Grievance Redressal Policy

At  Vibelooms, we are dedicated to delivering a reliable and transparent shopping experience. We value fair practices and prompt resolution of customer concerns. This Grievance Redressal Policy has been established to ensure that all complaints are handled efficiently, professionally, and in compliance with applicable laws.

What Constitutes a Grievance?

A grievance refers to any concern or dissatisfaction arising from products or services purchased through our platform for which a customer seeks resolution. This may include issues related to product quality or defects, incorrect or delayed deliveries, payment concerns, return or refund matters, customer service dissatisfaction, or questions regarding our policies.

How to Raise a Grievance

If you have a concern, we encourage you to contact us through our official support channels. The process is as follows:

Access Support

Visit the Help Centre or Contact Us section available on our website or mobile application.

Select the Relevant Issue

Choose the appropriate category or topic that best describes your concern.

Submit Details

Provide complete information, including your order ID, a clear description of the issue, and any supporting documents or images, if applicable.

Once submitted, our support team will review your grievance and respond accordingly.

Escalation to the Grievance Officer

If your concern is not resolved to your satisfaction or remains pending after initial support, you may escalate the issue to our designated Grievance Officer, in accordance with the Information Technology Act, 2000 and other applicable regulations.

To ensure compliance and accountability,  Vibelooms has appointed a Grievance Redressal Officer responsible for overseeing the resolution process and addressing escalated matters. You may contact the Grievance Officer via email at Shupezzwebsolutionspvtltd@gmail.com.

Grievance Handling Process

• Acknowledgement: Receipt of your grievance will be acknowledged within 48 hours via email.
• Reference ID: A unique grievance or ticket ID will be issued to help track the status of your complaint.
• Resolution Timeline: We will make every effort to resolve grievances at the earliest, typically within 7 working days, or as required under applicable laws.
• Updates: Regular updates regarding the progress of your grievance will be shared through your registered communication channel.

Closure of Grievance

A grievance will be considered resolved and closed under the following circumstances:

• When a satisfactory resolution has been provided by our support team or Grievance Officer.
• When there is no response from the customer within a reasonable time after a resolution is offered.
• When a final decision has been communicated in line with our policies and legal obligations.

Contact Information

For further assistance or to raise a grievance, please contact us at: Shupezzwebsolutionspvtltd@gmail.com

Note

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