Grievance Redressal Policy  

At Mossypetal, we are dedicated to providing a reliable and seamless shopping experience. We prioritize fairness, transparency, and prompt resolution of customer concerns. This policy ensures grievances are handled professionally, efficiently, and in compliance with applicable laws.  

Definition of a Grievance  

A grievance refers to any complaint, concern, or dissatisfaction related to women’s accessories purchased via our platform. Common examples include:  

• Receiving defective or poor-quality products   
   
• Incorrect, delayed, or failed deliveries   
   
• Payment or transaction-related issues   
   
• Difficulties with returns, exchanges, or refunds   
   
• Concerns regarding customer support services   
   
• Queries or clarifications regarding our policies  

How to Submit a Grievance  

To lodge a grievance, please follow these steps:  

• Access Help Centre/Contact Page:    Go to the “Help Centre” or “Contact Us” section on our website or mobile app.   
   
• Select Category:    Pick the option that best represents your concern.   
   
• Provide Details:    Enter your Order ID, describe the issue clearly, and attach any supporting images or documents.   
   
• Submit:    Our support team will review your submission and respond appropriately.  

Escalation to the Grievance Officer  

If your concern remains unresolved or you are not satisfied with the initial response, it can be escalated to our Grievance Officer:  

• Escalation is handled in accordance with the Information Technology Act, 2000, and other relevant laws.   
   
• The Grievance Officer ensures fair handling of complaints and manages escalated matters.   
   
• Contact the Grievance Officer at: cloudrevellabspvtltd13@gmail.com  

Grievance Resolution Process  

• Acknowledgement: You will receive confirmation of grievance receipt via email within 48 hours.   
   
• Tracking ID:    A unique reference number will be issued to track your grievance.   
   
• Resolution Timeline:    Our team, in coordination with the Grievance Officer, strives to resolve complaints within 7 working days or as required by law.   
   
• Regular Updates:    Progress updates will be sent to your registered contact information.  

Closure of a Grievance  

A grievance is considered resolved under any of the following circumstances:  

• When a satisfactory resolution is provided by our support team or Grievance Officer.   
   
• If no response is received from you within a reasonable timeframe after a proposed resolution.   
   
• Once a final decision has been communicated in line with our policies and legal requirements.  

Contact Information  

For any assistance, queries, or to file a grievance, please reach us at: cloudrevellabspvtltd13@gmail.com