Grievance Redressal Policy  

At Fashionglow, owned and operated by Zestify Enterprises, our objective is to provide every user with a shopping experience built on transparency, reliability, and fair practices.

For the purposes of this Grievance Policy, the terms “we,” “us,” and “our” represent Zestify Enterprises, while “you,” “your,” and “user” refer to customers who visit or interact with our platform. We are committed to handling complaints in a timely, responsible, and professional manner while fulfilling all relevant legal and regulatory requirements.

Meaning And Scope Of A Grievance

A grievance refers to any complaint, reported issue, or expression of dissatisfaction concerning products or services purchased through our platform. Such concerns may relate to the following areas:

• Product-Related Issues: Complaints regarding product standards, quality, or defective items.
• Shipping And Delivery Issues: Concerns involving shipment delays, delivery of incorrect products, or unsuccessful delivery attempts.
• Payment-Related Issues: Failed payment transactions or other difficulties encountered during payment processing.
• Returns And Refund Matters: Questions or complaints relating to product returns, exchanges, and refund applications.
• Customer Service Complaints: Dissatisfaction with the support, assistance, or services provided by our customer support representatives.
• Policy-Related Questions: Requests seeking further details, explanations, or clarification concerning company policies.

Steps For Submitting A Grievance

If you wish to report a concern, please follow the procedure outlined below:

• Navigate to the “Help Centre” or “Contact Us” section available on our website or application.
• Select the complaint category that most closely matches the nature of your concern.
• Provide your Order ID, explain the issue in sufficient detail, and attach any supporting photographs or documents relevant to your complaint.
• Forward the completed grievance submission to our customer support team for review.

Once your complaint has been received, our team will examine the matter and respond with an appropriate resolution.

Escalation Procedure To The Grievance Officer

If your concern remains unresolved or you are dissatisfied with the response received, you may proceed with the following escalation process:

• Submit the matter to the designated Grievance Officer for additional review and consideration.
• Complaints referred for escalation will be handled in compliance with the Information Technology Act, 2000, and other relevant regulatory requirements.
• The Grievance Officer will examine each complaint objectively and impartially, ensuring that the review is conducted fairly.
• The Grievance Officer can be contacted through zestifyenterprises@gmail.com.

Grievance Handling And Resolution Procedure

We follow the stages below when receiving, examining, and resolving customer grievances:

• Acknowledgement Of Complaint: Within 48 hours of receiving your submission, we will send an email confirming that your grievance has been received.
• Grievance Tracking Reference: A distinct reference ID will be assigned to your complaint, enabling you to follow its progress.
• Timeframe For Resolution: Complaints will generally be resolved within 7 working days or within the timeframe prescribed under applicable law.
• Communication Of Updates: Information regarding the progress and current status of your grievance will be communicated through your registered contact details.

Circumstances For Grievance Closure

A submitted grievance may be treated as resolved and subsequently closed under any of the following circumstances:

• Our customer support team or the Grievance Officer has reviewed the matter and provided a satisfactory outcome.
• The user does not respond within a reasonable timeframe after being informed of the proposed resolution.
• A final decision has been reached in accordance with the company's established policies and applicable legal provisions.

Contact Details

For any questions, guidance, or assistance concerning the submission of a grievance, you may contact us through:

zestifyenterprises@gmail.com

We remain committed to addressing customer complaints responsibly and maintaining fairness, transparency, and professional conduct throughout every stage of the grievance resolution process.