At simplewearz, Xylent Global Private Limited aim to make every shopping experience smooth, enjoyable, and trustworthy. We understand that even with the best efforts, sometimes things may not go as planned. Our Grievance Redressal Policy exists to ensure that any concerns you encounter while shopping with us are addressed promptly, transparently, and fairly. We are committed to resolving issues in a manner that reflects our dedication to customer satisfaction, legal compliance, and continuous improvement of our services.

What is a Grievance?

A grievance is any dissatisfaction or concern you experience with our products or services. This can occur at any stage of your shopping journey – from browsing and ordering to delivery and after-sales support. Common examples include:

• Issues related to product quality or defects.
• Incorrect, delayed, or missing deliveries.
• Problems with payments, returns, refunds, or exchanges.
• Dissatisfaction with customer service interactions.
• Questions or concerns regarding our policies or procedures.

 

Essentially, a grievance is any situation where your shopping experience does not meet your expectations, and you seek a fair resolution.

How to Raise a Grievance

We have made it easy for you to report any concerns so that they can be resolved quickly. Following the steps below helps ensure your issue is handled efficiently:

 

Visit Our Support Page: Navigate to the "Help Centre" or "Contact Us" section on our website or mobile app. This section is designed to guide you through the grievance submission process.

 

Select Your Concern: Identify the category or topic that closely matches your issue. This helps us direct your grievance to the appropriate team.

 

Provide Detailed Information: Include your order ID, a clear description of the issue, and any supporting documents or images that help us understand your concern better.

 

Submit Your Request: Once submitted, our customer support team will review your grievance carefully and respond promptly with the next steps.

 

By following this process, you ensure that your grievance is properly logged and tracked until resolution.

Escalation to Grievance Officer

If your issue is not resolved to your satisfaction through our standard customer support process, you can escalate it to our designated Grievance Officer. This ensures accountability and compliance with the Information Technology Act, 2000, and other relevant regulations.

 

The Grievance Officer is responsible for monitoring all escalated complaints, ensuring fairness, and providing an impartial resolution. You may contact the officer directly via email at xylentglobalpvtltd@gmail.com. Escalation to the Grievance Officer helps guarantee that no concern goes unresolved and that your feedback is valued in improving our services.

Grievance Handling Process

To ensure transparency and efficiency, we follow a structured approach to handle all grievances:

 

Acknowledgement: Upon receiving your grievance, we will confirm receipt within 48 hours via email to assure you that your concern is being addressed.

 

Reference ID: A unique ticket or grievance ID will be generated so you can easily track the progress of your complaint at any time.

 

Resolution Timeline: Our customer support team, along with the Grievance Officer, will work diligently to resolve your grievance, typically within 7 working days or as per the timeline prescribed under applicable laws.

 

Communication Updates: We believe in keeping you informed throughout the process. You will receive regular updates on your grievance status through your registered communication channel until the issue is resolved.

Closure of Grievance

A grievance will be considered resolved under the following conditions:

 

• You have received a satisfactory resolution from our customer support team or Grievance Officer.
• You do not respond to our communications within a reasonable period after a resolution is proposed.
• A final resolution has been communicated to you, in line with our policies and legal requirements.

 

Closing a grievance ensures that both parties have clarity on the resolution and allows us to maintain accurate records for future reference.

Contact Us

We encourage you to reach out to us for any queries or concerns. To initiate a grievance or seek further clarification, you can contact us at xylentglobalpvtltd@gmail.com. Our team is dedicated to assisting you and ensuring a smooth shopping experience.

Important Note

This policy may be revised periodically to reflect updates in our services, legal requirements, or best practices in grievance handling. For the most current version, please refer to our Terms of Use and Privacy Policy pages.