At Luxepebble, we are dedicated to delivering a seamless and reliable shopping experience. We prioritize fair treatment and transparent resolution of all customer concerns. Our Grievance Redressal Policy is designed to address your issues promptly, professionally, and in full compliance with applicable laws. 

What is a Grievance? 

A grievance is any complaint or dissatisfaction stemming from a product or service purchased through our platform, for which the customer seeks a resolution. This includes, but is not limited to, issues such as product quality or defects, incorrect or delayed deliveries, payment concerns, difficulties with returns, refunds, or exchanges, dissatisfaction with customer service, and questions regarding our policies. 

How to Raise a Grievance 

If you have a concern, we encourage you to contact us through our support channels. The process is as follows: 

1. Visit the Help Centre or Contact Us page on our website or mobile app. 
2. Select the category or topic that best matches your issue. 
3. Submit your query, including all relevant details such as your order ID, a description of the problem, and any supporting documents or images. 

Once your request is submitted, our support team will review it and respond promptly. 

Escalation to Grievance Officer 

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer care team, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws. 

To ensure accountability and legal compliance, Luxepebble has appointed a dedicated Grievance Redressal Officer responsible for overseeing the complaint resolution process, ensuring fairness, and addressing escalated or unresolved issues. You can contact the Grievance Officer via email at (mention email). 

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 provided to you for tracking the status of your complaint. 
• Resolution Timeline: Our team, in coordination with the Grievance Officer, will strive to resolve your grievance promptly, typically within 7 working days or as required by applicable laws. 
• Updates & Communication: You will receive regular updates on the progress of your grievance through your registered contact method. 

Closure of Grievance 

Your grievance will be considered closed and resolved under the following conditions: 

• When you have received a satisfactory resolution from our support team or the Grievance Officer. 
• When you do not respond to our communications within a reasonable timeframe after a resolution has been offered. 
• When a final resolution has been communicated in accordance with our policies and applicable laws. 

Contact Us 

For any additional questions or to file a grievance, please reach out to us at (mention email).