Grievance Redressal Policy

At Classycouture, Tintvision Solutions Private Limited we are dedicated to delivering a reliable and seamless shopping experience. We value fairness and transparency in addressing customer concerns. This Grievance Redressal Policy has been established to ensure that all complaints are handled promptly, professionally, and in compliance with applicable legal provisions.

What is a Grievance?
A grievance is any complaint or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks resolution. This may include, but is not limited to, issues related to product defects or quality concerns, incorrect or delayed deliveries, payment-related matters, return, refund, or exchange concerns, dissatisfaction with customer service, or questions regarding our policies.

How to Raise a Grievance
If you experience any concern, we encourage you to contact us through our available support channels. The process is as follows:

• Visit our Help Centre or Contact Us Page
  Access the “Help Centre” or “Contact Us” section on our website or mobile application.
• Select Your Issue
  Choose the appropriate category or subject that best describes your concern.
• Submit Your Query
  Provide complete details, including your order ID, a description of the issue, and any relevant supporting documents or images.

Once your request is submitted, our support team will review the matter and respond accordingly.

Escalation to Grievance Officer
If your issue remains unresolved or you are dissatisfied with the response provided by our customer support 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 compliance and accountability, Classycouture has appointed a dedicated Grievance Redressal Officer responsible for supervising complaint resolution, ensuring fairness, and handling escalated matters. 

Grievance Handling Process

• Acknowledgement: We will confirm receipt of your grievance within 48 hours through email.
• Unique Ticket/Reference ID: A unique grievance reference number will be generated and shared with you for tracking purposes.
• Resolution Timeline: Our team, in coordination with the Grievance Officer, will endeavor to resolve the matter as promptly as possible, typically within 7 working days or within the timeframe prescribed by applicable laws.
• Updates & Communication: You will receive periodic updates regarding the status of your grievance through your registered mode of communication.

Closure of Grievance
Your grievance will be deemed resolved under the following circumstances:

• When you receive a satisfactory resolution from our support team or Grievance Officer.
• When you do not respond to our communications within a reasonable timeframe after a resolution has been offered.
• When a final decision has been communicated in accordance with our policies and applicable legal requirements.

Contact Us
For additional inquiries or to raise a grievance, please contact us at tintvisionsolutions@gmail.com.

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