At Vormetis Dynamics Private Limited, operating through Giftandglows, we are dedicated to delivering a reliable, transparent, and customer-friendly shopping experience. We strongly believe in fair practices, responsible service, and prompt resolution of customer concerns. Our Grievance Redressal Policy has been established to ensure that all complaints, disputes, and customer issues are addressed efficiently, professionally, and in compliance with applicable legal and regulatory requirements.
What is a Grievance?
A grievance refers to any complaint, concern, dispute, or dissatisfaction raised by a customer regarding a product, service, transaction, or experience associated with our platform for which the customer expects clarification or resolution. This may include, but is not limited to, matters relating to damaged or defective gifts, incorrect deliveries, delayed shipments, payment disputes, return or refund issues, exchange-related concerns, dissatisfaction with customer service interactions, or questions regarding our policies and procedures.
How to Raise a Grievance
If you experience any issue or concern while using our platform, we encourage you to contact us through our official support channels. The grievance submission process is outlined below:
Visit our Help Centre or Contact Us Page
Please navigate to the “Help Centre” or “Contact Us” section available on our website or mobile application to access customer support assistance.
Select Your Issue
Choose the category, topic, or issue type that best matches the concern or problem you are facing regarding your order, payment, delivery, or service experience.
Submit Your Query
Provide all necessary information related to your concern, including your order ID, a detailed explanation of the issue, and any supporting documents, screenshots, photographs, or other relevant evidence that may help us investigate the matter efficiently.
Once your grievance request is submitted, our customer support team will review the details carefully and respond with the appropriate assistance or resolution.
Escalation to Grievance Officer
If your concern remains unresolved or if you are dissatisfied with the response or resolution provided by our customer support team, you may escalate the matter to our appointed Grievance Officer in accordance with the provisions of the Information Technology Act, 2000, and other applicable laws and regulations.
To maintain transparency, accountability, and legal compliance, Giftandglows has designated a dedicated Grievance Redressal Officer responsible for supervising the complaint handling process, monitoring unresolved cases, and ensuring fair resolution practices. You may contact the Grievance Officer directly through email at vormetisdynamicspvtltd5@gmail.com.
Grievance Handling Process
Acknowledgement:
We will acknowledge receipt of your grievance or complaint within 48 hours through your registered email address or preferred communication method.
Unique Ticket/Reference ID:
A unique complaint, ticket, or grievance reference number will be generated and shared with you for tracking the status and progress of your grievance.
Resolution Timeline:
Our support team, together with the Grievance Officer where required, will make reasonable efforts to resolve your complaint as quickly as possible, generally within 7 working days or within the timeframe prescribed under applicable laws and regulations.
Updates & Communication:
You may receive regular updates regarding the progress, investigation, and final outcome of your grievance through your registered email address or other communication channels provided by you.
Closure of Grievance
Your grievance will be considered resolved and officially closed under the following circumstances:
- When you confirm that the resolution provided by our support team or Grievance Officer is satisfactory
- When no response is received from you within a reasonable timeframe after a proposed resolution has been communicated
- When a final decision or resolution has been shared in accordance with our internal policies and applicable legal requirements
Contact Us
For any additional questions, support requests, or to raise a grievance, please contact us at: vormetisdynamicspvtltd5@gmail.com.
Note
This Grievance Redressal Policy may be updated, modified, or revised periodically to reflect operational, technical, or legal changes. For the latest and most accurate version of this policy, please refer to our Terms of Use and Privacy Policy pages available on our platform.