Grievance Redressal Policy
At Classcomfort which is run by Retrics Web Solutions Private Limited, we are dedicated to providing a reliable and smooth shopping experience. We prioritize fairness, transparency, and prompt resolution of customer concerns. This policy ensures that all grievances are handled professionally, efficiently, and in compliance with applicable laws.
Definition of a Grievance
A grievance refers to any complaint, issue, or dissatisfaction related to furniture purchased through our platform. Examples include:
- Receiving damaged, defective, or substandard furniture
- Incorrect, delayed, or failed deliveries
- Payment or transaction-related problems
- Issues with returns, exchanges, or refunds
- Dissatisfaction with customer support services
- Requests for clarification regarding policies
Submitting a Grievance
To raise a grievance, follow these steps:
- Visit Help Centre / Contact Page: Go to the “Help Centre” or “Contact Us” section on the website or mobile app.
- Select Category: Choose the option that best describes your concern.
- Provide Details: Enter your Order ID, describe the issue clearly, and attach any relevant images or documents.
- Submit Request: Our support team will review your grievance and respond accordingly.
Escalation to Grievance Officer
If your grievance is not resolved or you are dissatisfied with the initial response, it can be escalated to our Grievance Officer:
- Escalation is conducted under the Information Technology Act, 2000, and other applicable laws.
- The Grievance Officer provides an impartial review of escalated cases.
- Contact the Grievance Officer at: retricswebsolutionsprivatelimi@gmail.com, info@classcomfort.in
Grievance Resolution Procedure
- Acknowledgement: Receipt of your grievance will be confirmed via email within 48 hours.
- Tracking ID: A unique reference number will be provided to monitor your grievance.
- Resolution Timeline: Our support team and Grievance Officer aim to resolve issues within 7 working days or as required by law.
- Regular Updates: Progress will be communicated through your registered contact information.
Closure of Grievance
- A grievance is considered resolved when a satisfactory solution has been provided by the support team or Grievance Officer.
- No response is received from you within a reasonable time following the proposed resolution.
- A final decision has been communicated in accordance with our policies and legal obligations.
Contact Information
For assistance, questions, or to submit a grievance, please contact us at:
- retricswebsolutionsprivatelimi@gmail.com
- info@classcomfort.in