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

A clear grievance policy reflects our dedication to customer satisfaction and accountability, ensuring that every concern is treated seriously and resolved efficiently.

What is a Grievance?

A grievance is any issue or dissatisfaction arising from a product or service purchased through our platform for which you are seeking a resolution. This may include concerns regarding product quality, defects, incorrect or delayed deliveries, payment-related problems, issues with returns or refunds, dissatisfaction with customer service, or questions about our policies.
 

Defining grievances clearly helps customers understand what can be reported and ensures that all concerns are categorized and addressed appropriately.

How to Raise a Grievance

If you have a concern, please reach out to us through our support channels:
 

Visit the Help Centre or Contact Page

Navigate to the relevant section on our website or mobile app.
 

Select Your Issue

Choose the category or topic related to your concern.
 

Submit Your Query

Provide all necessary details including your order ID, issue description, and any supporting documents or images.
 

Once submitted, our support team will review your grievance and respond accordingly. Following a structured process ensures your concern is handled quickly and efficiently.

Escalation to Grievance Officer

If your issue remains unresolved or you are not satisfied with the response from our customer care team, you may escalate the matter to our designated Grievance Officer. This is in line with the Information Technology Act, 2000 and other applicable laws.
 

The Grievance Officer is responsible for overseeing complaint resolution, ensuring fairness, and addressing unresolved matters. You can reach the officer via email at (mention email). Having a dedicated officer ensures accountability and legal compliance in handling escalated complaints.

Grievance Handling Process

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

Unique Ticket ID: A reference ID will be provided to track your grievance status.
 

Resolution Timeline: Our team, in coordination with the Grievance Officer, aims to resolve issues promptly, generally within seven working days or as required by law.
 

Updates and Communication: You will receive regular updates on your grievance through your registered communication method.

A structured handling process ensures transparency and keeps you informed throughout the resolution, fostering trust and confidence in our platform.

Closure of Grievance

• A grievance will be considered closed in the following cases:
• When you receive a satisfactory resolution from our support team or Grievance Officer.
• When you do not respond to our communications within a reasonable time after resolution is offered.
• When a final resolution has been communicated according to our policies and applicable law.
• Clear closure criteria provide clarity to customers and ensure that all grievances are formally concluded while maintaining proper documentation.

Contact Us

For further queries or to raise a grievance, please contact us at (mention email).
 

We are committed to addressing every concern diligently and ensuring that your experience with us remains positive and reliable.

Note

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

Regular updates help ensure that our grievance procedures stay aligned with legal requirements and evolving customer needs.