GRIEVANCE REDRESSAL POLICY
At thefashioncarts, Metrilogic Enterprises Private Limited your satisfaction is our top priority. We recognize that sometimes experiences may not go exactly as expected, and when that happens, you deserve a system that listens carefully, acts responsibly, and provides resolution promptly.
This Grievance Redressal Policy outlines how we handle concerns, ensuring fairness, transparency, and a professional approach at every step. Whenever you see “we,” “our,” or “us,” it refers to thefashioncarts, and “you,” “your,” or “customer” refers to you, the valued member of our community. Our goal is to resolve any issues thoughtfully while keeping your trust and convenience at the forefront.
A grievance arises when something in your shopping experience does not meet your expectations. This can include receiving the wrong product, damaged goods, delayed deliveries, payment issues, or challenges with returns, refunds, or exchanges. It also covers situations where support or guidance fell short of your expectations.
If anything feels unsatisfactory or unclear, your feedback counts as a grievance. Our team encourages you to share these concerns so we can act quickly and fairly.
Addressing concerns should be easy and stress-free. We’ve designed a simple process to ensure your issues are heard and resolved efficiently.
Start by visiting our “Help Centre” or “Contact Us” page on our website or mobile app. Choose the category that best describes your concern to help us route it correctly. Provide detailed information, including your order ID, a clear description of the issue, and any photos or documents that illustrate the problem.
After submission, our support team reviews your grievance carefully and responds with a suitable solution. We strive to ensure that reaching out is a seamless part of your experience.
If your concern is not fully resolved by our support team, you can escalate it further. We respect your right to a fair review and provide a dedicated Grievance Redressal Officer for this purpose.
The Grievance Officer is responsible for examining escalated complaints, ensuring impartial handling, and maintaining compliance with applicable laws, including the Information Technology Act, 2000. You can contact the officer directly via email at metrilogicenterprises@gmail.com to ensure your concern receives focused attention. Your voice is important, and we are committed to addressing it until fully resolved.
Every grievance is managed with care and transparency. Once you submit your concern, we follow a structured process designed for timely resolution.
You will receive acknowledgment of your grievance within 48 hours via your registered email, confirming that it has been logged. A unique reference or ticket ID is generated for tracking, allowing you to monitor progress and communicate easily with our team. We aim to resolve most grievances within 7 working days unless longer timelines are required by law, keeping you informed at every stage.
Our priority is to provide a clear, accountable, and efficient resolution process that gives you confidence and reassurance.
A grievance is considered resolved when it meets specific criteria that ensure the matter has been addressed completely.
Closure occurs when a satisfactory solution has been provided and accepted, no further response is received from you within a reasonable timeframe, or a final decision has been communicated in line with our internal guidelines and legal requirements. Once these conditions are met, the grievance is formally concluded, although our support remains available if further questions arise.
Your feedback and concerns are always welcome. If you have questions, need clarification, or wish to raise a grievance, you can contact us directly at metrilogicenterprises@gmail.com. Our team is committed to providing clear guidance and timely assistance whenever needed.
This policy may be updated periodically to reflect changes in regulations or improvements in how we address concerns. For the most current information, please refer to our Terms of Use and Privacy Policy. We value your input, and every grievance helps us enhance the way we serve you.
Hot Promotions
Women's
Bottom Wear
Western Wear
Lingeries & Sleepwear
Maternity Wear
Men's
Men Top Wear
Men Bottom Wear
Men Inners
English