.

19.2 What information may appear on my invoice?

Depending on the transaction, the invoice may contain:

Seller name;
Business address;
GSTIN, where applicable;
Invoice number;
Invoice date;
Customer details;
Product description;
Quantity;
Applicable tax;
Total value; and
Other legally required information.

19.3 What if there is an error in my invoice?

Contact Customer Support with the order number and explain the correction required.

Ashok Ghosh & Sons will review the request and, where appropriate, issue a corrected document in accordance with applicable tax requirements.

20. CANCELLATION

20.1 Can Ashok Ghosh & Sons cancel an order?

Yes, in legitimate circumstances permitted by law and the applicable Terms & Conditions.

20.2 Can Ashok Ghosh & Sons cancel an order because the product is unavailable?

Yes.

If the product cannot be fulfilled and payment has been received, Ashok Ghosh & Sons will process the applicable refund.

20.3 What happens to my money if Ashok Ghosh & Sons cancels my prepaid order?

Where a refund is due, Ashok Ghosh & Sons will initiate the refund through the applicable payment mechanism.

The time required for final credit may depend upon the relevant payment provider.

21. CHARGEBACKS & PAYMENT DISPUTES

21.1 What is a chargeback?

A chargeback is a payment dispute initiated through the relevant card issuer, bank, payment network or applicable payment participant concerning a transaction.

Chargebacks may arise from recognised dispute reasons such as:

Unauthorised transaction;
Non-receipt of goods;
Duplicate transaction;
Incorrect transaction;
Product-related dispute; or
Other recognised payment dispute grounds.

21.2 Can I raise a chargeback with my bank?

Yes.

Customers retain their rights to approach their bank, card issuer, UPI/payment service provider or other relevant payment participant in accordance with applicable procedures.

Customers are encouraged to contact Ashok Ghosh & Sons first where the matter can be resolved directly, but Ashok Ghosh & Sons does not intend to prevent or restrict a customer’s lawful right to approach the relevant payment institution.

RBI’s payment framework recognises the importance of dispute resolution and grievance redressal mechanisms within the regulated payment ecosystem.

21.3 What happens when Ashok Ghosh & Sons receives a chargeback?

Ashok Ghosh & Sons may:

Identify the disputed transaction.
Verify the order.
Review payment records.
Review delivery records.
Review tracking information.
Review proof of delivery.
Review return/refund records.
Review customer communications.
Obtain relevant information from logistics/payment partners.
Provide appropriate transaction evidence to the relevant payment participant.
Cooperate with the applicable dispute-resolution process.
Take corrective action where an error or legitimate customer claim is established.

21.4 Does raising a chargeback automatically mean the customer wins?

No.

The outcome depends on the applicable card-network, bank, payment-provider and dispute-resolution rules and the evidence available.

21.5 What if Ashok Ghosh & Sons has already refunded the customer but receives a chargeback?

Ashok Ghosh & Sons may provide evidence of the refund to the relevant payment participant.

Customers should not knowingly seek or retain duplicate recovery for the same transaction.

21.6 Can Ashok Ghosh & Sons charge a customer merely for filing a legitimate dispute?

Ashok Ghosh & Sons will not impose a penalty merely because a customer lawfully raises a genuine payment dispute.

However, fraudulent, abusive or knowingly false claims may be dealt with in accordance with applicable law and Platform terms.

22. UNAUTHORISED TRANSACTIONS

22.1 What should I do if I see an unauthorised Ashok Ghosh & Sons transaction?

Immediately:

Contact your bank/card issuer/payment service provider.
Report the transaction to Ashok Ghosh & Sons.
Secure your account.
Change compromised credentials.
Preserve transaction evidence.

Do not wait if you believe the transaction is fraudulent.

22.2 Will Ashok Ghosh & Sons investigate an unauthorised transaction?

Where the transaction is associated with Ashok Ghosh & Sons, Ashok Ghosh & Sons may investigate relevant order and payment records and cooperate with the applicable bank/payment service provider.

The final determination of an unauthorised payment may involve the relevant bank, card issuer, payment network or regulated payment participant.

23. FRAUD & SCAM PREVENTION

23.1 How can I identify a fake Ashok Ghosh & Sons representative?

Be cautious if someone:

Requests your UPI PIN;
Requests your card PIN;
Requests your CVV;
Requests an OTP unrelated to the transaction;
Asks you to transfer money to a personal account;
Asks you to scan an unknown QR code to receive a refund;
Asks you to install remote-access software;
Offers an unusually large refund;
Claims your account will be blocked unless you make an immediate payment; or
Uses unofficial contact details.

23.2 Does Ashok Ghosh & Sons call customers for payment verification?

Ashok Ghosh & Sons or its authorised service providers may contact customers regarding orders.

However, customers should never disclose confidential authentication credentials.

If in doubt, terminate the call and contact Ashok Ghosh & Sons through the official website.

24. CUSTOMER GRIEVANCES

24.1 How do I file a complaint?

Customers may contact Ashok Ghosh & Sons through the official Customer Support/Contact Us mechanism provided on Ashokghosh.in

Please include:

Name;
Registered mobile/email;
Order number;
Transaction ID, if relevant;
Nature of complaint;
Supporting photographs/documents; and
Desired resolution, where applicable.

24.2 Will my complaint receive a reference number?

Where Ashok Ghosh & Sons’s complaint system generates a ticket/reference number, customers should retain it for future communication.

24.3 How can I escalate a complaint?

If a complaint remains unresolved, customers may escalate it through the Grievance Officer mechanism.

25. GRIEVANCE OFFICER

25.1 Who is Ashok Ghosh & Sons’s Grievance Officer?

Grievance Officer: ASHOK GHOSH
Designation: Grievance Officer
Company: Ashok Ghosh & Sons
Email: GRIEVANCE@ASHOKGHOSH
Telephone: [XXXXX XXXXX]
Address: 197, AD – 179, Krishnapur Rabindrapally, Kolkata 700101
Working Hours: MONDAY TO SATURDAY 10 AM TO 6 PM, EXCLUDING CENTRAL AND STATE GOVERNMENT HOLIDAYS

Important: Replace the above placeholders with the actual authorised details before publishing.

25.2 What complaints can be escalated to the Grievance Officer?

Complaints may relate to:

Product issues;
Orders;
Returns;
Refunds;
Delivery;
Payment disputes;
Unauthorised transactions;
Product authenticity;
Privacy/data concerns;
Website-related complaints;
Consumer grievances; and
Other matters relating to Ashok Ghosh & Sons’s e-commerce operations.

25.3 What should I include in an escalation?

Include the original complaint/ticket number, order number and relevant evidence.

Providing complete information helps Ashok Ghosh & Sons investigate the complaint efficiently.

26. PRIVACY & PERSONAL DATA

26.1 What personal information does Ashok Ghosh & Sons collect?

Depending on your use of the Platform, Ashok Ghosh & Sons may process information such as:

Name;
Mobile number;
Email address;
Billing address;
Delivery address;
Order information;
Payment transaction/reference information;
Account information;
Customer-support communications;
Device/technical information; and
Other information necessary for lawful business purposes.

26.2 Why does Ashok Ghosh & Sons process my personal data?

Personal data may be processed for purposes including:

Account management;
Order processing;
Payment processing;
Delivery;
Customer support;
Returns/refunds;
Fraud prevention;
Security;
Legal compliance;
Dispute resolution;
Service improvement; and
Other purposes explained in the Privacy Policy.

26.3 Does Ashok Ghosh & Sons sell customer personal data?

Ashok Ghosh & Sons does not represent that it sells customers’ personal data as a commercial product.

Personal data may be shared with appropriate service providers, payment providers, logistics providers, technology providers, professional advisers, government/law-enforcement authorities or other parties where necessary and permitted/required by law and the Privacy Policy.

26.4 What law applies to personal data?

Ashok Ghosh & Sons’s personal-data practices are intended to comply with applicable Indian data-protection requirements.

The Digital Personal Data Protection Act, 2023 establishes India’s statutory framework for digital personal data protection.

The Digital Personal Data Protection Rules, 2025 were notified by the Ministry of Electronics and Information Technology on 14 November 2025, with an eighteen-month phased implementation framework.

26.5 Where can I read the Privacy Policy?

Customers should refer to the Privacy Policy published on Ashokghosh.in for detailed information concerning personal-data processing, rights, security, retention, disclosures and grievance mechanisms.

27. COOKIES

27.1 Does Ashok Ghosh & Sons use cookies?

Ashok Ghosh & Sons may use cookies and similar technologies for purposes such as:

Website functionality;
Login/session management;
Security;
Preferences;
Analytics;
Performance;
Personalisation; and
Other purposes described in the applicable privacy/cookie disclosures.

27.2 Can I disable cookies?

Depending on the browser and Platform functionality, customers may be able to manage or disable certain cookies.

Disabling essential cookies may affect website functionality.

28. WEBSITE SECURITY

28.1 Does Ashok Ghosh & Sons protect my account information?

Ashok Ghosh & Sons implements reasonable technical and organisational measures appropriate to the nature of the information and the risks involved.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure.

28.2 What should I do if I identify a security vulnerability?

Do not exploit or publicly disclose the vulnerability.

Contact Ashok Ghosh & Sons through its official support/contact mechanism with sufficient information to investigate the issue responsibly.

29. REVIEWS & FEEDBACK

29.1 Can I submit a product review?

Where the website provides a review facility, customers may submit genuine reviews based on their actual experience.

29.2 Can Ashok Ghosh & Sons remove reviews?

Ashok Ghosh & Sons may moderate or remove content that violates applicable law, Platform rules or reasonable review guidelines, including content that is:

Fraudulent;
Abusive;
Defamatory;
Threatening;
Unlawful;
Spam;
Promotional manipulation;
Infringing;
Misleading; or
Otherwise prohibited.

Ashok Ghosh & Sons should not represent that reviews are independent or verified unless its process actually supports that representation.

30. CUSTOMER RESPONSIBILITIES

Customers using Ashokghosh.in must:

Provide accurate information;
Use valid payment methods;
Not place fraudulent orders;
Not misuse return/refund processes;
Not submit knowingly false complaints;
Not impersonate another person;
Not attempt to compromise Platform security;
Not use the Platform for unlawful activities; and
Comply with applicable law and Platform terms.

31. PROHIBITED ACTIVITIES

The following activities are prohibited:

Payment fraud;
Identity theft;
Account takeover;
Fake orders;
Refund abuse;
Chargeback fraud;
Coupon abuse;
Manipulation of reviews;
Automated attacks;
Malware distribution;
Unauthorised access;
Data scraping without authorisation;
Impersonation;
Counterfeit-related activities; and
Other unlawful activities.

Ashok Ghosh & Sons may take appropriate action where prohibited activity is identified, subject to applicable law.

32. INTELLECTUAL PROPERTY

32.1 Who owns Ashok Ghosh & Sons’s website content?

Unless otherwise stated, the website’s trademarks, logos, text, graphics, photographs, design elements, software, content and other intellectual property are owned by or licensed to Ashok Ghosh & Sons or the applicable rights holder.

32.2 Can I reproduce Ashok Ghosh & Sons’s content?

No, unless permitted by law or authorised by the relevant rights holder.

Unauthorised commercial reproduction, copying, distribution, modification or exploitation may constitute infringement.

33. PRODUCT RECALLS & SAFETY NOTICES

33.1 What happens if a product is recalled?

If Ashok Ghosh & Sons becomes aware of a product recall or legally required safety action, it may take appropriate steps, including:

Suspending sales;
Contacting affected customers where appropriate;
Coordinating returns;
Providing replacement/refund where applicable;
Displaying safety information; and
Cooperating with manufacturers or competent authorities.

33.2 What if I believe a product is unsafe?

Stop using the product where continued use may create a safety risk and contact Ashok Ghosh & Sons immediately.

Provide the order number, product details and description of the safety concern.

34. AGE & ELIGIBILITY

34.1 Can minors purchase products?

Where a transaction requires contractual capacity, the person placing the order must have the legal capacity to enter into the transaction under applicable law.

Parents/guardians are responsible for purchases made by minors where applicable.

Ashok Ghosh & Sons may restrict certain products or transactions based on age or legal requirements.

35. DELIVERY TO REMOTE LOCATIONS

35.1 Does Ashok Ghosh & Sons deliver to every pincode?

No.

Delivery depends on logistics serviceability.

A pincode may be temporarily or permanently unavailable due to:

Logistics limitations;
Product restrictions;
Geographic location;
Natural events;
Regulatory restrictions; or
Other operational reasons.

36. FORCE MAJEURE & UNAVOIDABLE DELAYS

36.1 What if an event outside Ashok Ghosh & Sons’s control delays delivery?

Delivery or service may be affected by circumstances beyond reasonable control, including:

Natural disasters;
Floods;
Earthquakes;
Severe weather;
Fire;
War;
Civil disturbances;
Strikes;
Government restrictions;
Transport disruptions;
Epidemics/pandemics;
Cyber incidents; or
Other extraordinary circumstances.

Ashok Ghosh & Sons will take reasonable steps to minimise the impact and resume normal service as soon as practicable.

37. LEGAL & REGULATORY COMPLIANCE

37.1 Which laws may apply to Ashok Ghosh & Sons’s business?

Depending on the transaction and circumstances, applicable Indian laws and regulations may include:

Consumer Protection Act, 2019;
Consumer Protection (E-Commerce) Rules, 2020;
Information Technology Act, 2000;
Applicable Information Technology Rules;
Digital Personal Data Protection Act, 2023;
Digital Personal Data Protection Rules, 2025, as applicable according to their commencement;
Goods and Services Tax laws;
Legal Metrology laws, where applicable;
Contract laws;
Intellectual-property laws;
Applicable product-specific regulations;
Applicable payment-related RBI directions governing relevant payment participants; and
Other applicable central and state laws.

The above is not an exhaustive legal list.

37.2 Does Ashok Ghosh & Sons guarantee that every product is suitable for every customer?

No.

Customers must review product specifications, compatibility, warnings, instructions and other applicable information before purchasing or using a product.

Where professional advice is required, customers should consult an appropriately qualified professional.

38. CONSUMER RIGHTS

38.1 What consumer rights do I have?

Customers retain rights available under applicable Indian consumer-protection law.

These may include rights relating to:

Safety;
Information;
Choice;
Being heard;
Redressal;
Protection against unfair trade practices;
Protection against misleading representations; and
Other statutory consumer protections.

The Consumer Protection Act, 2019 empowers the Central Consumer Protection Authority to address violations of consumer rights, unfair trade practices and misleading advertisements.

38.2 Can I approach a Consumer Commission?

Yes.

Nothing in Ashok Ghosh & Sons’s Terms, FAQ or policies is intended to prevent a customer from exercising a statutory right or remedy available under applicable Indian law.

Customers may approach the appropriate consumer dispute redressal forum/commission or other competent authority in accordance with applicable law.

39. PAYMENT DISPUTE ESCALATION

39.1 What if my payment dispute is not resolved by Ashok Ghosh & Sons?

Customers may escalate the matter to the relevant:

Bank;
Card issuer;
UPI/payment service provider;
Payment gateway/payment aggregator, where applicable;
Applicable payment-network dispute mechanism; or
Other competent authority.

Where a regulated payment entity is involved, its applicable grievance mechanism and regulatory framework may apply.

RBI maintains consumer-protection and grievance mechanisms for matters falling within its regulatory jurisdiction.

39.2 Does Ashok Ghosh & Sons’s internal complaint process prevent me from approaching my bank?

No.

Customers retain their applicable statutory and contractual rights to approach their bank or payment service provider.

40. CUSTOMER SUPPORT

40.1 How can I contact Ashok Ghosh & Sons?

Customers should use the official contact details published on Ashokghosh.in

For order-related queries, please keep your order number available.

For payment-related queries, keep your transaction/reference number available.

40.2 What information should I provide to Customer Support?

For faster assistance, provide:

Full name;
Registered email/mobile number;
Order number;
Product name;
Transaction/reference ID, where applicable;
Date of transaction;
Description of the issue; and
Supporting documents/photos/videos where relevant.

41. GRIEVANCE ESCALATION MATRIX

Level 1 – Customer Support

For:

Order queries;
Delivery;
Product information;
Returns;
Refunds;
Payment issues.

Contact: [CUSTOMER SUPPORT EMAIL / PHONE]

Level 2 – Escalation Team

For unresolved Customer Support complaints.

Contact: [ESCALATION EMAIL]

Level 3 – Grievance Officer

For formal grievance escalation.

Grievance Officer: [NAME]
Email: [GRIEVANCE EMAIL]
Phone: [PHONE]
Address: [ADDRESS]

Level 4 – Statutory/Regulatory Remedy

Nothing in Ashok Ghosh & Sons’s internal escalation process prevents a customer from exercising a statutory remedy available under applicable law.

42. IMPORTANT PAYMENT SAFETY NOTICE

Ashok Ghosh & Sons will never ask customers to disclose:

UPI PIN;
ATM PIN;
Card PIN;
CVV;
Internet banking password; or
Confidential authentication credentials

to receive a refund, cashback, prize, discount or delivery.

Never scan an unknown QR code to receive money.

Never install remote-access software at the request of an unknown caller.

Never transfer money to an individual’s personal bank account merely because the person claims to represent Ashok Ghosh & Sons.

When in doubt, contact Ashok Ghosh & Sons using the official contact details published on Ashokghosh.in

43. FAQ AND OTHER POLICIES

43.1 Does this FAQ replace Ashok Ghosh & Sons’s Terms & Conditions?

No.

This FAQ is intended to provide general information.

The legally applicable Terms & Conditions, Privacy Policy, Return & Refund Policy, Shipping Policy, Cancellation Policy and other applicable policies govern the relevant transaction.

43.2 What happens if this FAQ conflicts with applicable law?

Mandatory provisions of applicable law will prevail.

43.3 What happens if this FAQ conflicts with the Terms & Conditions?

The applicable specific contractual terms and mandatory legal requirements will govern, subject to applicable law.

44. POLICY DOCUMENTS

Customers should review the following documents before placing an order:

Terms & Conditions
Privacy Policy
Return & Refund Policy
Shipping Policy
Cancellation Policy
Payment/Chargeback Policy, where separately published
Contact Us
Grievance Redressal Policy, where separately published

These documents should be prominently accessible from the website footer and relevant checkout/order pages.

45. IMPORTANT DISCLAIMER

This FAQ is provided for general customer information and assistance.

It does not constitute legal, financial, banking, tax, investment or professional advice.

Ashok Ghosh & Sons may update this FAQ from time to time to reflect changes in:

Products;
Services;
Payment arrangements;
Delivery arrangements;
Security practices;
Business operations;
Applicable legislation;
Regulatory requirements; or
Platform functionality.

Where a mandatory provision of applicable Indian law applies, that provision will prevail over any inconsistent statement in this FAQ.

46. CONTACT ASHOK GHOSH & SONS

Ashok Ghosh & Sons

Website: ashokghosh.in

Customer Support: support@ashokghosh.in

Customer Care: [XXXXX XXXXX]

Grievance Officer: ASHOK GHOSH

Grievance Email: GRIEVANCE@ASHOKGHOSH

Registered Office: 197, AD – 179, Krishnapur Rabindrapally, Kolkata 700101

Business Hours: Monday to Saturday, Morning 10 AM to 6 PM, Excluding Central and State Government Holidays

GSTIN:19AGGPG0938H1ZF

CUSTOMER REMINDER

Before placing an order, customers are encouraged to:

Read the complete product description;
Check specifications and compatibility;
Review warranty information;
Check return eligibility;
Review delivery information;
Verify the final payable amount;
Use only authorised payment methods;
Never disclose payment authentication credentials; and
Keep the invoice and order confirmation for future reference.

Ashok Ghosh & Sons is committed to providing customers with a transparent, secure and responsible online shopping experience in accordance with applicable Indian law.