Grievance Redressal Policy

At Classicgallery, managed by Evergrove Solutions, we are dedicated to delivering a reliable and transparent shopping experience for our customers. We are committed to fair practices and clear communication when addressing customer concerns. This Grievance Redressal Policy ensures that all issues are handled promptly, professionally, and in compliance with applicable laws.

What is a Grievance?

A grievance means any complaint or dissatisfaction arising from a product or service purchased through our platform where the customer seeks resolution. This may include, but is not limited to, concerns regarding product quality or defects, incorrect or delayed deliveries, payment-related matters, issues involving returns, refunds, or exchanges, dissatisfaction with customer service, and questions related to 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:

Visit our Help Centre or Contact Us Page

Access the “Help Centre” or “Contact Us” section on our website or mobile application.

Select Your Issue

Choose the appropriate category or subject related to your concern.

Submit Your Query

Provide complete details, including your order ID, a description of the issue, and any relevant supporting documents or images.

Once your grievance is submitted, our support team will examine the matter and respond appropriately.

Escalation to Grievance Officer

If your concern is not resolved satisfactorily or remains pending after contacting customer support, you may escalate the issue to our designated Grievance Officer, in accordance with the Information Technology Act, 2000 and other applicable laws.

To maintain accountability and legal compliance, Classicgallery has appointed a Grievance Redressal Officer responsible for supervising the complaint resolution process, ensuring fairness, and addressing escalated or unresolved matters. The Grievance Officer can be contacted via email at Evergrovesolutions2@gmail.com.

Grievance Handling Process

• Acknowledgement: We will confirm receipt of your grievance within 48 hours by email.
• Unique Ticket/Reference ID: A unique grievance reference number will be generated and shared with you to monitor the status of your complaint.
• Resolution Timeline: Our team, along with the Grievance Officer, will strive to resolve your grievance as quickly as possible, typically within 7 working days or within the timeframe prescribed under applicable laws.
• Updates & Communication: You will receive periodic 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:

When a satisfactory resolution has been provided by our support team or the Grievance Officer.

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

When a final resolution has been communicated in accordance with our policies and applicable legal requirements.

Contact Us

For any additional questions or to raise a grievance, please contact us at Evergrovesolutions2@gmail.com.

Note

This policy may be revised periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.