At Fashnfusion, operated by Serenehaven Technologies Private Limited, we value our customers and are committed to handling their concerns fairly and responsibly. We understand that questions or issues may sometimes arise during your shopping experience. This Grievance Redressal Policy explains how you can raise a complaint and how we work to review and resolve it in a timely and appropriate manner.
What Is a Grievance?
A grievance is any complaint, concern, or dissatisfaction related to the products, services, orders, or experience provided through our website. This may include:
If you have a concern, we encourage you to contact us as soon as possible through the available contact channels on our website. To submit a grievance, please follow these steps:
Step 1: Visit the Contact Us Page
Go to the Contact Us section of our website or mobile application to find the available support options.
Step 2: Choose the Relevant Concern
Select the category or issue that best matches the nature of your complaint. This helps us understand your concern and direct it to the appropriate team.
Step 3: Submit Your Complaint
Provide the necessary information, such as your order ID, a clear explanation of the issue, and any relevant documents, photographs, or other supporting information.
Once we receive your complaint, our support team will review the details and take the appropriate steps to address your concern.
Escalation to the Grievance Officer
If your concern remains unresolved or you are not satisfied with the response provided by our customer support team, you may escalate the matter to our designated Grievance Redressal Officer.
The Grievance Officer is responsible for reviewing escalated complaints and overseeing the grievance resolution process in accordance with applicable laws and regulations, including the Information Technology Act, 2000, where applicable.
You may contact our Grievance Redressal Officer at:
Email: serenehaventechnologiesprivate@gmail.com
Grievance Handling Process
We aim to handle every grievance fairly and within a reasonable timeframe. Our general process includes:
Acknowledgement: Your complaint will generally be acknowledged within 48 hours of receipt through email.
Reference ID: Where applicable, we will provide a grievance or ticket reference number that can be used for future communication.
Resolution Timeline: We aim to resolve complaints as early as reasonably possible, typically within 7 working days, subject to the nature and complexity of the concern and applicable legal requirements.
Status Updates: Where necessary, we may provide updates regarding the progress of your complaint using the contact details provided by you.
Closure of a Grievance
A grievance may be considered resolved or closed when:
If you have additional information or concerns regarding a closed complaint, you may contact us again with the relevant reference details.
Contact Information
For questions, assistance, or to submit a grievance, please contact us at:
Email: serenehaventechnologiesprivate@gmail.com
Policy Updates
We may revise this Grievance Redressal Policy from time to time to reflect changes in our services, internal processes, or applicable legal requirements. Any updated version will be made available on our website.
For additional information about your rights and responsibilities, please refer to our Terms of Use and Privacy Policy.