GRIEVANCE REDRESSAL POLICY

At (Website Name), we are dedicated to delivering a reliable and transparent shopping experience for all our customers. We value fairness and clarity in resolving consumer issues. This Grievance Redressal Policy has been created to ensure that your concerns are handled promptly, professionally, and in line with applicable laws.

What is a Grievance?
A grievance is defined as any complaint or dissatisfaction arising from a purchase made on our platform, for which the customer expects a resolution. This may involve, but is not restricted to, matters concerning product quality or defects, wrong or delayed deliveries, payment concerns, return or refund issues, exchange-related queries, dissatisfaction with customer care, or questions regarding our policies.

How to Raise a Grievance
If you have a concern, we encourage you to contact us using our available support options. The process works as follows:

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

Select Your Concern
Pick the most appropriate category or subject related to your issue.

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

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

Escalation to Grievance Officer
If your concern is not resolved, or if you are unsatisfied with the solution offered by our customer care team, you may escalate the matter to our appointed Grievance Redressal Officer, in line with the Information Technology Act, 2000, and other applicable laws.
To ensure compliance and accountability, (Website Name) has assigned a dedicated Grievance Officer. The officer is responsible for monitoring the resolution process, ensuring fairness, and addressing escalated matters. You may reach the Grievance Officer directly at (mention email).

Grievance Handling Process

• Acknowledgement: We will acknowledge your grievance within 48 hours via email.
• Unique Ticket/Reference ID: A unique ID will be generated and shared to help you check the status of your complaint.
• Resolution Timeline: Our team, along with the Grievance Officer, will strive to resolve your concern at the earliest, usually within 7 working days, or as required by applicable law.
• Updates & Communication: Regular updates on your grievance will be shared using your registered communication details.
   

Closure of Grievance
Your grievance will be considered closed in the following scenarios:

• When you receive a satisfactory resolution from our support team or the Grievance Officer.
• When you do not respond within a reasonable timeframe after a resolution is provided.
• When a final outcome has been shared in accordance with our policy and relevant laws.
   

Contact Us
For any grievance-related concerns or to initiate a complaint, please contact 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.