Grievance Redressal Policy

At (Website Name), we are dedicated to offering a reliable and seamless shopping journey for our customers. We uphold fairness and transparency in handling every concern. This Grievance Redressal Policy has been created to ensure your issues are resolved promptly, professionally, and in line with applicable laws.

What is a Grievance?

A grievance refers to any dissatisfaction or issue that arises from a product or service purchased through our platform, where the customer seeks resolution. This may include, but is not limited to: product defects or quality concerns, delayed or incorrect deliveries, payment-related matters, problems with returns, refunds, or exchanges, dissatisfaction with customer service, and queries linked to our policies.

How to Raise a Grievance

If you face any concern, we encourage you to contact us through our support channels. The process is as follows:

Visit Help Centre or Contact Us Page
Go to the “Help Centre” or “Contact Us” section on our website or mobile app.

Select Your Issue
Choose the appropriate category or subject related to your concern.

Submit Your Query
Provide the required details, including your order ID, a description of the issue, and any supporting images or documents.

Once submitted, our support team will review the matter and respond accordingly.

Escalation to Grievance Officer

If your concern remains unresolved or you are not satisfied with the solution provided by our customer care team, you may escalate it to our designated Grievance Officer, in line with the Information Technology Act, 2000 and other applicable laws.

To ensure compliance and accountability, (Website Name) has appointed a Grievance Officer responsible for overseeing the resolution process, ensuring fairness, and addressing unresolved or escalated complaints. You may contact the Grievance Officer by email at (mention email).

Grievance Handling Process

• Acknowledgement: Receipt of your grievance will be acknowledged within 48 hours via email.
  
   
• Unique Ticket/Reference ID: A unique grievance ID will be generated and shared for tracking your complaint status.
  
   
• Resolution Timeline: Our team, along with the Grievance Officer, will make every effort to resolve your grievance promptly, usually within 7 working days or as required by law.
  
   
• Updates & Communication: You will receive timely updates on the progress of your grievance through your registered communication method.
  
   

Closure of Grievance

Your grievance will be considered resolved and closed under the following conditions:

• When you receive a satisfactory resolution from our support team or Grievance Officer.
  
   
• When there is no response from you within a reasonable time after a resolution is offered.
  
   
• When a final resolution is provided in accordance with our policies and applicable law.
  
   

Contact Us

For further assistance or to raise a grievance, please reach out to us at (mention email).

Note

This policy may be updated periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.