At Freshlookz managed by Zenobyte Innovations Private Limited, we are dedicated to delivering a reliable and transparent shopping experience for every customer. We value fairness, accountability, and prompt resolution of customer concerns. Our Grievance Redressal Policy has been established to ensure that all complaints are handled efficiently, professionally, and in compliance with applicable laws.
What is a Grievance?
A grievance refers to any complaint, concern, or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks a resolution. This may include, but is not limited to, issues relating to product quality or defects, incorrect or delayed deliveries, payment concerns, returns, refunds, exchanges, customer service experiences, and questions regarding our policies.
How to Raise a Grievance
If you have any concern, we encourage you to contact us through our available support channels. The process is as follows:
Visit Our Contact Us Page
Navigate to the Contact Us section available on our website.
Select Your Issue
Choose the category or subject that best matches the concern you wish to report.
Submit Your Query
Provide all relevant details, including your Order ID, a description of the issue, and any supporting documents or images.
Once your request has been submitted, our support team will review the matter and respond accordingly.
Escalation to Grievance Officer
If your concern remains unresolved or you are not satisfied with the response 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 maintain accountability and ensure compliance with legal requirements, Freshlookz has appointed a dedicated Grievance Redressal Officer. The officer is responsible for supervising the complaint resolution process, ensuring fair handling of grievances, and addressing unresolved or escalated concerns. You may contact the Grievance Officer via email at zenobyteinnovationsprivatelimi@gmail.com.
Grievance Handling Process
Acknowledgement: We will acknowledge receipt of your grievance through email within 48 hours.
Unique Ticket/Reference ID: A unique grievance reference ID will be generated and shared with you so that you can monitor the status of your complaint.
Resolution Timeline: Our support team, together with the Grievance Officer, will make every reasonable effort to resolve your grievance as quickly as possible, generally within 7 working days or within the timeframe prescribed under applicable laws.
Updates & Communication: You will receive timely updates regarding the progress of your grievance through your registered communication channel.
Closure of Grievance
Your grievance will be considered resolved and closed under the following circumstances:
Contact Us
For any additional questions or to submit a grievance, please contact us at: zenobyteinnovationsprivatelimi@gmail.com.
Note
This Grievance Redressal Policy may be revised from time to time. For the latest version, please refer to our Terms of Use and Privacy Policy pages.