At Petalspop, we are dedicated to delivering a smooth and trustworthy shopping experience. We focus on fair treatment and transparent resolution of all customer concerns. This Grievance Redressal Policy ensures complaints are addressed efficiently, professionally, and in compliance with applicable laws.
Definition of a Grievance
A grievance refers to any complaint or dissatisfaction related to products or services purchased through our platform, where you seek resolution. Examples include:
- Product defects or quality issues
- Incorrect, delayed, or failed deliveries
- Payment or transaction-related problems
- Difficulties with returns, refunds, or exchanges
- Concerns regarding customer service
- Queries or clarifications about our policies
How to Lodge a Grievance
To raise a concern, follow these steps through our support channels:
- Visit Help Centre or Contact Page: Navigate to the "Help Centre" or "Contact Us" section on our website or app.
- Select Issue Category: Choose the relevant topic that best describes your grievance.
- Submit Details: Provide your order ID, a detailed description of the issue, and any supporting documents or images.
Once submitted, our support team will review and respond appropriately.
Escalation to Grievance Officer
- If your grievance is unresolved or you are dissatisfied with the customer service response, it can be escalated to our designated Grievance Officer.
- This process is in accordance with the Information Technology Act, 2000, and other applicable laws.
- The Grievance Officer oversees complaint handling, ensures fairness, and manages escalated issues.
- Contact the Grievance Officer at ecomewiseinnovationspvtltd001@gmail.com, ecomewiseinnovationsauthorized@gmail.com.
Grievance Resolution Process
- Acknowledgement: You will receive confirmation of grievance receipt via email within 48 hours.
- Reference ID: A unique ticket number will be generated.
- Resolution Timeline: Our team, together with the Grievance Officer, aims to resolve complaints promptly, usually within 7 working days or as required by law.
- Updates: Regular updates on your grievance will be communicated via your registered contact method.
Closure of Grievance
A grievance will be considered resolved under the following circumstances:
- When a satisfactory resolution is provided by our support team or Grievance Officer.
- If there is no response from you within a reasonable time after a resolution is proposed.
- Once a final decision has been communicated in accordance with our policies and legal obligations.
Contact Information
For any queries or to submit a grievance, please reach out at:ecomewiseinnovationspvtltd001@gmail.com, ecomewiseinnovationsauthorized@gmail.com.
