Complaint Redressal
In accordance with Federal Law No. 15 of 2020 on Consumer Protection
Customer Complaints Team
United Arab Emirates
Registered address
KARTSEEK Middle East FZ-LLC
Dubai Internet City, Dubai, United Arab Emirates
Trade Licence No. 000000
How to file a complaint
Contact customer support first
For order-related issues, use the Help Centre or contact support on 800 5555 (8 AM – 10 PM (GST), all days). Most issues are resolved at this stage within 24–48 hours.
Submit a formal complaint
If support does not resolve it, email the Customer Complaints Team at [email protected] with your complaint, order ID and any supporting documents.
Acknowledgement
We acknowledge your complaint within 48 hours of receipt.
Resolution
We investigate and resolve within 15 days of acknowledgement.
Escalation
If you are not satisfied, you may escalate to the Ministry of Economy — Consumer Protection Department on 600 522225.
Redressal timelines
| Complaint type | Acknowledgement | Resolution |
|---|---|---|
| Order-related (wrong or damaged item) | 24 hours | 7 days |
| Refund not received | 24 hours | 10 business days |
| Seller dispute | 48 hours | 15 days |
| Data privacy concern | 48 hours | 15 days |
| Fraudulent activity report | 24 hours | 15 days |
| Content or listing complaint | 48 hours | 15 days |
Regulatory basis
This redressal mechanism is established under Federal Law No. 15 of 2020 on Consumer Protection, together with Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services, and personal data handled in the course of a complaint is processed under Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data.