Grievance Redressal Policy

At (Website Name), operated by (Company Name), we are dedicated to providing a reliable and transparent shopping experience. We believe in fair practices and professional handling of customer concerns. This Grievance Redressal Policy ensures that any issues are resolved promptly, responsibly, and in line with applicable laws.

What is a Grievance?
A grievance refers to any dissatisfaction or issue arising from a product or service purchased through our platform, where a customer seeks resolution. This may include, but is not limited to:

• Product quality concerns or defects
• Incorrect or delayed deliveries
• Payment-related issues
• Problems with returns, refunds, or exchanges
• Dissatisfaction with customer service
• Questions about our policies

How to Raise a Grievance
If you have a concern, you can contact us through the following steps:

1. Visit Help Centre or Contact Us Page – Go to the “Help Centre” or “Contact Us” section of our website or mobile app.
2. Select Your Issue – Choose the appropriate category related to your concern.
3. Submit Your Query – Provide details such as order ID, issue description, and any supporting documents or images.

Once submitted, our team will review and respond accordingly.

Escalation to Grievance Officer
If your issue remains unresolved or you are not satisfied with the initial resolution, you may escalate it to our designated Grievance Officer as per the Information Technology Act, 2000 and applicable laws.
(Website Name) has appointed a dedicated Grievance Redressal Officer to oversee the complaint process, ensure fairness, and address escalated matters. You can reach the Grievance Officer at: (mention email).

Grievance Handling Process

• Acknowledgement: Grievances will be acknowledged within 48 hours via email
• Unique Ticket/Reference ID: A unique grievance ID will be generated to check the status.
• Resolution Timeline: Our team, along with the Grievance Officer, aims to resolve grievances within 7 working days or as required by law.
• Updates & Communication: You will receive regular updates regarding the progress of your grievance.

Closure of Grievance
Your grievance will be considered resolved and closed in the following cases:

• When a satisfactory resolution has been provided.
• When you do not respond within a reasonable period after a resolution is offered.
• When a final resolution is communicated in line with our policies and applicable law.

Contact Us
For queries or to raise a grievance, please contact us at: (mention email). Our grievance support team is always ready to assist you and ensure your concerns are handled with care.

Note
This policy may be revised periodically. For the latest version, please review our Terms of Use and Privacy Policy pages.