Grievance Redressal Policy
At Fashionzsdivas, operated by Fantmart Enterprises, we are committed to delivering a seamless, reliable, and transparent shopping experience. We value your trust, and our Grievance Redressal Policy is designed to ensure that any concerns or complaints you may have regarding services, products, or transactions on Fashionzsdivas are addressed promptly, fairly, and in accordance with applicable laws and ethical business practices. Our goal at Fantmart Enterprises is to maintain clear communication, provide timely resolutions, and uphold the highest standards of customer satisfaction and accountability.
What Is a Grievance?
A grievance is any concern or dissatisfaction related to a product or service purchased through our platform, for which a customer seeks a resolution. This can include, but is not limited to:
- Product quality or defects
- Incorrect, missing, or delayed deliveries
- Payment- or transaction-related issues
- Problems with returns, refunds, or exchanges
- Dissatisfaction with customer support
- Queries related to our policies or processes
How to Raise a Grievance
If you have a concern, we encourage you to contact us through our support channels. Here's how to proceed:
1. Visit the Help Centre or Contact Us Page
Go to the “Help Centre” or “Contact Us” section on our website or mobile application.
2. Select Your Issue
Choose the relevant category that best describes your concern.
3. Submit Your Query
Provide complete details, including your Order ID, a description of the issue, and any supporting documents or images.
Once your query is submitted, our support team will review it and respond accordingly.
Escalation to the Grievance Officer
If your concern remains unresolved or you are dissatisfied with the response provided by our customer support team, you may escalate the matter to our designated Grievance Redressal Officer, in line with the Information Technology Act, 2000 and other applicable laws.
Fashionzsdivas has appointed a dedicated Grievance Officer to ensure accountability, transparency, and fair resolution of escalated matters.
Grievance Handling Process
- Acknowledgement: We will acknowledge your grievance within 48 hours via email.
- Ticket/Reference ID: A unique grievance ID will be generated and shared to help you track your complaint.
- Resolution Timeline: Our team, along with the Grievance Officer, will strive to resolve your grievance at the earliest, usually within 7 working days or as required by applicable laws.
- Regular Updates: You will be informed of the progress and status of your grievance through your registered communication method.
Closure of Grievance
A grievance will be considered closed in the following situations:
- When a satisfactory resolution has been provided and acknowledged by you
- When you fail to respond within a reasonable time after a resolution has been offered
- When a final communication has been issued in line with our policies and legal obligations
Contact Us
For any queries or to raise a grievance, please reach out to us at: fantmartenterprises@gmail.com. Your satisfaction is important to us, and we are committed to ensuring your concerns are handled with care and integrity.