Grievance Redressal Policy
At Newtrendzs, operated by Securemaster Enterprise Private Limited, we are committed to delivering a seamless and trustworthy shopping experience. We value fair treatment and transparent handling of customer concerns. This Grievance Redressal Policy ensures that your issues are addressed promptly, professionally, and in compliance with applicable laws.
What is a Grievance?
A grievance refers to any issue or dissatisfaction arising from a product or service purchased through our platform for which you seek resolution. This may include, but is not limited to:
- Product quality issues or defects
- Incorrect, delayed, or missing deliveries
- Payment-related problems
- Challenges with returns, refunds, or exchanges
- Dissatisfaction with customer service
- Questions regarding our policies
How to Raise a Grievance
To report a concern, follow these steps:
1. Visit Our Support Section
Navigate to the Help Centre or Contact Us page on our website or mobile app.
2. Select Your Issue
Choose the relevant category or topic related to your concern.
3. Submit Your Query
Provide detailed information, including your Order ID, a description of the issue, and any supporting 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 unsatisfied with the response from 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.
Newtrendzs has appointed a dedicated Grievance Redressal Officer responsible for overseeing the complaint resolution process, ensuring fairness, and addressing escalated matters.
Grievance Handling Process
- Acknowledgement: We will acknowledge receipt of your grievance within 48 hours via email.
- Reference ID: A unique grievance ID will be generated and shared with you to track the status of your complaint.
- Resolution Timeline: Our team, along with the Grievance Officer, will strive to resolve grievances promptly, generally within 7 working days, or as mandated by law.
- Updates & Communication: You will receive regular updates via your registered communication channel regarding the progress of your grievance.
Closure of Grievance
A grievance will be considered closed under the following circumstances:
- When you receive a satisfactory resolution from our support team or Grievance Officer.
- If there is no response from you within a reasonable period after resolution is offered.
- When a final resolution has been communicated in accordance with our policies and applicable laws.
Contact Us
For any queries or to initiate a grievance, please contact us at: securemasterenterprises@gmail.com