GRIEVANCE REDRESSAL POLICY
 

At Truestylz operated by Clevano Solutions Private Limited, we are committed to delivering a reliable and transparent shopping experience. We ensure fair treatment and clear handling of all customer concerns. This Grievance Redressal Policy is established to address your issues promptly, professionally, and in compliance with applicable laws.

What is a Grievance?

A grievance refers to any concern or dissatisfaction arising from a product or service purchased through our platform, where a resolution is sought. This may include, but is not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment concerns, return or refund-related matters, service dissatisfaction, and queries regarding our policies.
 

How to Raise a Grievance

If you have any concern, you may contact us through our support channels by following these steps:

Visit Help Centre or Contact Us Page

Go to the “Help Centre” or “Contact Us” section on our website or mobile platform.

Select the Relevant Issue

Choose the category that best matches your concern.

Submit Your Request

Provide complete details, including your Order ID, a clear description of the issue, and any supporting documents or images.

Once submitted, our support team will review your request and respond accordingly.

Escalation to Grievance Officer

If your concern is not resolved or you are not satisfied with the response provided, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable laws.

Truestylz has appointed a dedicated Grievance Redressal Officer to oversee complaint handling, ensure fair resolution, and address escalated concerns. You may contact the Grievance Officer via email at clevanosolutionsprivatelimited@gmail.com.

Grievance Handling Process

Acknowledgement: We will confirm receipt of your grievance within 48 hours via email.

Reference ID: A unique grievance or ticket ID will be generated and shared with you to track the status of your complaint.

Resolution Timeline: Our team, along with the Grievance Officer, will aim to resolve your concern as quickly as possible, typically within 7 working days or as required by applicable laws.

Updates & Communication: You will receive timely updates regarding the progress of your grievance through your registered communication channel.

Closure of Grievance

Your grievance will be considered resolved under the following circumstances:

When a satisfactory resolution has been provided by our support team or Grievance Officer.
When there is no response from your side within a reasonable time after a resolution has been offered.
When a final decision has been communicated in line with our policies and applicable laws.

Contact Us

For any further queries or to raise a grievance, please contact us at: clevanosolutionsprivatelimited@gmail.com.