At (Website Name), operated by (Company Name), customer satisfaction remains one of our highest priorities. We strive to deliver a reliable, transparent, and hassle-free shopping experience for every customer. We understand that concerns may occasionally arise, and we are committed to resolving them in a fair, timely, and professional manner. This Grievance Redressal Policy explains the process through which customer complaints are handled while ensuring compliance with all applicable legal and regulatory requirements.
What is a Grievance?
A grievance means any complaint, concern, or dissatisfaction associated with a product or service purchased through our platform where the customer is requesting an appropriate resolution. Such grievances may include, without limitation, issues concerning product quality, damaged or defective products, incorrect shipments, delayed deliveries, payment-related concerns, return, refund, or exchange requests, dissatisfaction with customer support services, as well as questions or concerns relating to our policies.
How to Raise a Grievance
If you wish to report any concern, we encourage you to contact us through our available customer support channels. The grievance submission process is outlined below:
Visit our Help Centre or Contact Us Page
Open the "Help Centre" or "Contact Us" section available on our website or mobile application.
Select Your Issue
Choose the category or subject that most accurately matches the concern you wish to report.
Submit Your Query
Provide all relevant information, including your order ID, a detailed explanation of the issue, along with any supporting documents, screenshots, or images wherever applicable.
After your request has been submitted successfully, our customer support team will carefully examine the matter and provide an appropriate response.
Escalation to Grievance Officer
If your complaint is not resolved to your satisfaction, or if you remain dissatisfied with the response received from our customer support team, you may escalate your grievance to our designated Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable laws.
To maintain transparency, accountability, and legal compliance, (Website Name) has appointed a dedicated Grievance Redressal Officer who oversees the grievance resolution mechanism. The officer is responsible for reviewing escalated complaints, ensuring that every matter is handled fairly, and facilitating the resolution of unresolved concerns. The Grievance Officer may be contacted through email at (mention email).
Grievance Handling Process
Acknowledgement: We will confirm receipt of your grievance through email within 48 hours of receiving your complaint.
Unique Ticket/Reference ID: A unique grievance Ticket/Reference ID will be created and shared with you, enabling you to monitor the status of your complaint.
Resolution Timeline: Our support team, together with the Grievance Officer, will make every reasonable effort to resolve your grievance as quickly as possible, generally within 7 working days, or within the period prescribed under applicable laws.
Updates & Communication: Throughout the resolution process, you will receive regular progress updates through your registered communication channel.
Closure of Grievance
A grievance will be regarded as closed and resolved under any of the following circumstances:
When a satisfactory resolution has been provided to you by our customer support team or the Grievance Officer.
When no response is received from you within a reasonable period after a suitable resolution has been communicated.
When the final decision regarding your grievance has been conveyed in accordance with our policies and applicable law.
Contact Us
If you require additional information or wish to submit a grievance, you may contact us at (mention email).
Note
This Grievance Redressal Policy may be revised from time to time whenever necessary. To review the latest version of this policy, please refer to our Terms of Use and Privacy Policy pages.