Grievance Redressal Policy  

At Vertofex Solutions, we are dedicated to providing a reliable and hassle-free shopping experience. We prioritize fairness, transparency, and prompt resolution of customer concerns. This policy ensures that all grievances are addressed professionally, efficiently, and in compliance with applicable laws. 

Definition of a Grievance 

A grievance refers to any complaint, concern, or dissatisfaction related to men’s and women’s accessories purchased on our platform. Common examples include : 

• Defective or poor-quality products 
   
• Incorrect, delayed, or failed deliveries 
   
• Payment or transaction-related issues 
   
• Challenges with returns, exchanges, or refunds 
   
• Concerns regarding customer support services 
   
• Requests for clarification on platform policies 

Submitting a Grievance 

To raise a grievance, please follow these steps: 

• Access Help Centre / Contact Page:   Go to the “Help Centre” or “Contact Us” section on our website or mobile app. 
   
• Select Category :   Choose the option that best represents your concern. 
   
• Provide Details:   Enter your Order ID, clearly describe the issue, and attach supporting photos or documents if necessary. 
   
• Submit:   Our support team will review your submission and respond accordingly. 

Escalation to the Grievance Officer 

If your concern remains unresolved or you are unsatisfied with the initial response, you may escalate it to our Grievance Officer: 

• Escalation is handled in accordance with the Information Technology Act, 2000, and other relevant laws . 
   
• The Grievance Officer ensures fair handling of complaints and oversees escalated cases. 
   
• Contact the Grievance Officer at: vertofexsolutions@gmail.com. 

Grievance Resolution Process 

• Acknowledgement:   You will receive a confirmation of grievance receipt via email within 48 hours. 
   
• Tracking ID:   A unique reference number will be issued to track your grievance. 
   
• Resolution Timeline:   Our team, along with the Grievance Officer, aims to resolve complaints within 7 working days or as required by law. 
   
• Regular Updates:   You will be kept informed of your grievance progress through your registered contact information. 

Closure of a Grievance 

A grievance will be considered resolved under any of the following conditions: 

• A satisfactory resolution has been provided by the support team or Grievance Officer. 
   
• No response is received from you within a reasonable timeframe after a proposed resolution. 
   
• A final decision has been communicated in accordance with our policies and legal requirements. 

Contact Information 

For any assistance, queries, or to file a grievance, please reach out to: vertofexsolutions@gmail.com. 

This policy ensures that your concerns regarding Men’s and Women’s Accessories are addressed fairly, efficiently, and transparently.