GRIEVANCE REDRESSAL POLICY  
 

At Trendzweave, powered by Truespark Innovations Private Limited. we are committed to providing a trustworthy and reliable shopping experience. We value fair treatment and transparent handling of all customer concerns. This Grievance Redressal Policy is designed to ensure that any issues you encounter are addressed promptly, professionally, and in compliance with applicable laws.     

What is a Grievance?  

A grievance is any concern, complaint, 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:  

• Issues with product quality or defects  
• Incorrect, delayed, or failed deliveries  
• Payment-related concerns  
• Problems with returns, refunds, or exchanges  
• Dissatisfaction with customer support  
• Questions or clarifications related to our policies  

How to Raise a Grievance  

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

Step 1: Visit Help Centre or Contact Us  

Go to the "Help Centre" or "Contact Us" section on our website or mobile application.  

Step 2: Select Your Issue  

Choose the category or topic that best matches your concern.  

Step 3: Submit Your Query  

Provide detailed information, including your Order ID, a description of the issue, and any relevant documents or images.  

Once submitted, our support team will review your grievance and respond accordingly.     

Escalation to Grievance Officer  

If your concern remains unresolved or you are not satisfied with the resolution provided by our customer support team, you may escalate it to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other relevant laws.     

Grievance Officer Role  

Trendzweave has appointed a dedicated Grievance Redressal Officer to oversee the complaint resolution process, ensure fairness, and handle escalated matters. The officer can be reached via email at Truesparkinnovationspvtltd@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.  
• Resolution Timeline: Our team, in coordination with the Grievance Officer, will aim to resolve the grievance as soon as possible, generally within 7 working days, or as specified under applicable laws.  
• Updates & Communication: You will receive updates regarding your grievance progress through your registered contact method.  

Closure of Grievance  

A grievance will be considered resolved under the following circumstances:  

• When you receive a satisfactory solution from our support team or Grievance Officer.  
• When there is no response from you within a reasonable timeframe after a resolution has been proposed.  
• When a final resolution has been communicated according to our policies and applicable laws.  

Contact Us  

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

Note  

This policy may be updated periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.