At Glowessencez, we are committed to providing a seamless and reliable shopping experience for our customers. We value fair treatment and transparent handling of all consumer concerns. Our Grievance Redressal Policy ensures that any issues you face are addressed quickly, professionally, and in compliance with applicable laws.
A grievance refers to any issue or dissatisfaction arising from a product or service purchased through our platform for which the customer seeks resolution. This includes, but is not limited to, concerns related to product quality or defects, incorrect or delayed deliveries, payment-related issues, returns and refunds, customer service experience, or questions regarding our policies.
If you have a concern, we encourage you to reach out to us through our support channels. To submit a grievance:
Visit 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 most relevant to your concern.
Submit Your Query
Provide all necessary details including your order ID, a description of the issue, and any supporting documents or images.
Once submitted, our support team will review your grievance and respond accordingly.
If your concern remains unresolved or you are not satisfied with the resolution provided by our support team, you may escalate the matter to our designated Grievance Officer. This is in accordance with the Information Technology Act, 2000, and other applicable laws.
To ensure accountability, Glowessencez has appointed a dedicated Grievance Redressal Officer who oversees complaint resolution, ensures fairness, and addresses unresolved or escalated matters. You may contact the Grievance Officer via email at axenithsystems@gmail.com.
Acknowledgement: We will acknowledge receipt of your grievance within 48 hours via email
Unique Ticket/Reference ID: A unique grievance ID will be generated and shared with you to track the status of your complaint.
Resolution Timeline: Our team, along with the Grievance Officer, will make all efforts to resolve your grievance as soon as possible, generally within 7 working days or as required under applicable law.
Updates and Communication: You will receive regular updates on the progress of your grievance through your registered communication method.
A grievance will be considered resolved in the following situations:
When you receive a satisfactory resolution from our support team or Grievance Officer.
When there is no response from you within a reasonable period after a resolution has been offered.
When a final resolution has been communicated in accordance with our policies and applicable law.
For any questions or to submit a grievance, please contact us at:
Email: axenithsystems@gmail.com