Verified: 2 June 2026 05:30 am IST
Industry: E-Commerce & Retail (Beauty & Lifestyle)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs
Important Safety Warning: Beware of the “Fake Courier & Refund Scam.” Scammers frequently buy ads on Google displaying fake Nykaa customer care numbers. This is a scam. Nykaa staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a lost package.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing items, damaged products, refund delays, or delivery issues) directly via the Help Center / My Orders section on the Nykaa app or website nykaa.com/help-center. You can also utilize their central helpdesk directly by emailing support@nykaa.com or dialing their primary centralized national helpline at 1800-267-4444.
Availability: The centralized toll-free IVR, live chat, and email support operate 7 days a week from 8:00 AM to 10:00 PM.
Timeline: Nykaa aims to resolve most standard Level 1 shipping and refund queries immediately during the interaction, or within 24 to 48 hours for issues requiring seller or logistics investigation.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 support fails, your refund is unjustly denied, your account is blocked without cause, or a third-party seller has defrauded you, you must formally escalate. Under the Consumer Protection (E-Commerce) Rules, 2020, you must escalate the matter to the designated Grievance Officer. You must email the Grievance Officer directly at grievanceofficercs@nykaa.com. You must include your registered mobile number, Order ID, and your Level 1 Ticket/Complaint Reference Number. Written legal notices can be sent to their Headquarters (Grievance Officer, Nykaa E-Retail Pvt. Ltd., 104, Vasan Udyog Bhavan, Sun Mill Compound, Tulsi Pipe Road, Lower Parel, Mumbai, Maharashtra – 400013).
Timeline: By law, the E-Commerce Grievance Officer must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline)
Authority: There is no binding E-Commerce Ombudsman in India. If the Nykaa Grievance Officer rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation through the Ministry of Consumer Affairs.
Portal/Contact: You must register your grievance against Nykaa E-Retail Pvt. Ltd. on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure Nykaa’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or Nykaa refuses to comply with a refund request for a counterfeit or defective high-value product, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the delivery of a defective product or the denial of a refund) occurred.
Community Action: Is Nykaa refusing to refund a missing expensive perfume, or are you looking for the correct template to formally escalate a damaged product complaint to the Mumbai Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!