At Stylezelite, owned and managed by (Company Name), we are committed to delivering a transparent, fair, and dependable shopping experience. This Grievance Policy explains how complaints are handled. In this document, “we,” “our,” and “us” refer to (Company Name), while “you,” “your,” and “user” refer to customers using our platform. Our goal is to address grievances efficiently, professionally, and in accordance with applicable laws. 

What Constitutes a Grievance 

A grievance is any complaint, concern, or dissatisfaction relating to products or services acquired through our platform. Examples include: 

• Defective products or quality-related issues 
   
• Incorrect, delayed, or failed deliveries 
   
• Payment failures or transaction problems 
   
• Difficulties with returns, exchanges, or refunds 
   
• Issues regarding customer support interactions 
   
• Requests for clarification on company policies 

How to Submit a Grievance 

To raise a grievance, follow these steps: 

• Access Support: Go to the “Help Centre” or “Contact Us” section on the website or app 
   
• Select Category: Choose the category that best fits your concern 
   
• Provide Details: Include your Order ID, a detailed description of the issue, and attach supporting documents or images 
   
• Submit: Our support team will review and respond to your submission 

Escalation to the Grievance Officer 

If your grievance is unresolved or you are not satisfied with the response: 

• Escalate the issue to our Grievance Officer 
   
• The escalation follows the Information Technology Act, 2000, and other relevant regulations 
   
• The Grievance Officer ensures fair and thorough handling of escalated complaints 
   
• Contact: Reach the Grievance Officer at (mention email) 

Grievance Handling Procedure 

• Acknowledgement: You will receive confirmation of your grievance within 48 hours via email 
   
• Tracking ID: A unique reference number will be provided to monitor your grievance status 
   
• Resolution Timeline: Grievances are generally resolved within 7 working days, or as mandated by law 
   
• Regular Updates: Progress will be communicated through your registered contact details 

Closure of Grievances 

A grievance is considered resolved when: 

• A satisfactory solution is provided by the support team or Grievance Officer 
   
• No response is received from you within a reasonable timeframe after the resolution is communicated 
   
• A final decision is issued in accordance with company policies and legal obligations 

Contact Information 

For queries, assistance, or to submit a grievance, contact us at: (mention email) 

We are committed to resolving your concerns promptly, fairly, and transparently.