At Fashionzity managed by Superpace Associate Private Limited, your trust is our top priority. We know that sometimes experiences may not go exactly as planned, and when that happens, you deserve a process that listens carefully, addresses concerns respectfully, and works toward a fair solution.
This Grievance Redressal Policy is designed to guide you through how we handle complaints with transparency, efficiency, and accountability. Throughout this policy, “we,” “our,” or “us” refers to Fashionzity, and “you,” “your,” or “customer” refers to you, the valued user of our platform. Our goal is to ensure every concern receives the attention it deserves.
What is a Grievance?
A grievance is any concern or issue you experience during your interaction with Fashionzity that leaves you dissatisfied or confused. Whether it’s related to a product, service, delivery, payment, return, refund, or exchange, every grievance matters.
This includes receiving damaged or incorrect items, delays in shipment, problems with payments, or challenges during returns or exchanges. It also covers cases where you feel the support provided did not fully resolve your issue or you need clarity regarding any of our policies. Your grievance is a signal that something can be improved, and we are here to listen and respond.
How to Raise a Grievance
We want to make reporting an issue as simple and smooth as possible. Reaching out allows us to resolve concerns quickly and efficiently.
Start by visiting our “Help Centre” or the “Contact Us” page on our website or mobile app. Select the category that best describes your concern to ensure it reaches the right team. Provide complete details, including your order ID, a clear description of the issue, and any supporting images or documents.
Once submitted, our team reviews your grievance carefully and responds with a suitable solution. We are always just a message away, ensuring your concerns are handled with attention and care.
Escalation to Grievance Officer
If you feel your grievance hasn’t been fully resolved by our customer support team, you have the right to escalate it. Fashionzity has appointed a dedicated Grievance Redressal Officer to review unresolved concerns, ensuring each case is handled fairly and in compliance with relevant regulations, including the Information Technology Act, 2000.
We take every escalation seriously and are committed to working with you until the matter is resolved to your satisfaction. Your voice is important, and we ensure it is fully heard.
Grievance Handling Process
Every grievance is addressed through a structured and transparent process to ensure timely resolution.
You will receive acknowledgment of your grievance within 48 hours via your registered email, confirming that we have received your concern. A unique reference or ticket ID will be generated so you can track progress easily.
Our aim is to resolve grievances promptly, usually within 7 working days unless a different timeline is mandated by law. You will receive regular updates during the process, keeping you informed at every stage. We are committed to resolving each concern with fairness, clarity, and accountability.
Closure of Grievance
A grievance is considered resolved under clear circumstances. This occurs when a satisfactory solution is provided, when no further response is received from you within a reasonable timeframe, or when a final decision has been communicated according to our internal policies and legal requirements.
We strive to follow up and ensure that every issue is properly addressed, but once these conditions are met, the grievance is treated as formally closed. Our aim is always to ensure that the closure reflects a fair and reasonable resolution.
Reach Out Anytime
We welcome your questions, feedback, or concerns at any time. If you need assistance or wish to raise a grievance, you can contact us directly at superspaceassociatepvtltd@gmail.com, pg@fashionzity.com, and our team will respond promptly with guidance and support.
A Quick Reminder
This policy may be updated periodically to reflect changes in regulations or improvements in how we serve you. For the most current information, please refer to our Terms of Use and Privacy Policy pages. Your feedback is invaluable, and we remain committed to listening and improving with every concern shared.
