Grievances

GRIEVANCE REDRESSAL POLICY

OFFICIAL COMPLIANCE DOCUMENT FOR SELFIYA FOUNDER: PINKY SHELSHIYA

1. THE GRIEVANCE REDRESSAL FRAMEWORK

SELFIYA is committed to resolving customer concerns with transparency and speed. We have established a dedicated Grievance Redressal Mechanism to handle issues across three specific categories:

• Sales Grievances: Issues related to product quality, damaged Ayurvedic items, or delivery delays.

• Service Grievances: Concerns regarding Personal Styling Consultations or advisory sessions.

• Digital & Privacy Grievances: Issues related to the SELFIYA Android APK, data privacy, or website errors.

2. MANDATORY STATUTORY TIMELINES

In compliance with Indian E-commerce and DPDP regulations, SELFIYA adheres to the following strict timelines:

• Acknowledgment: Every grievance will be acknowledged with a Unique Ticket Number within 48 hours of receipt.

• Resolution: We endeavor to resolve all grievances within 15 business days. For complex digital or data-related issues, the maximum statutory limit is one month.

3. THE GRIEVANCE OFFICER (STATUTORY APPOINTMENT)

As required by the Consumer Protection (E-Commerce) Rules, 2020, SELFIYA has appointed a Grievance Officer to oversee all disputes.

• Name of Officer: Pinky Shelshiya

• Designation: Founder & Grievance Redressal Head

• Address: Vellore, Tamil Nadu, India

• Email: [Insert Your Business Email]

• WhatsApp/Phone: [Insert Your Business Phone]

4. HOW TO FILE A GRIEVANCE

To ensure your complaint is tracked and prioritized, please follow this protocol:

1. Direct Contact: Email the Grievance Officer with the subject line: "OFFICIAL GRIEVANCE – [Your Order/Consultation ID]".

2. Required Details: You must include your full name, contact number, the nature of the grievance (Sale/Service/Digital), and supporting evidence (e.g., the mandatory unboxing video for physical products).

3. Tracking: Once filed, you will receive a Ticket Number. Please quote this number in all future communications.

5. ESCALATION MATRIX

If you are dissatisfied with the initial resolution provided by our support team:

• Level 1: Standard Customer Support via WhatsApp.

• Level 2: Official Grievance Filing (to the Grievance Officer).

• Level 3: If the grievance remains unresolved after 30 days, the user may approach the relevant Consumer Forum or the Data Protection Board of India, specifically within the jurisdiction of Vellore, Tamil Nadu.