GRIEVANCE REDRESSAL POLICY

At Sugarstyle, we are dedicated to offering a dependable and fair shopping experience. If any issue arises, we make it a priority to address it transparently and in line with applicable laws. Below is how you can raise a concern and what you can expect from us in return.

Definition of a Grievance

If you're unhappy with a product or service received through our platform, it qualifies as a grievance. This may include matters such as:

• Product faults or quality-related issues
• Incorrect or delayed deliveries
• Payment discrepancies or failures
• Difficulties with returns, refunds, or exchanges
• Unresponsive or unsatisfactory customer service
• Unclear or contested platform policies

How to Report a Grievance

To submit a concern, follow the steps below:

• Visit the Help Centre or Contact Us Page

You can access this section via our website or mobile application.

• Choose the Relevant Category

Select the category that best matches your issue.

• Submit Your Details

Enter your order ID, clearly describe the concern, and attach any related documents or images.

Once submitted, our support team will evaluate the issue and get back to you with an update.

Escalation Procedure

If your concern remains unresolved, you may escalate the matter to our appointed Grievance Officer, in accordance with the Information Technology Act, 2000.

To escalate, reach out to the Grievance Officer at: Commercetoolsenterprisespvtltd@gmail.com / Commercetoolsenterprisesauthor@gmail.com

Grievance Review Process
 

• Acknowledgement: We aim to acknowledge all submitted grievances via email within 48 hours.
• Reference ID: A unique identification number will be shared for any future communication.
• Resolution Timeline: Our goal is to resolve grievances within 7 working days or as mandated by law.
• Status Updates: Updates will be shared through your registered email or contact number.

When a Grievance is Considered Closed

A concern is treated as closed when the following occur:

• You agree to the resolution offered
• You do not reply within a reasonable time after the resolution has been provided
• A final decision has been communicated in line with our policies and legal responsibilities

Contact Information

For any grievance-related queries, concerns, or complaints, please feel free to contact us at: Commercetoolsenterprisespvtltd@gmail.com / Commercetoolsenterprisesauthor@gmail.com. Our dedicated support team will review your request and respond at the earliest possible time.

Policy Updates

The terms outlined here may evolve based on future requirements. Please refer to our Terms of Use and Privacy Policy for the most current version.