Grievance Redressal Policy

At Gentscloset, we are committed to providing a seamless, reliable, and transparent shopping experience. We value your trust and are dedicated to addressing all customer concerns fairly and efficiently. This Grievance Redressal Policy ensures that your issues are handled promptly, professionally, and in compliance with applicable laws.

What Is a Grievance?

A grievance refers to any concern, complaint, or dissatisfaction related to a product or service purchased through our platform. Examples include, but are not limited to:

• Product defects or quality issues
• Incorrect, missing, or delayed deliveries
• Payment-related concerns
• Issues with returns, refunds, or exchanges
• Dissatisfaction with customer service
• Policy-related queries

How to Raise a Grievance

If you have a concern, you can raise it through our support channels by following these steps:

Step 1: Visit the Help Centre or Contact Us Page

Navigate to the “Help Centre” or “Contact Us” section on our website or app.

Step 2: Select Your Issue

Choose the category or topic that best describes your concern.

Step 3: Submit Your Query

Provide relevant details, including your Order ID, issue description, and any supporting images or documents.

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

Escalation to Grievance Officer

If you are not satisfied with the resolution provided by our customer care team, you may escalate the matter to our designated Grievance Redressal Officer, in accordance with the Information Technology Act, 2000 and other applicable laws.

The Grievance Officer ensures accountability, oversees unresolved complaints, and facilitates a fair resolution process. You may contact the Grievance Officer at: Techwaveecartsolutionspvtltd@gmail.com, Techwaveecartsolutionsauthoriz@gmail.com.

Grievance Handling Process

• Acknowledgement: We will acknowledge your grievance within 48 hours via email.
• Unique Reference ID: A unique ticket or grievance ID will be assigned for tracking your complaint.
• Resolution Timeline: Our team, along with the Grievance Officer, aims to resolve grievances promptly, typically within 7 working days, or as mandated by law.
• Updates & Communication: You will receive regular updates on the status and progress of your grievance through your registered communication channel.

Closure of Grievance

A grievance will be considered closed under the following conditions:

• You receive a satisfactory resolution from our support team or Grievance Officer.
• No response is received from you within a reasonable timeframe after a resolution is provided.
• A final resolution has been communicated in accordance with our policies and applicable laws.

Contact Us

For further assistance or to raise a grievance, please reach out to us at: Techwaveecartsolutionspvtltd@gmail.com, Techwaveecartsolutionsauthoriz@gmail.com.

Note

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