Grievance Redressal Policy

At (Website Name), building trust and maintaining fairness guide every interaction with our customers. We follow a clear and responsible approach when handling concerns raised by users. This Grievance Redressal Policy explains how complaints are received, reviewed, and resolved in line with applicable legal standards.

Meaning of a Grievance

A grievance refers to any complaint, concern, or dissatisfaction related to products or services purchased through our platform where a customer seeks resolution. This may include issues related to product quality or defects, delayed or incorrect deliveries, payment concerns, return or refund challenges, exchange requests, customer service dissatisfaction, or questions regarding our policies.

Procedure to Submit a Grievance

Customers experiencing an issue are encouraged to contact us through our official support channels. The steps involved are outlined below:

Access Support Pages

Visit the Help Centre or Contact Us section available on our website or mobile application.

Choose the Relevant Issue

Select the category that best matches the concern being reported.

Submit Complete Details
Share required information such as order ID, description of the issue, and any supporting documents or images.

After submission, the support team will review the concern and respond accordingly.

Escalation to the Grievance Officer

If a concern remains unresolved or the response provided does not meet expectations, the matter may be escalated to our appointed Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable regulations.

To maintain accountability and compliance, (Website Name) has designated a Grievance Redressal Officer responsible for supervising complaint resolution and handling escalated cases.

Grievance Resolution Process

• Acknowledgement

Receipt of the grievance will be confirmed within forty eight hours through email.

• Reference Number

A unique grievance or ticket number will be issued for tracking purposes.

• Resolution Timeline

Efforts will be made to resolve concerns as quickly as possible, generally within seven working days or within timelines defined by applicable laws.

• Status Updates

Progress updates will be communicated using the registered contact details.

Closure of a Grievance

A grievance will be considered resolved under the following conditions:

• A satisfactory resolution has been provided by the support team or Grievance Officer
   
• No response is received from the customer within a reasonable time after a resolution is offered
   
• A final decision has been communicated in line with company policies and legal requirements

Contact Information

To submit a grievance or seek further clarification, customers may contact us at: (mention email)

Policy Notice

This Grievance Redressal Policy may be updated periodically. For the latest version, users are advised to review the Terms of Use and Privacy Policy available on our website.