At Alphawearz, we are committed to delivering a seamless and reliable shopping experience for our customers. We emphasize fairness and transparency in resolving all consumer concerns. Our Grievance Redressal Policy is designed to ensure that your issues are addressed promptly, professionally, and in accordance with applicable laws.  

What is a Grievance?  

A grievance refers to any concern or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks a resolution. This may include, but is not limited to, concerns related to product quality or defects, incorrect or delayed deliveries, payment-related issues, difficulties with returns, refunds, or exchanges, dissatisfaction with customer support, and questions regarding our policies.  

How to Raise a Grievance  

If you encounter any issue, we encourage you to reach out through our support channels. The process is as follows:  

Visit our Help Centre or Contact Us Page  

Navigate to the "Help Centre" or "Contact Us" section on our website or mobile app.  

Select Your Issue  

Choose the category or topic that best matches your concern.  

Submit Your Query  

Provide all relevant information, including order ID, detailed description of the issue, and any supporting documents or images.  

Once submitted, our support team will review the matter and respond accordingly.  

Escalation to Grievance Officer  

If your concern is not resolved or you are unsatisfied with the response from our customer support team, you may escalate it to the appointed Grievance Officer, in line with the Information Technology Act, 2000, and other applicable laws.  

To maintain accountability and legal compliance, Alphawearz has designated a Grievance Redressal Officer. The officer oversees the grievance resolution process, ensures fairness, and handles unresolved or escalated issues. You can contact the Grievance Officer at grassrotstechnologies@gmail.com.  

Grievance Handling Process   

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

Unique Ticket/Reference ID: A unique grievance ID will be generated and shared for tracking your complaint status.  

Resolution Timeline: Our team, along with the Grievance Officer, will make every effort to resolve your grievance promptly, generally within 7 working days, or as required by applicable laws.  

Updates & Communication: You will receive regular updates on the progress of your grievance through your registered communication method.    

Closure of Grievance   

Your grievance will be deemed resolved under the following circumstances:  

• When you receive a satisfactory resolution from our support team or Grievance Officer.  
• When you do not respond to our communications within a reasonable period after a resolution has been offered.  
• When a final resolution has been communicated in accordance with our policies and applicable laws.  

Contact Us     

For further questions or to raise a grievance, please contact us at grassrotstechnologies@gmail.com.