At Manthreadz, operated by Grabello Firm, we are dedicated to offering a reliable and transparent shopping experience. We value fair treatment and are committed to addressing customer concerns promptly, professionally, and in line with applicable laws. This Grievance Redressal Policy outlines how issues are managed to ensure accountability and trust.
What is a Grievance?
A grievance is any concern or dissatisfaction arising from a product or service purchased through our platform for which the customer seeks resolution. This may include, but is not limited to:
Product defects or quality concerns.
Incorrect or delayed deliveries.
Payment-related issues.
Returns, refunds, or exchange problems.
Dissatisfaction with customer service.
Queries regarding our policies.
How to Raise a Grievance
If you have a concern, please reach out to us through our support channels by following these steps:
Visit Help Centre/Contact Us: Go to the “Help Centre” or “Contact Us” section on our website or mobile app.
Select Your Issue: Choose the category most relevant to your concern.
Submit Your Query: Provide details such as your Order ID, description of the issue, and supporting documents or images.
Our support team will review your submission and respond accordingly.
Escalation to Grievance Officer
If your issue remains unresolved or you are dissatisfied with the initial response, you may escalate the matter to our appointed Grievance Redressal Officer, in accordance with the Information Technology Act, 2000 and other applicable laws.
The Grievance Officer is responsible for overseeing complaint resolution, ensuring fairness, and addressing escalated matters. You may reach the officer via email at: grabellofirm@gmail.com.
Grievance Handling Process
Acknowledgement: Your grievance will be acknowledged within 48 hours via email.
Unique Reference ID: A unique ID will be generated and shared with you to track your grievance.
Resolution Timeline: We aim to resolve grievances within 7 working days or within the period prescribed by law.
Updates & Communication: You will receive regular updates on the progress of your case through your registered communication channel.
Closure of Grievance
A grievance will be considered closed in the following circumstances:
When you confirm satisfaction with the resolution provided.
When no response is received from you within a reasonable time after a resolution is offered.
When a final resolution has been communicated in accordance with our policies and legal requirements.
Contact Us
For any questions, concerns, or to raise a grievance, please reach out to us anytime at grabellofirm@gmail.com.
Note: This policy may be updated periodically. For the latest version, please review our Terms of Use and Privacy Policy.
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