Grievance Redressal Policy  

At Silkcoterie, our primary focus is to deliver a reliable and smooth shopping journey for every customer purchasing accessories through our platform. We value fairness, integrity, and transparency in resolving all consumer-related concerns. This Grievance Redressal Policy has been drafted to guarantee that your issues are handled promptly, efficiently, and in alignment with governing laws.    

Definition of a Grievance  

A grievance refers to any dissatisfaction, concern, or problem raised in connection with an accessory or service bought from our website, where the customer seeks a resolution. Such issues may include, but are not restricted to, defective or damaged items, delayed or incorrect deliveries, errors in payments, refund or exchange complications, customer service disputes, or clarifications regarding our operational policies.    

Process to Raise a Grievance  

If you face any difficulty, we encourage you to register it through our official support channels. The steps are as follows:  

1. Access Help or Contact Section    
Go to the “Help Centre” or “Contact Us” page available on our website or mobile application.  

2. Identify the Issue    
Select the most relevant topic or category that matches your concern.  

3. Provide Details    
Submit your query with all required details, including your order ID, complete description of the issue, and any supporting files or images.  

After submission, our dedicated support representatives will carefully review your concern and respond accordingly.    

Escalation to Grievance Officer  

In situations where your issue is not resolved satisfactorily by our customer care team, you may escalate it further to our appointed Grievance Redressal Officer, as mandated by the Information Technology Act, 2000 and other prevailing laws.    
We have designated a Grievance Officer who is accountable for overseeing the redressal mechanism, ensuring fair handling, and addressing unresolved matters. The officer can be reached through email at eleganceemporiumpvtltd@gmail.com.    

Grievance Resolution Procedure  

• Acknowledgement: A confirmation of receipt will be sent to you via email within 48 hours of submitting your grievance.    
   
• Unique Tracking ID: A distinct reference number will be generated and shared with you for monitoring the progress of your complaint.    
   
• Resolution Timeline: Our team, together with the Grievance Officer, strives to resolve the grievance within 7 working days or as legally required.    
   
• Status Updates: You will be notified at regular intervals regarding the progress through your registered contact method.  

Closure of Grievance  

Your complaint shall be marked as closed under the following circumstances:  

• A resolution has been communicated to your satisfaction by our team or the Grievance Officer.    
   
• You do not respond to our communication within a reasonable timeframe after a resolution has been proposed.    
   
• A final resolution has been delivered in compliance with our policies and the applicable legal framework.  

Contact Details  

For raising new grievances or additional queries, kindly write to us at eleganceemporiumpvtltd@gmail.com.  

Note: This policy is reviewed and updated periodically. The latest version will always be available on our Terms of Use and Privacy Policy pages.