Contact support
One inbox, answered by the people who pack the orders. Tell us the order number and what you expected to happen, and you will get a person rather than a ticket macro.
- Updated
- Sections
- 5
- Hours
- Mon–Sat, 10:00–18:00 IST
- First response
- Within 1 working day
For anything about an existing order, the fastest route is your account: open the order and use the thread attached to it. That way the order, its invoice and its shipment are already in front of whoever picks it up.
Four things turn a two-day exchange into a one-reply answer.
- The order number, in the form
VS-2627-000123. - What you expected and what happened instead. “The motor does not spin” and “the motor stutters above half throttle” lead to completely different answers.
- Photographs, or a short video for anything intermittent. A ten-second clip of a failure is worth a page of description.
- The rest of the build, for a fitment or compatibility question. Frame, stack, motors, cell count. If you built it in the Build Studio, send the share link and we have all of it.
These come up often enough that the answer is already written down, usually in more detail than an email would give you.
- Shipping rates and transit times, and why the north-east and the islands take longer.
- Why a battery arrives part-charged and why it never travels by air.
- Whether something is returnable, and how a defect is told apart from crash damage.
- Getting your GSTIN onto an invoice. This one has to be done before you order.
- Dealer, lab and institutional purchasing, quotes and credit terms.
If something has gone wrong and the normal channel has not fixed it, escalate. Under the Consumer Protection (E-Commerce) Rules 2020 we publish a grievance officer and are bound to timelines.
- Grievance officer
- Head of Operations
- Acknowledgement
- Within 48 hours
- Resolution
- Within 30 days
Write “Grievance” in the subject line so it is routed rather than queued. Include the order number and what outcome you are asking for.
Data protection requests go the same way
Requests to access or erase your personal data under the Digital Personal Data Protection Act 2023 use this same address. What we can and cannot erase, and why some records survive, is set out in the privacy policy.
This is a workshop and a warehouse, not a shop counter. Please do not send a return here without raising it first, and please do not arrive unannounced expecting to collect an order.