Grievance Redressal Mechanism
Gargini Fashion Hub, being a customer-centric company, is committed to providing the best possible experience to all its customers. We value your feedback, as it helps us continually improve our products and services. You may read through our Help & Support pages by visiting www.gargini.in/pages/contact, which aim to provide solutions to frequently asked questions and assist you better.
For the purpose of grievance redressal, “grievance” or “complaint” includes any communication from the customer that expresses dissatisfaction in respect of the products or services offered through the Website and seeks a remedial action, but does not include the following:
- Complaints that are incomplete or not specific in nature;
- Communications that are in the nature of suggestions; or
- Communications seeking general guidance or explanations.
We shall address any complaints or grievances of our customers in a time-bound manner with respect to any products or services provided through the Website. For this purpose, we have designated a Grievance Officer who will be responsible for grievance redressal in accordance with this policy.
You can contact the Grievance Officer, whose contact details are provided in the Privacy Policy, by visiting www.gargini.in/policies/privacy-policy.
Once a customer files a complaint via email or telephonic communication on the channels specified above, the customer will receive an acknowledgment of the grievance within 48 (forty-eight) hours from the Grievance Officer.
Each customer who has filed a complaint will be provided with a unique ID to track the status of their complaint.
Subject to Force Majeure events (including any event beyond the control of Gargini Fashion Hub, the Grievance Officer shall make the best possible efforts to resolve grievances expeditiously, and in cases requiring more time, within 2 (two) months from the date of receipt of the grievance.
A grievance will be considered as disposed of and closed in any of the following instances:
- When the complainant has communicated their acceptance of the response from the Grievance Officer or any authorized representative of the Company; or
- When the complainant has not responded within 30 (thirty) days of receiving the written response and has not raised any further grievance on the same subject; or
- When the resolution provided by Gargini Fashion Hub has been agreed to or not disputed by the complainant.
In the unlikely event that your issue remains unresolved despite escalation to our Grievance Officer and the lapse of the time frame provided for resolution, you may reach out to our Nodal Officer (details provided in the Privacy Policy) who will respond within 7 (seven) business days (subject to Force Majeure events) from the date of receipt of your email.
Subject to Force Majeure events, our customer support and grievance redressal contact numbers shall be operational from Monday to Saturday, 10:00 AM to 7:00 PM (IST). We request you to follow the IVR or email options for a faster response.