GRIEVANCE REDRESSAL POLICY  

At Earthypastel, operated by (Company Name), we are committed to providing a seamless and trustworthy shopping experience. We prioritize fair treatment and transparent handling of all customer concerns. This Grievance Redressal Policy ensures that your issues are addressed promptly, professionally, and in line with applicable laws.  

What is a Grievance?  

A grievance is any concern or dissatisfaction arising from a product or service purchased on our platform, for which the customer seeks resolution. Examples include, but are not limited to:  

• Product defects or quality issues   
   
• Incorrect, delayed, or failed deliveries   
   
• Payment-related problems   
   
• Issues with returns, refunds, or exchanges   
   
• Dissatisfaction with customer service   
   
• Queries regarding our policies  

How to Raise a Grievance  

To report a concern, please follow these steps:  

Visit Our Help Centre or Contact Page   

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

Select Your Issue   

Choose the relevant category or topic corresponding to your concern.  

Submit Your Query   

Provide all required details, including your Order ID, description of the issue, and any supporting documents or images.   
Our support team will review your submission and respond accordingly.  

Escalation to Grievance Officer  

If your issue remains unresolved or you are dissatisfied with the response from our customer care team, you may escalate it to our designated Grievance Officer, as per the Information Technology Act, 2000 and other applicable regulations.  
 
Earthypastel has appointed a dedicated Grievance Officer responsible for overseeing complaint resolution, ensuring fairness, and addressing escalated matters. You can reach the officer at: (mention email)  

Grievance Handling Process  

Acknowledgement: Your grievance will be acknowledged within 48 hours via email.  

Unique Ticket/Reference ID: A unique grievance ID will be provided to track the status of your complaint.  

Resolution Timeline: Our team, together with the Grievance Officer, will strive to resolve the grievance promptly, typically within 7 working days or as required by applicable laws. 

Updates & Communication: Regular updates on your grievance’s progress will be shared through your registered communication method.  

Closure of Grievance  

A grievance is considered closed in the following situations:  

• When you receive a satisfactory resolution from our support team or Grievance Officer   
   
• If you do not respond within a reasonable period after a resolution is proposed   
   
• When a final resolution has been communicated in accordance with our policies and applicable law  

Contact Us  

For further questions or to raise a grievance, please contact:   
(mention email)  

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