At Tulipthread, our mission is to ensure a reliable and smooth shopping journey for every customer. We stand for transparent communication and fair treatment when it comes to resolving customer issues. This Grievance Redressal Policy outlines our commitment to resolving complaints promptly, professionally, and in alignment with applicable laws.
Definition of a Grievance
A grievance is any complaint or dissatisfaction a customer may have related to a product or service purchased from our platform. These concerns can include, but are not limited to:
- Issues related to product quality or defects
- Delayed or incorrect deliveries
- Challenges related to payments
- Difficulties with returns, refunds, or exchanges
- Dissatisfaction with support services
- Clarifications regarding our policies
Steps to Report a Grievance
We encourage customers to share their concerns through our support system. The process is as follows:
- Access Support Channels
Visit the "Help Centre" or "Contact Us" page on our website or mobile application. - Choose the Relevant Topic
Select the issue category that best matches your concern. - Provide Detailed Information
Submit your query with essential details such as your order ID, issue description, and any related documents or images. - Team Review & Response
Once submitted, our support team will assess your concern and respond accordingly.
Escalating Your Complaint
If your issue remains unresolved or if you are dissatisfied with the response, you may escalate the complaint to our appointed Grievance Officer, in line with the Information Technology Act, 2000 and relevant laws.
- Tulipthread has designated a Grievance Redressal Officer who ensures fairness in complaint handling and addresses escalated or pending concerns.
- You can contact the officer by email at techmervventuresprivatelimited@gmail.com / techmervventuresauthorizes@gmail.com.
How We Handle Your Complaint
Our grievance handling mechanism ensures that each complaint is addressed efficiently. Here's how:
- Acknowledgement
You’ll receive an acknowledgement of your grievance within 48 hours via email. - Unique Complaint ID
A unique ticket or reference ID will be provided for you to monitor the progress of your complaint. - Resolution Timeframe
We aim to resolve grievances promptly - usually within 7 business days - unless a different period is mandated by applicable laws. - Communication Updates
Regular updates will be shared using your registered contact information.
When a Grievance is Considered Resolved
A grievance is marked as closed and resolved under the following conditions:
- A satisfactory solution is delivered by the support team or the Grievance Officer.
- No further response is received from you within a reasonable time after a resolution is provided.
- A final response is communicated as per our internal policies and applicable laws.
Get in Touch
If you have additional questions or wish to file a grievance, please write to us at techmervventuresprivatelimited@gmail.com / techmervventuresauthorizes@gmail.com.
Disclaimer
This policy may be updated from time to time. For the latest version, we recommend referring to our Terms of Use and Privacy Policy sections.
