GRIEVANCE REDRESSAL POLICY     

At Miraedge Solutions Private Limited, we recognize that selecting the right accessory is a personal experience, and every detail matters. Your feedback is valuable, and we are dedicated to addressing your concerns with care, respect, and efficiency.  

This policy explains how we handle grievances related to our products, services, or your overall experience. Our approach emphasizes transparency and fairness, ensuring each issue is resolved promptly and communicated clearly.  

In this policy, “we,” “our,” or “us” refers to Imperialsthread, while “you,” “your,” or “customer” refers to our valued shoppers, whose satisfaction drives everything we do.  

We adhere to all applicable laws to ensure your concerns are reviewed thoughtfully and thoroughly. If any aspect of your experience falls short of expectations, you can rely on us to listen attentively and work toward a fair and satisfactory resolution.  

Your trust is important to us, and we strive to make every interaction with Imperialsthread smooth, fair, and reassuring, helping you enjoy your shopping experience with confidence.    

What is a Grievance?  

A grievance is any issue or dissatisfaction you experience while interacting with us that falls short of your expectations. This may include receiving a damaged or incorrect product, delays in delivery, payment issues, difficulties with returns or refunds, or concerns about the quality of customer service.  

We encourage you to share your concerns openly. Reporting a grievance allows us to address the issue promptly, act fairly, and identify areas where we can improve.  

Your feedback is invaluable in helping us enhance our services. We are committed to listening carefully, responding quickly, and resolving issues efficiently. By sharing your experience, you contribute to creating a smoother, more enjoyable shopping experience for all our customers.    

How to Raise a Grievance  

Choosing the perfect accessory should be an enjoyable and confident experience. Occasionally, issues may arise, and when they do, we are committed to resolving them quickly and efficiently. Reporting your concern is simple and straightforward.  

Start with Our Support Channels:    Visit the “Help Centre” or “Contact Us” sections on our website or mobile app to begin the process.  

Select the Relevant Issue:    Choose the option that best describes your situation so your grievance reaches the appropriate team without delay.  

Provide Complete Details: Fill out the form with your order ID, a detailed description of the problem, and any supporting photos or documents to help us understand the issue clearly.  

Once submitted, our dedicated support team will review your information carefully and provide a resolution tailored to your specific case.  

We want every interaction with our accessories to be joyful and satisfying. If any issue occurs, reach out to us immediately. We are here to listen, assist, and ensure your shopping experience remains smooth, enjoyable, and worry-free.    

Escalation to Grievance Officer  

Occasionally, an issue may not be fully resolved through our initial support, despite our best efforts. We value your experience with every accessory you select, and you have the right to request a further review if needed.  

To maintain fairness and transparency, Imperialsthread has appointed a Grievance Redressal Officer. This officer thoroughly evaluates all escalated concerns, provides an impartial assessment, and ensures compliance with the Information Technology Act, 2000, as well as other applicable regulations.  

If you feel your grievance requires additional attention, you may contact our Grievance Officer directly at miraedgesolutionspvtltd@gmail.com. We take every concern seriously and are committed to working with you until a fair and satisfactory resolution is achieved.    

Grievance Handling Process  

At Imperialsthread, we understand that every accessory you choose is personal, and any issues along the way can be frustrating. We are dedicated to addressing your concerns promptly and ensuring your experience remains smooth and reassuring.  

Acknowledgment Without Delay:    Upon receiving your complaint, we act immediately. Within 48 hours, you will receive a confirmation email at your registered address, confirming that your grievance has been logged and is under review.  

Case Identification:    Each concern is assigned a unique reference or ticket number. This allows you to track the progress of your issue and helps our team manage it efficiently from start to finish.  

Swift Resolution Commitment:    Resolving your concern quickly is our priority. In most cases, you can expect a resolution within seven working days, unless specific legal or operational considerations require additional time.  

Regular Communication:    We believe in keeping you informed. You will receive timely updates on your case through your preferred contact method, ensuring you are aware of every step toward resolution.  

Sharing your concerns helps us improve our service continually. We are committed to handling every grievance with fairness, transparency, and care.    

Closure of Grievance  

We understand that shopping online can sometimes raise questions or concerns. Our approach is straightforward: we listen attentively, act responsibly, and resolve every grievance to ensure you feel supported and understood.  

A grievance is considered closed when one of the following conditions is met:  

Resolution Meets Your Expectations:    The concern is deemed resolved when the solution provided by our support team or Grievance Officer fully addresses your issue and meets your satisfaction.  

Lack of Further Communication: If we share a proposed resolution and do not receive a response from you within a reasonable timeframe, the grievance will be considered resolved, and the case will be formally closed.  

Final Outcome Shared:    Once a clear and definitive decision has been communicated to you, in accordance with our internal procedures and any applicable legal requirements, the grievance is regarded as concluded.  

When any of these closure conditions are met, your grievance reaches a thoughtful and considered conclusion. This process ensures that all concerns are handled with attention, care, and a commitment to your satisfaction.    

Connect With Us Anytime  

Finding the perfect accessory should be an enjoyable and stress-free experience. If you have any questions, need additional information, or wish to share feedback, we are here to assist you.  

Simply contact us at miraedgesolutionspvtltd@gmail.com, and our dedicated team will respond promptly, providing guidance and support to ensure your experience is smooth, enjoyable, and effortless.    

A Quick Reminder  

At Imperialsthread, we are committed to making your accessory shopping effortless and enjoyable. To stay aligned with evolving guidelines and continuously improve your experience, our policies may be updated from time to time.  

We encourage you to review our Terms of Use and Privacy Policy pages for the most up-to-date information. Your feedback is valuable and helps us serve you better while refining the way we bring style to your doorstep.