Grievance Redressal Policy  

At (Website Name), we prioritize building a reliable and customer-first shopping environment. We are dedicated to fairness, clarity, and efficiency in handling user complaints. This Grievance Redressal Policy ensures that all concerns are addressed promptly, fairly, and in compliance with applicable laws and regulations.

Definition of a Grievance

A grievance is any dissatisfaction expressed by a customer concerning a purchase made on our platform. Such concerns may include issues with product quality or defects, order delays, wrong shipments, payment discrepancies, returns, exchanges, refunds, dissatisfaction with customer support, or doubts about policies. Any matter for which the user seeks corrective action is considered a grievance.

Steps to Submit a Grievance

Customers may register their concern through our official support channels. The process is as follows:

1. Go to Help Centre / Contact Page
   
   Access the “Help Centre” or “Contact Us” section from our website or mobile application.
    
2. Choose Relevant Issue
   
   Select the specific category that best describes your concern.
    
3. File Your Complaint
   
   Provide your order ID, a clear description of the problem, and attach supporting files such as screenshots or images, if available.

After submission, our support staff will carefully evaluate your complaint and provide an appropriate response.

Escalation to Grievance Officer

If you are not satisfied with the resolution given by our customer support team, you can escalate the matter directly to our appointed Grievance Officer. The role of the officer, as required under the Information Technology Act, 2000 and related laws, is to ensure impartial and fair treatment of unresolved complaints. The Grievance Redressal Officer can be contacted via email at (mention email).

Grievance Redressal Procedure
 

• Acknowledgement: A confirmation email acknowledging receipt of your grievance will be sent within 48 hours.
   
• Unique Tracking ID: A dedicated reference number will be generated and shared for you to monitor the progress of your grievance.
   
• Resolution Timeline: Our team, in coordination with the Grievance Officer, will aim to provide closure as early as possible, usually within 7 working days, or as legally mandated.
   
• Ongoing Updates: Progress and status updates will be communicated to you using your registered email or mobile number.

Resolution and Closure

A grievance will be deemed resolved and closed when:

• A satisfactory resolution has been delivered to you by our team or Grievance Officer.
   
• You do not respond to our follow-up messages within a reasonable timeframe after a solution is provided.
   
• A final resolution has been issued as per our company’s policies and prevailing laws.

Contact Information

For filing grievances or seeking clarification, kindly write to us at (mention email).

Note: This policy may be reviewed periodically. Always check our Terms of Use and Privacy Policy pages to view the latest version.