At (Website Name), we are dedicated to offering a reliable and seamless shopping experience. We are committed to fair practices and transparent handling of customer concerns. This Grievance Redressal Policy has been established to ensure that all issues are addressed efficiently, professionally, and in compliance with applicable laws. 

What is a Grievance? 

A grievance refers to any 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, concerns related to product quality or defects, incorrect or delayed deliveries, payment-related issues, difficulties with returns, refunds, or exchanges, dissatisfaction with customer support, or queries regarding our policies. 

How to Raise a Grievance 

If you have any concerns, we encourage you to contact us through our available support channels. The grievance process is as follows: 

Visit the Help Centre or Contact Us Page 

Access the “Help Centre” or “Contact Us” section on our website or mobile application. 

Select Your Issue 

Choose the category or topic that best matches your concern. 

Submit Your Query 

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

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

Escalation to Grievance Officer 

If your concern is not resolved to your satisfaction or remains pending after interaction with our customer support team, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws. 

To ensure accountability and regulatory compliance, (Website Name) has appointed a Grievance Redressal Officer who oversees the complaint resolution process, ensures fair handling, and addresses escalated matters. The Grievance Officer can be contacted via email at (mention email). 

Grievance Handling Process 

Acknowledgement: Receipt of your grievance will be acknowledged within 48 hours via email. 

Unique Ticket / Reference ID: A unique grievance reference number will be generated and shared with you for tracking purposes. 

Resolution Timeline: Our team, along with the Grievance Officer where applicable, will endeavor to resolve the grievance at the earliest, generally within 7 working days, or as required under applicable laws. 

Updates & Communication: You will receive regular updates regarding the status of your grievance through your registered communication channel. 

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 there is no response from the customer within a reasonable period after a resolution has been offered. 

When a final decision has been communicated in line with our policies and applicable legal requirements. 

Contact Us 

For additional queries or to raise a grievance, please contact us at: (mention email).