At Perfectclothz, operated by (Company Name), we are dedicated to creating a fair, transparent, and dependable shopping experience for our customers. We believe every concern should be handled responsibly 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 the customer seeks a resolution. This may include, but is not limited to, issues involving product quality or defects, incorrect or delayed deliveries, payment concerns, difficulties with returns, refunds, or exchanges, dissatisfaction with customer support, and questions regarding our policies. 

How to Raise a Grievance 

If you have a concern, we encourage you to contact us through our available support channels. The 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 app. 
2. Select Your Issue 
   • Choose the appropriate category or topic that best relates to your concern. 
3. Submit Your Query 
   • Provide all required information, including your order ID, a clear description of the issue, and any relevant supporting documents or images. 

Once your grievance has been submitted, our support team will review the matter and provide an appropriate response. 

Escalation to Grievance Officer 

If your concern is not resolved or you are dissatisfied with the resolution provided by our customer care 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 ensure compliance with legal requirements, Perfectclothz has appointed a dedicated Grievance Redressal Officer. The officer is responsible for supervising the complaint resolution process, maintaining fairness, and handling unresolved or escalated concerns. You may contact the Grievance Officer by email at (mention email). 

Grievance Handling Process 
 

• Acknowledgement : We will confirm receipt of your grievance within 48 hours through email. 
• Unique Ticket/Reference ID : A unique grievance ID will be created and shared with you to help track the status of your complaint. 
• Resolution Timeline : Our team, together with the Grievance Officer, will make every reasonable effort 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 regular updates regarding the progress of your grievance through your registered communication method. 

Closure of Grievance 

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

• When a satisfactory resolution has been provided by 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 policies and applicable law. 

Contact Us 

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

Note 

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