GRIEVANCE REDRESSAL POLICY

At (Website Name), managed by (Company Name), we are committed to delivering a reliable, transparent, and customer-centric shopping experience. We believe in fair practices and prompt resolution of consumer concerns. This Grievance Redressal Policy has been established to ensure that all complaints are handled efficiently, professionally, and in accordance with applicable laws and regulations.

What Constitutes a Grievance?

A grievance refers to any concern, complaint, or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks resolution. This may include, but is not limited to:

• Product quality issues or defects
   
• Incorrect, delayed, or incomplete deliveries
   
• Payment or transaction-related concerns
   
• Issues related to returns, refunds, or exchanges
   
• Dissatisfaction with customer service
   
• Queries regarding our policies or procedures
   

How to Raise a Grievance

If you have any concerns, we encourage you to contact us through our official support channels using the following process:

Step 1: Access Support

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

Step 2: Select the Relevant Issue

Choose the category or topic that best describes your concern.

Step 3: Submit Your Complaint

Provide complete details, including your order ID, a clear description of the issue, and any supporting documents, images, or evidence.

Once submitted, our customer support team will review your grievance and respond accordingly.

Escalation to the Grievance Officer

If your concern remains unresolved or you are dissatisfied with the response from our customer support team, you may escalate the matter to our designated Grievance Redressal Officer, in accordance with the Information Technology Act, 2000, and other applicable laws.

To ensure accountability and regulatory compliance, (Website Name) has appointed a dedicated Grievance Officer responsible for overseeing escalated complaints and ensuring fair resolution.

You may contact the Grievance Officer via email at: (mention email)

Grievance Handling Process

• Acknowledgement: Receipt of your grievance will be acknowledged within 48 hours via email.
   
• Reference ID: A unique ticket or reference number will be generated and shared to help you track your complaint.
   
• Resolution Timeline: We aim to resolve grievances at the earliest, typically within 7 working days, or as prescribed under applicable laws.
   
• Communication & Updates: Regular updates regarding the status of your grievance will be shared through your registered contact details.

Closure of Grievance

A grievance will be considered resolved and closed under the following circumstances:

• When a satisfactory resolution has been provided by our support team or Grievance Officer
   
• When no response is received from the customer within a reasonable timeframe after a resolution is offered
   
• When a final decision has been communicated in accordance with our policies and applicable legal requirements

Contact Information

To raise a grievance or for any related inquiries, please contact us at: (mention email)