What is a Grievance?  

A grievance is any concern or dissatisfaction stemming from a product or service purchased through our platform for which the customer seeks resolution. This includes, but is not limited to, issues with product quality or defects, incorrect or delayed deliveries, payment problems, challenges with returns, refunds, or exchanges, dissatisfaction with customer service, and questions related to our policies.  

How to Raise a Grievance  

If you have a concern, we encourage you to contact us through our support channels. The process is as follows:  

• Visit Our Help Center or Contact Page  

Navigate to the "Help Center" or "Contact Us" section on our website or mobile app.  

• Select Your Issue  

Choose the category or topic that best relates to your concern.  

• Submit Your Query  

Provide all relevant details, including your order ID, a description of the issue, and any supporting documents or images.   

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

Escalation to Grievance Officer  

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer care team, you may escalate the issue to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws.  

To maintain accountability and ensure compliance, Threadsandcharm has appointed a dedicated Grievance Redressal Officer responsible for overseeing the complaint resolution process, ensuring fairness, and addressing escalated or unresolved matters. You can contact the Grievance Officer via email at supremesoftsolutions87@gmail.com.  

Grievance Handling Process  

1. Acknowledgment: We will confirm receipt of your grievance within 48 hours via email.  
2. Unique Reference ID: A distinct grievance ID will be generated and provided to you for tracking the status of your complaint.  
3. Resolution Timeline: Our team, in coordination with the Grievance Officer, will strive to resolve your grievance promptly, typically within 7 working days or as mandated by applicable laws.  
4. Updates and Communication: You will receive regular updates on the progress of your grievance through your registered contact details.  

Closure of Grievance  

Your grievance will be deemed closed and resolved under the following conditions:  

• When you have received a satisfactory resolution from our support team or Grievance Officer.  
• If you do not respond to our communications within a reasonable timeframe after a resolution has been proposed.  
• When a final resolution has been communicated in accordance with our policies and applicable laws.  

Contact Us  

For any additional questions or to file a grievance, please reach out to us at supremesoftsolutions87@gmail.com