Grievance Redressal Policy 

At Trendiyum, we are dedicated to offering a reliable and seamless shopping experience. We emphasize fairness, transparency, and timely resolution of customer concerns. This policy ensures that grievances are addressed professionally, efficiently, and in accordance with applicable laws.

Definition of a Grievance

A grievance is any complaint, concern, or dissatisfaction related to women’s accessories purchased from our platform. Examples include:

• Receiving defective, damaged, or substandard products.
• Incorrect, delayed, or failed deliveries.
• Issues relating to payments or transactions.
• Challenges with returns, exchanges, or refunds.
• Dissatisfaction with customer support services.
• Queries or clarifications regarding our policies.

Submitting a Grievance

To lodge a grievance, follow these steps:

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

Escalation to Grievance Officer

If your issue remains unresolved or the initial response is unsatisfactory, it can be escalated:

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

Grievance Resolution Process

• Acknowledgement: You will receive a confirmation email within 48 hours of submission.
• Tracking ID: A unique reference number will be provided to monitor your grievance.
• Resolution Timeline: The support team, in coordination with the Grievance Officer, aims to resolve issues within 7 working days or as required by law.
• Regular Updates: Progress notifications will be sent to your registered contact information.

Closure of a Grievance

A grievance is considered resolved under the following circumstances:

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

Contact Information

For assistance, queries, or to file a grievance, please contact us at:  scapeshopmedia@gmail.com