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 company policies.

Submitting a Grievance

To raise a grievance, follow these steps:

• Access Help Centre / Contact Page: Visit the “Help Centre” or “Contact Us” section on our website or application.

• Select Category: Choose the option that best matches your concern.

• Provide Details: Enter your Order ID, clearly describe the issue, and attach supporting documents or images.

• 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 designated 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: Confirmation of grievance receipt is sent within 48 hours via email.

• Tracking ID: A unique reference number is provided to monitor progress.

• Resolution Timeline: Complaints are resolved within 7 working days or as required by law.

• Regular Updates: Periodic updates are shared 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 communicated.

• A final decision has been shared in line with company policies and legal requirements.

Contact Information

For assistance, queries, or to file a grievance, please contact us at Vesporswifttechnologiesprivate@gmail.com.

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