Grievance Redressal Policy  

At Reginelles, we are dedicated to offering a smooth and reliable shopping journey for our customers. We uphold principles of fairness and transparent handling of all user concerns. Our Grievance Redressal Policy ensures that your issues are addressed promptly, professionally, and in line with applicable laws.    

Definition of Grievance  

A grievance constitutes any complaint or dissatisfaction arising from a product or service obtained via our platform, for which the customer seeks redress. This includes, but is not limited to, concerns regarding product defects or quality issues, incorrect or delayed deliveries, payment-related challenges, complications with returns, refunds, or exchanges, dissatisfaction with customer support, and inquiries related to our policies.    

Procedure to Raise a Grievance  

If you encounter any concern, we encourage you to contact us via our support channels. The process is as follows:  

Access Help Centre or Contact Page    
Navigate to the "Help Centre" or "Contact Us" section on the website or mobile application.  

Select the Relevant Issue    
Choose the appropriate category or topic corresponding to your concern.  

Submit Detailed Query    
Provide all necessary information, including order ID, a description of the issue, and any supporting documents or images.  

Upon submission, our support team will evaluate the grievance and respond accordingly.    

Escalation to Grievance Officer  

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

To ensure accountability and legal compliance, Reginelles has designated a Grievance Redressal Officer responsible for overseeing the complaint resolution process, ensuring impartiality, and addressing escalated or unresolved grievances. You can reach the Grievance Officer at cybercartventuresprivateltd@gmail.com.   

Grievance Resolution Process  

Acknowledgement : We will confirm receipt of your grievance within 48 hours via email.  

Unique Ticket/Reference ID : A distinctive grievance ID will be generated and shared, enabling you to monitor the status of your complaint.  

Resolution Timeline : Our team, in conjunction with the Grievance Officer, will strive to resolve the issue at the earliest, typically within 7 working days or as mandated by applicable laws.  

Updates & Communication : You will receive consistent updates regarding the progress of your grievance via the registered communication method.    

Closure of Grievance  

A grievance will be deemed resolved under the following circumstances:  

• When a satisfactory resolution is provided by the support team or Grievance Officer.    
   
• When there is no response from you within a reasonable time frame after a resolution has been proposed.    
   
• When a final resolution has been communicated in accordance with our internal policies and legal requirements.    

Contact Information  

For further queries or to submit a grievance, please reach out to us at cybercartventuresprivateltd@gmail.com.  

Note : This policy may undergo periodic updates. Please refer to our Terms of Use and Privacy Policy for the most current version.