At (Website Name), we are dedicated to offering a seamless and reliable shopping experience for all our customers. We believe in fair practices and transparent handling of customer concerns. This Grievance Redressal Policy ensures that your issues are managed promptly, 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 on our platform, for which the customer seeks resolution. This may include, but is not limited to: 

• Issues with product quality or defects 
   
• Delayed or incorrect deliveries 
   
• Payment-related concerns 
   
• Problems with returns, refunds, or exchanges 
   
• Dissatisfaction with customer service 
   
• Queries relating to our policies 

How to Raise a Grievance 

If you have a concern, you can reach us through our support channels. The process is as follows: 

1. Visit Our Help Centre or Contact Us Page – Navigate to the "Help Centre" or "Contact Us" section on our website or mobile app. 
    
2. Select Your Issue – Choose the appropriate category or topic for your concern. 
    
3. Submit Your Query – Provide details including order ID, issue description, and any supporting documents or images. 

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

Escalation to Grievance Officer 

If your concern is not resolved or if you are dissatisfied with the resolution, you may escalate the matter to our designated Grievance Officer, as per the Information Technology Act, 2000, and other applicable laws. 

To ensure compliance and accountability, (Website Name) has appointed a Grievance Redressal Officer responsible for overseeing the resolution process, ensuring fairness, and handling escalated matters. You can reach the Grievance Officer at: (mention email). 

Grievance Handling Process 

• Acknowledgement: We will confirm receipt of your grievance within 48 hours via email. 
   
• Unique Ticket/Reference ID: A grievance ID will be generated and shared with you to check the status. 
   
• Resolution Timeline: Our team, along with the Grievance Officer, will aim to resolve your concern as quickly as possible, generally within 7 working days, or as required under applicable laws. 
   
• Updates & Communication: You will receive regular updates on the status of your grievance through your registered contact method. 

Closure of Grievance 

A grievance will be considered closed in the following cases: 

• When a satisfactory resolution is provided by our support team or the Grievance Officer. 
   
• When you fail to respond to our communication within a reasonable time after a resolution has been offered. 
   
• When a final resolution is shared in line with our policies and applicable law. 

Contact Us 

For further queries or to raise a grievance, you may contact us at: (mention email). 
Our dedicated grievance team will be glad to assist you and ensure your concerns are resolved promptly. 

Note 

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