At Charmfusions, operated by Vesporswift Technologies Private Limited, we are dedicated to providing a smooth and reliable shopping experience. In this policy, “we,” “our,” and “us” refer to Vesporswift Technologies Private Limited, while “you,” “your,” and “user” refer to our valued customers.

We prioritize fairness, transparency, and timely resolution of complaints. This policy explains how grievances are addressed professionally, promptly, and in accordance with applicable laws.

Definition of a Grievance

A grievance refers to any complaint, concern, or dissatisfaction related to products or services purchased on our platform. Examples include:

• Defective products or quality-related issues
   
• Incorrect, delayed, or unsuccessful deliveries
   
• Payment failures or transaction-related problems
   
• Issues with returns, exchanges, or refunds
   
• Concerns regarding customer support services
   
• Requests for clarification on policies

 

Submitting a Grievance

To raise a grievance, follow these steps:

1. Access Help Centre/Contact Page
    
   • Visit the “Help Centre” or “Contact Us” section on our website or app.
      
2. Select Category
    
   • Choose the option that best matches your concern.
      
3. Provide Details
    
   • Enter your Order ID, clearly describe the issue, and attach supporting documents or images.
      
4. Review & Submit
    
   • Our support team will review your submission and respond appropriately.

 

Escalation to the Grievance Officer

If your concern remains unresolved or you are dissatisfied with the resolution:

• Escalate the issue to our Grievance Officer.
   
• The escalation process is conducted in accordance with the Information Technology Act, 2000, and other applicable laws.
   
• The Grievance Officer ensures fair and thorough handling of escalated complaints.
   
• Contact the Grievance Officer at: Vesporswifttechnologiesprivate@gmail.com

 

Grievance Resolution Process

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email.
   
• Tracking ID: A unique reference number is issued to monitor progress.
   
• Resolution Timeline: Complaints are resolved within 7 working days or as per legal requirements.
   
• Regular Updates: You will receive periodic updates on the status of your grievance via registered contact details.
   

Closure of Grievance

A grievance is considered resolved if:

• A satisfactory resolution has been provided by support or the Grievance Officer.
   
• You do not respond within a reasonable timeframe after the resolution is shared.
   
• A final decision has been communicated in line with our policies and legal obligations.
   

Contact Information

For assistance, queries, or to file a grievance, please reach out at: Vesporswifttechnologiesprivate@gmail.com

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