At Fashiondrapes,operated by Zyntra Fashion Private Limited, we strive to deliver a smooth, reliable, and customer-focused shopping journey. We are dedicated to maintaining fairness and clarity in the way we handle customer concerns. This Grievance Redressal Policy has been structured to ensure that every complaint or issue is managed promptly, professionally, and in alignment with applicable legal standards.  

What is a Grievance?   

A grievance means any complaint, concern, or dissatisfaction arising from a product or service purchased through our platform where the customer expects a resolution. This includes, but is not limited to, issues related to product defects or quality concerns, wrong or delayed deliveries, payment discrepancies, complications with returns, refunds, or exchanges, dissatisfaction with customer support, and questions related to our policies.  

How to Raise a Grievance   

If you experience any issue, we encourage you to connect with us through our available support channels. The process is outlined below:  

Visit our Help Centre or Contact Us Page   

Access the "Help Centre" or "Contact Us" section available on our website or mobile application.  

Select Your Issue   

Choose the category that best matches your concern or query.  

Submit Your Query   

Enter complete details such as your order ID, a clear description of the issue, and attach any relevant documents or images for better understanding.  

Once your request is submitted, our support team will evaluate the concern and provide an appropriate response.  

Escalation to Grievance Officer   

If your issue is not resolved satisfactorily or you are unhappy with the response provided by our customer support team, you may escalate the matter to our appointed Grievance Officer, as per the provisions of the Information Technology Act, 2000 and other applicable regulations.   
To ensure transparency and compliance, Fashiondrapes has designated a Grievance Redressal Officer responsible for supervising the complaint resolution mechanism, ensuring fair practices, and addressing escalated concerns. You can contact the Grievance Officer via email at zyntrafashionprivatelimited@gmail.com.  

Grievance Handling Process  

Acknowledgement: We will confirm receipt of your grievance within 48 hours through email communication.  

Unique Ticket/Reference ID: A distinct grievance ID will be generated and shared with you, allowing you to monitor the progress of your complaint.  

Resolution Timeline: Our team, in coordination with the Grievance Officer, will aim to resolve the issue as quickly as possible, typically within 7 working days or within the timeframe required under applicable laws.  

Updates & Communication: You will be kept informed with timely updates regarding the status of your grievance through your registered communication channels.  

Closure of Grievance   

Your grievance will be treated as resolved and closed under the following conditions:   
When you receive a resolution that meets your satisfaction from our support team or Grievance Officer.  

When there is no response from your end within a reasonable timeframe after a resolution has been offered.  

When a final resolution has been communicated in accordance with our policies and governing laws.  

Contact Us   

For additional assistance or to raise a grievance, please reach out to us at zyntrafashionprivatelimited@gmail.com.  

Note   

This policy may be updated or modified from time to time. To review the latest version, please refer to our Terms of Use and Privacy Policy sections.