Grievance Redressal Policy

1. Grievance Redressal Overview

⚖️ Fair & Transparent Resolution

At TheStylinn, we are committed to addressing all customer grievances fairly, promptly, and transparently. Our grievance redressal mechanism ensures that every concern is heard and resolved satisfactorily.

Your voice matters to us!

Our Commitment: We believe in resolving customer grievances through a structured, time-bound process that ensures fair treatment and satisfactory resolution for all parties involved.

Grievance Definition:

A grievance is any complaint, concern, or dissatisfaction regarding our products, services, policies, or customer experience that requires formal attention and resolution beyond standard customer service.

2. Types of Grievances

📦

Order Related

Order processing delays
Wrong product delivery
Missing items in order
Order cancellation issues
Billing discrepancies

💎

Product Quality

Defective or damaged products
Product not as described
Quality below expectations
Sizing or fitting issues
Premature wear or damage

🚚

Delivery Issues

Delivery delays beyond timeline
Package lost or not delivered
Delivery to wrong address
Delivery partner misconduct
Package tampering or damage

💳

Payment & Refunds

Payment gateway failures
Unauthorized transactions
Refund processing delays
Incorrect refund amounts
Payment method issues

🔄

Return & Exchange

Return request rejections
Exchange processing delays
Return pickup issues
Condition assessment disputes
Policy interpretation conflicts

🎧

Customer Service

Poor customer service experience
Inadequate support response
Communication gaps
Staff behavior concerns
Resolution delays

3. Grievance Redressal Process

3.1 Step-by-Step Process

1

Grievance Submission

Submit your grievance through email, phone, or written communication with complete details

2

Acknowledgment (24 Hours)

Receive acknowledgment with unique grievance ID within 24 hours

3

Investigation (7 Days)

Detailed investigation and fact-finding process conducted by our team

4

Resolution (15 Days)

Resolution provided with detailed explanation and corrective actions

5

Escalation (If Required)

If unsatisfied, grievance can be escalated to higher authority

6

Closure & Follow-up

Final closure confirmation and follow-up to ensure satisfaction

3.2 Required Information for Grievance

Please provide the following details when submitting a grievance:

Personal Information: Name, email address, phone number
Order Details: Order number, purchase date, product details
Grievance Description: Detailed explanation of the issue
Supporting Documents: Photos, screenshots, invoices, correspondence
Previous Communication: Reference to any prior communication
Expected Resolution: What resolution you are seeking

4. Escalation Matrix

Level	Authority	Timeline	Scope
Level 1	Customer Support Team	0-7 Days	Standard complaints and service issues
Level 2	Customer Service Manager	8-15 Days	Complex issues and policy disputes
Level 3	Operations Head	16-21 Days	Escalated grievances and major concerns
Level 4	Proprietor/Management	22-30 Days	Final authority for all grievances

4.1 Escalation Criteria

Grievance escalation occurs when:

Resolution is not provided within specified timeline
Customer is unsatisfied with the proposed resolution
Grievance involves policy interpretation or changes
Issue requires senior management approval
Customer specifically requests escalation
Complex issues requiring detailed investigation

Maximum Resolution Timeline:

All grievances will be resolved within a maximum of 30 days from the date of submission. Emergency situations may be resolved faster based on the nature and urgency of the issue.

5. Contact Information for Grievances

📧

Email Grievance

support@thestylinn.com

Primary channel for formal grievance submission

📱

WhatsApp Support

011-40105812

Quick grievance initiation and status updates

📞

Phone Support

011-40105812

Mon-Fri: 10:00 AM – 5:00 PM (IST)

📮

Written Communication

The MaaVita Venture

Near Laxmi Mandir, Barihat Road
Purnea, Bihar 854301

5.1 Grievance Officer Contact

Grievance Officer: For formal grievance submissions and escalations, contact our designated Grievance Officer at support@thestylinn.com with subject line “GRIEVANCE – [Your Issue]” for priority handling.

5.2 Response Timeline

Contact Method	Acknowledgment Time	Investigation Period	Resolution Timeline
Email	24 Hours	7 Days	15 Days
Phone/WhatsApp	Immediate	7 Days	15 Days
Written	48 Hours	10 Days	21 Days

6. Resolution Mechanisms

6.1 Types of Resolutions

Financial Resolution

Full or partial refunds
Compensation for inconvenience
Waiver of charges or fees
Store credit or vouchers
Cashback adjustments

🔄

Product Resolution

Product replacement
Exchange for different item
Repair or restoration
Size or design modification
Upgrade to better quality

🛠️

Service Resolution

Process improvements
Policy clarifications
Staff training enhancement
Service quality upgrades
Preventive measures implementation

🤝

Relationship Resolution

Formal apology
Goodwill gestures
Future service enhancements
VIP customer status
Special consideration benefits

6.2 Resolution Communication

Resolution Documentation:

All grievance resolutions will be communicated in writing via email, detailing the investigation findings, resolution decision, and any actions taken. Customers will receive a final resolution letter with grievance closure confirmation.

7. Appeal Process

7.1 Right to Appeal

Customers may appeal a grievance decision if:

They are unsatisfied with the resolution provided
New evidence or information becomes available
The resolution was not implemented as promised
The investigation was incomplete or biased
Policy interpretation was incorrect

7.2 Appeal Process

1

Appeal Submission

Submit appeal within 15 days of resolution with detailed reasons

2

Appeal Review

Senior management reviews the original case and appeal grounds

3

Independent Assessment

Fresh investigation by different team member if required

4

Final Decision

Management provides final decision within 21 days of appeal

⚠️ Appeal Limitations:

Each grievance can be appealed only once. The management’s decision on appeal is final and binding. Appeals must be submitted within 15 days of receiving the original resolution.

8. External Grievance Redressal

8.1 Consumer Protection Forums

District Consumer Disputes Redressal Commission

Jurisdiction: Purnea District, Bihar
For Claims: Up to ₹1 Crore
Location: District Court Complex, Purnea
Contact: District Collector Office, Purnea

State Consumer Disputes Redressal Commission

Jurisdiction: Bihar State
For Claims: ₹1 Crore to ₹10 Crore
Location: Patna, Bihar
Website: bihar.gov.in

National Consumer Disputes Redressal Commission

Jurisdiction: All India
For Claims: Above ₹10 Crore
Location: New Delhi
Website: ncdrc.nic.in

8.2 Alternative Dispute Resolution

Alternative options for dispute resolution:

Mediation: Voluntary mediation through neutral third party
Arbitration: Binding arbitration as per mutual agreement
Lok Adalat: Settlement through Lok Adalat mechanism
Online Dispute Resolution: Digital platforms for quick resolution

8.3 Legal Framework

Governing Laws:

This grievance redressal policy operates under the Consumer Protection Act 2019, Indian Contract Act 1872, and other applicable laws. All disputes are subject to the jurisdiction of courts in Purnea, Bihar.

9. Special Provisions

9.1 Senior Citizens and Differently Abled

Priority Handling: Grievances from senior citizens (above 60 years) and differently abled customers receive priority handling with expedited resolution timelines and dedicated support.

9.2 Bulk and Wholesale Customers

Business customer grievances:

Dedicated business grievance officer
Faster resolution timelines for business impact
Account manager involvement in resolution
Commercial dispute resolution mechanisms

9.3 High-Value Order Grievances

For orders above ₹25,000:

Senior management direct involvement
Enhanced investigation and documentation
Multiple resolution options consideration
Priority escalation to proprietor level

9.4 Repeat Customers

Loyalty Consideration:

Long-term customers and repeat buyers receive special consideration in grievance resolution, including enhanced compensation options and goodwill gestures to maintain customer relationship.

10. Grievance Prevention and Quality Improvement

10.1 Preventive Measures

Steps we take to prevent grievances:

Quality Control: Rigorous product inspection before dispatch
Clear Communication: Transparent policies and product descriptions
Staff Training: Regular customer service training programs
Process Improvement: Continuous workflow optimization
Technology Enhancement: Better systems for order and delivery tracking
Feedback Integration: Customer feedback implementation in processes

10.2 Grievance Analysis and Learning

Continuous Improvement: We analyze grievance patterns to identify systemic issues and implement preventive measures. Monthly grievance reports help us improve our products, services, and customer experience.

10.3 Customer Feedback Integration

How we use grievance insights:

Policy refinements based on common issues
Product quality improvements
Service delivery enhancements
Staff training curriculum updates
Technology and process upgrades
Supplier and partner performance improvements

Zero Tolerance for Retaliation:

TheStylinn has a strict no-retaliation policy. Customers raising genuine grievances will never face any adverse treatment, service denial, or discrimination. We encourage open feedback and complaints to improve our services.

Resolution That Goes Beyond Precious

At TheStylinn, we believe that every grievance is an opportunity to strengthen our relationship with our customers. Our comprehensive grievance redressal mechanism ensures that your voice is heard, your concerns are addressed, and your satisfaction is our ultimate goal.

Because fair resolution is “Beyond Precious” – it’s our commitment to justice and customer satisfaction.

Submit Grievance WhatsApp Grievance

24-hour acknowledgment • 15-day resolution • Fair investigation • Escalation available