Grievance Redressal Policy
At Fineclothes, operated by Gillifornia Technologies, our focus is to ensure a dependable, transparent, and smooth shopping journey for every customer. We believe in addressing concerns fairly and upholding consumer rights at all times. This Grievance Redressal Policy has been established to guarantee that complaints are managed quickly, professionally, and in full compliance with applicable regulations.
What is a Grievance?
A grievance is defined as any complaint or dissatisfaction arising from a product or service purchased on our platform for which the customer expects a resolution. This may include, but is not limited to, issues concerning product defects or quality, delayed or wrong deliveries, transaction or payment discrepancies, complications with returns, exchanges or refunds, inadequate customer support, and queries related to any of our operational policies.
How to Raise a Grievance
If you face an issue, we encourage you to reach out to us through our customer assistance channels. The complaint-raising steps are outlined below:
Visit our Support / Contact Page
Go to the “Help Centre” or “Contact Us” page located on our website or mobile application.
Select Your Concern Area
Choose the appropriate topic or category that matches the nature of the problem.
Submit Your Complaint
Share all important information, such as order ID, a clear description of the concern, and any supporting evidence like pictures or documents.
After submission, our support representatives will evaluate the details and initiate the required action.
Escalation to Grievance Officer
If your complaint remains unresolved or you are dissatisfied with the response from our customer support team, you can escalate the matter to our assigned Grievance Officer in compliance with the Information Technology Act, 2000 and other governing laws. For enhanced transparency and accountability, Fineclothes has appointed a dedicated Grievance Redressal Officer, responsible for supervising handling procedures and resolving escalated concerns fairly. You may contact the Grievance Officer via email at gilliforniatechnologies@gmail.com / contact@fineclothes.in.
Grievance Handling Process
Acknowledgement: We will send an acknowledgement of your grievance within 48 hours through email.
Unique Ticket / Reference ID: A unique grievance reference ID will be issued and shared with you for tracking purposes.
Resolution Timeframe: Our internal team and the Grievance Officer will strive to resolve the issue at the earliest possible time, typically within 7 working days, or as mandated under law.
Communication Updates: You will receive consistent updates on the progress of your grievance through your registered communication details.
Closure of Grievance
A grievance will be marked resolved and closed under the following situations:
When you confirm satisfaction with the solution offered by customer support or the Grievance Officer.
When you do not respond or engage further within a reasonable time after a resolution has been provided.
When a final decision has been issued in line with our policies and relevant laws.
Contact Us
If you would like to raise a grievance or need clarification regarding this policy, you may contact us via email at gilliforniatechnologies@gmail.com / contact@fineclothes.in.
Note
This policy may be modified or updated from time to time. For the latest and applicable version, kindly refer to the Terms of Use and Privacy Policy available on our website.