At flaireon, Operated by Shopthrive Firm, our priority is to provide a smooth, reliable, and trustworthy shopping experience for every customer. We believe in transparency, fairness, and prompt action when addressing concerns. This Grievance Redressal Policy ensures that your complaints are handled efficiently, respectfully, and in line with applicable laws.    

What is a Grievance?  

A grievance is any complaint, issue, or dissatisfaction you may experience while shopping for men’s or women’s clothing on our platform. This could include, but is not restricted to, the following situations:  

1. Issues related to product quality, size, or defects    
    
2. Delayed, incorrect, or incomplete deliveries    
    
3. Payment or transaction-related discrepancies    
    
4. Challenges faced with returns, refunds, or exchanges    
    
5. Unresolved queries or dissatisfaction with customer support    
    
6. Clarifications or disputes concerning our policies  

How to Raise a Grievance  

If you encounter any difficulty, we encourage you to contact us through our official support channels. Here’s how you can raise a grievance:  

1. Visit Our Support Section : Go to the “Help Centre” or “Contact Us” section through the website or mobile app.    
    
2. Select Your Concern : Choose the category that best matches your issue.    
    
3. Submit Details : Share your order ID, describe the concern clearly, and attach any supporting documents, photos, or videos if applicable.  

Once we receive your grievance, our team will review the matter and respond at the earliest.    

Escalation to the Grievance Officer  

In case the resolution does not meet your expectations, your grievance can be escalated to our Grievance Officer, following the Information Technology Act, 2000, and other relevant laws.  

The Grievance Officer is responsible for overseeing the resolution process, ensuring fairness, monitoring escalations, and addressing complaints that require higher-level attention.  

Grievance Handling Process  

1. Acknowledgment    
We will acknowledge your grievance by email within 48 hours of receiving it.  

2. Ticket/Reference ID    
A unique grievance ID will be generated and shared with you to help track the progress of your complaint.  

3. Resolution Timeline    
Our team, in coordination with the Grievance Officer, aims to resolve grievances promptly, typically within 7 working days or within the period specified by law.  

4. Updates & Communication    
You will receive regular updates on the status of your grievance through your registered email or preferred mode of communication.  

5. Closure of Grievance    
A grievance will be considered resolved in the following cases:  

1. When our support team or Grievance Officer successfully resolves your grievance.    
    
2. If you do not respond within a reasonable period after we share a proposed resolution.    
    
3. When a final resolution has been communicated in line with our policies and legal obligations.  

Contact Us  

For any queries, assistance, or to initiate a grievance, please reach out to us at shopthrivefirm@gmail.com.    

Note  

This policy may be updated periodically to ensure compliance with new regulations or to improve our grievance redressal process. For the most recent version, please review our Terms of Use and Privacy Policy available on our website.