Grievance Redressal Policy
 

At (Website Name), we are dedicated to delivering a reliable and transparent shopping experience. We believe in fair practices and clear communication when addressing customer concerns. This Grievance Redressal Policy has been established to ensure that all issues are handled promptly, professionally, and in compliance with applicable laws.

What is a Grievance?

A grievance refers to any complaint or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks resolution. This may include, but is not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment concerns, return or refund matters, exchange-related issues, dissatisfaction with customer service, or questions regarding our policies.

How to Raise a Grievance

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

Visit Our Help Centre or Contact Us Page

Access the “Help Centre” or “Contact Us” section on our website or mobile application.

Select Your Issue

Choose the appropriate category or topic that best matches your concern.

Submit Your Query

Provide complete details, including your order ID, a description of the issue, and any supporting documents or images, if applicable.

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

Escalation to Grievance Officer

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

To ensure compliance and accountability, (Website Name) has appointed a dedicated Grievance Redressal Officer who oversees the resolution process, ensures fairness, and addresses unresolved or escalated complaints. You may contact the Grievance Officer via email at (mention email).

Grievance Handling Process

• Acknowledgement: Receipt of your grievance will be acknowledged via email within 48 hours.
• Unique Ticket / Reference ID: A unique grievance reference number will be generated and shared to help you track the status of your complaint.
• Resolution Timeline: Our team, in coordination with the Grievance Officer, will make every effort to resolve the grievance at the earliest, generally within 7 working days or within timelines prescribed under applicable laws.
• Updates & Communication: You will receive periodic updates regarding the progress of your grievance through your registered mode of communication.

Closure of Grievance

A grievance shall be deemed resolved and closed under the following conditions:

• When a satisfactory resolution has been provided by our support team or Grievance Officer.
• When there is no response from you within a reasonable period after a resolution has been communicated.
• When a final resolution has been issued in accordance with our policies and applicable legal requirements.

Contact Us

For any additional queries or to initiate a grievance, please contact us at: (mention email).

Note

This policy may be updated from time to time. For the most recent version, please refer to our Terms of Use and Privacy Policy pages.