At Gentthreadz, we are committed to providing a seamless and trustworthy shopping experience. We believe in fair treatment and transparent handling of all customer concerns. Our Grievance Redressal Policy is designed to ensure that any issues you may have are addressed quickly, professionally, and in line with applicable laws.
A grievance is any issue or dissatisfaction that arises from a product or service purchased through our platform, for which you are seeking a resolution. This may include concerns related to product quality, defective items, incorrect or delayed deliveries, payment issues, returns or refunds, customer service experiences, or questions regarding our policies.
Visit the Help Centre or Contact Us Page – Navigate to the “Help Centre” or “Contact Us” section on our website or mobile app.
Select Your Issue – Choose the category or topic that best matches your concern.
Submit Your Query – Provide all relevant details, including your order ID, issue description, and any supporting documents or images.
Once submitted, our support team will review your grievance and respond accordingly.
If your concern is not resolved or you are not satisfied with the response from our customer care team, you may escalate it to our designated Grievance Officer. This is done in accordance with the Information Technology Act, 2000, and other applicable laws.
To ensure accountability, Gentthreadz has appointed a dedicated Grievance Redressal Officer responsible for overseeing the resolution process. You can reach the Grievance Officer via email at sylvenglowsolution@gmail.com.
Acknowledgement: We will acknowledge receipt of your grievance within 48 hours via email.
Unique Ticket ID: A unique grievance ID will be generated and shared with you to track the status of your complaint.
Resolution Timeline: Our team, together with the Grievance Officer, will make all reasonable efforts to resolve your grievance promptly, usually within 7 working days or as required under applicable laws.
Updates & Communication: You will receive regular updates on the progress of your grievance via your registered communication method.
Your grievance will be considered closed under the following circumstances:
When you receive a satisfactory resolution from our support team or Grievance Officer.
If you do not respond to our communications within a reasonable time after a resolution has been offered.
When a final resolution has been communicated according to our policies and applicable law.
For any further questions or to initiate a grievance, please reach out to us at: sylvenglowsolution@gmail.com.
Note
This policy is subject to periodic revisions. For the most current version, please refer to our Terms of Use and Privacy Policy pages.