Grievance Redressal Policy
At I Own It, we are committed to providing our customers with a positive and hassle-free shopping experience. However, we understand that sometimes issues may arise, and we want to ensure that our customers have a clear and efficient way to resolve their grievances.
Scope
This policy applies to all customers who use our e-commerce platform to purchase products or services.
Grievance Redressal Process
Our grievance redressal process includes the following steps:
- Reporting a Grievance: Customers can report a grievance by contacting our customer service team through email, phone, or chat. Grievances can also be reported through our website's "Contact Us" page.
- Acknowledgement: We will acknowledge receipt of the grievance within [time period, e.g. 24 hours] and provide a unique grievance reference number.
- Investigation: We will investigate the grievance and take necessary actions to resolve the issue.
- Resolution: We will resolve the grievance within [time period, e.g. 5-7 business days] and communicate the resolution to the customer.
- Escalation: If the customer is not satisfied with the resolution, they can escalate the grievance to our Customer Service Manager, who will review the case and provide a final resolution.
Grievance Categories
We categorize grievances into the following categories:
- Product-related grievances: Issues related to product quality, delivery, or functionality.
- Payment-related grievances: Issues related to payment processing, refunds, or cancellations.
- Delivery-related grievances: Issues related to delivery timelines, tracking, or packaging.
- Customer service-related grievances: Issues related to customer support, communication, or responsiveness.
Grievance Redressal Timeline
We strive to resolve grievances within the following timelines:
- Acknowledgement: Within 48 hours
- Investigation: Within 3-5 business days
- Resolution: Within 5-7 business days
Customer Rights
Our customers have the right to:
- Fair treatment: Receive fair and respectful treatment from our customer service team.
- Transparency: Receive clear and transparent information about our products, services, and policies.
- Timely resolution: Receive timely resolution of their grievances.
- Escalation: Escalate their grievances to a higher authority if they are not satisfied with the resolution.
Customer Responsibilities
Our customers are responsible for:
- Providing accurate information: Providing accurate and complete information when reporting a grievance.
- Cooperating with our team: Cooperating with our customer service team to resolve the grievance.
- Respecting our team: Treating our customer service team with respect and dignity.
