At (Website Name), we are dedicated to delivering a smooth, reliable, and trustworthy shopping experience. We value fairness, transparency, and accountability in resolving customer concerns. This Grievance Redressal Policy has been created to ensure that your issues are handled promptly, professionally, and in full compliance with applicable laws.

What is a Grievance?

A grievance refers to any complaint, concern, or dissatisfaction arising from a product or service purchased through our platform for which you seek a resolution. Examples of such issues include, without limitation:

• Concerns regarding product quality or defects
   
• Wrong or delayed deliveries
   
• Payment or transaction issues
   
• Problems with returns, refunds, or exchanges
   
• Unsatisfactory customer support
   
• Questions or disputes related to our policies

How to Raise a Grievance

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

Step 1: Visit Help Centre/Contact Page
Head over to the “Help Centre” or “Contact Us” section available on our website or mobile application.

Step 2: Select Your Concern
Choose the category that best matches your problem.

Step 3: Submit Your Request
Provide complete details including your Order ID, description of the issue, and attach any relevant documents or images.

Once submitted, our customer support team will carefully review your case and provide an appropriate response.

Escalation to Grievance Officer

If your concern is not resolved to your satisfaction or remains unaddressed, you may escalate the matter to our designated Grievance Officer. This procedure follows the provisions of the Information Technology Act, 2000, and other applicable legal frameworks.

(Website Name) has appointed a dedicated Grievance Redressal Officer responsible for monitoring complaint resolution, ensuring impartiality, and addressing escalated issues. The Grievance Officer is available for queries at (mention email).

Grievance Handling Process

• Acknowledgement: Your grievance will be acknowledged within 48 hours via email.
   
• Unique Reference ID: You will be assigned a unique grievance ID to track your complaint.
   
• Resolution Timeline: Our team, along with the Grievance Officer, will strive to resolve your concern promptly, usually within 7 working days, or within the timeline required by law.
   
• Communication Updates: You will be kept informed about the status and progress of your grievance through your registered contact details.

Closure of Grievance

A grievance will be considered resolved and closed under the following circumstances:

• When a satisfactory resolution is provided by our support team or Grievance Officer.
   
• When you do not respond to our communications within a reasonable timeframe after a resolution is shared.
   
• When a final resolution is delivered in accordance with our policies and relevant laws.

Contact Us

If you have any questions or would like to raise a grievance, please reach out to us at (mention email).

Note

This policy may be updated periodically to reflect changes in practices or legal requirements. Please refer to our Terms of Use and Privacy Policy pages for the latest version.