At (Website Name), we are committed to maintaining a fair, transparent, and dependable shopping experience for our customers. We believe that every concern should be handled responsibly, promptly, and with appropriate attention. This Grievance Redressal Policy explains how customer complaints and concerns are received, reviewed, escalated, and resolved in accordance with applicable laws. 

What is 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 is seeking resolution. This may include, but is not limited to, concerns regarding product quality or defects, incorrect or delayed deliveries, payment-related matters, issues involving returns, refunds, or exchanges, dissatisfaction with customer support, and questions regarding our policies or services. 

How to Raise a Grievance 

If you have a concern, you may contact us through our available support channels. The grievance process is as follows: 

1. Visit Our Help Centre or Contact Us Page 
   Go to the “Help Centre” or “Contact Us” section available on our website or mobile application. 
2. Select the Relevant Issue 
   Choose the category or topic that best relates to your concern. 
3. Submit Your Query 
   Provide all relevant information, including your Order ID, a clear description of the issue, and any supporting documents, photographs, or other necessary details. 

Once your grievance has been submitted, our support team will review the matter and respond accordingly. 

Escalation to Grievance Officer 

If your grievance remains unresolved or you are dissatisfied with the resolution provided by 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 maintain accountability and comply with applicable legal requirements, (Website Name) has appointed a dedicated Grievance Redressal Officer. The officer is responsible for overseeing the grievance resolution process, ensuring fair handling of complaints, and reviewing unresolved or escalated concerns. 

You may contact the Grievance Officer by email at (mention email). 

Grievance Handling Process 

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours through email. 
• Unique Ticket/Reference ID: A unique grievance ID will be generated and shared with you to help track the progress of your complaint. 
• Resolution Timeline: Our support team, together with the Grievance Officer where required, will make reasonable efforts to resolve your grievance as soon as possible, generally within 7 working days, or within the period prescribed under applicable laws. 
• Updates & Communication: You will receive appropriate updates regarding the progress of your grievance through your registered communication method. 

Closure of Grievance 

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

• When you have received a satisfactory resolution from our support team or Grievance Officer. 
• When you do not respond to our communications within a reasonable period after a resolution has been offered. 
• When a final resolution has been communicated in accordance with our applicable policies and legal requirements. 

Contact Us 

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

Note 

This Grievance Redressal Policy may be reviewed and updated periodically. For the latest information, please refer to our Terms of Use and Privacy Policy pages.