At Voguewair , managed and operated by Estellion Soar Solutions Private Limited , we are committed to providing a fair, transparent, and reliable shopping experience. In this Grievance Policy, “we,” “our,” and “us” refer to Pivotallox Solutions Private Limited, while “you,” “your,” and “user” refer to customers using our platform. Our aim is to address complaints efficiently, professionally, and in accordance with applicable laws.

What Constitutes a Grievance

A grievance refers to any complaint, concern, or dissatisfaction regarding products or services obtained through our platform. Examples include:

• Product Issues: Defective items or concerns related to product quality.
• Delivery Problems: Incorrect, delayed, or failed shipments.
• Payment Issues: Transaction failures or other payment-related difficulties.
• Return or Refund Concerns: Challenges with returns, exchanges, or refunds.
• Customer Support: Dissatisfaction with interactions with our support team.
• Policy Clarifications: Requests for explanations regarding company policies.

How to Submit a Grievance

To file a grievance, follow these steps:

• Access Support: Visit the “Help Centre” or “Contact Us” section on the website or app.
• Select Category: Choose the category that best matches your concern.
• Provide Details: Include your Order ID, a detailed description of the issue, and attach supporting documents or images.
• Submit: Our support team will review your grievance and respond appropriately.

Escalation to the Grievance Officer

If your grievance remains unresolved or you are unsatisfied with the response:

• Escalate the Issue: Contact the designated Grievance Officer.
• Regulatory Compliance: Escalations are handled in accordance with the Information Technology Act, 2000, and other applicable regulations.
• Impartial Review: The Grievance Officer conducts a thorough and unbiased evaluation of your complaint.
• Contact: Reach the Grievance Officer at estellionsoarsolutionpvtltd@gmail.com 

Grievance Resolution Process

• Acknowledgement: You will receive confirmation of your grievance via email within 48 hours.
• Tracking ID: A unique reference number will be provided to track your grievance status.
• Resolution Timeline: Grievances are generally resolved within 7 working days or as required by law.
• Regular Updates: Progress will be communicated through your registered contact details.

Closure of Grievances

A grievance is considered resolved when:

• A satisfactory solution is provided by the support team or Grievance Officer.
• No response is received from you within a reasonable period after resolution communication.
• A final decision is issued in accordance with company policies and legal requirements.

Contact Information
For questions, support, or to submit a grievance, please contact us at:
estellionsoarsolutionpvtltd@gmail.com 

We are committed to addressing your concerns promptly, fairly, and transparently.