GRIEVANCE REDRESSAL POLICY    

At (Website Name), we are dedicated to providing a reliable and trustworthy shopping experience for our customers. We uphold transparency and fairness in addressing all consumer concerns. Our Grievance Redressal Policy ensures that any issues are managed promptly, professionally, and in compliance with applicable laws.

What is a Grievance?

A grievance refers to any concern or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks a resolution. This may include, but is not limited to, concerns related to product defects or quality, incorrect or delayed deliveries, payment issues, challenges with returns, refunds, or exchanges, dissatisfaction with customer support, and questions regarding our policies.

How to Raise a Grievance

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

Visit Our Help Centre or Contact Page
Navigate to the "Help Centre" or "Contact Us" section on our website or app.

Select Your Issue
 Choose the relevant category or topic that matches your concern.

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

Once submitted, our support team will review your complaint and respond accordingly.

Escalation to Grievance Officer

If your issue remains unresolved or you are dissatisfied with the resolution provided by our customer support team, you may escalate it to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other relevant laws.

To maintain accountability and legal compliance, (Website Name) has appointed a dedicated Grievance Redressal Officer responsible for overseeing the complaint resolution process, ensuring fairness, and handling unresolved or escalated matters. You can contact the Grievance Officer via email at (mention email).

Grievance Handling Process

Acknowledgement
We will acknowledge receipt of your grievance within 48 hours via email.

Unique Ticket/Reference ID
A unique grievance ID will be generated and shared with you to track the status of your complaint.

Resolution Timeline
Our team, along with the Grievance Officer, will strive to resolve your grievance as quickly as possible, generally within 7 working days or as specified under applicable laws.

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 under the following conditions:

• When a satisfactory resolution is provided by our support team or Grievance Officer.
   
• When you do not respond to our communications within a reasonable period after a resolution has been offered.
   
• When a final resolution has been communicated in line with our policies and applicable legal requirements.

Contact Us

For any questions or to submit a grievance, please reach out to us at (mention email).

Note

This policy may be updated periodically. Please refer to our Terms of Use and Privacy Policy pages for the most current version.