Grievance Redressal Policy
1. Purpose
This Grievance Redressal Policy is established to ensure that all customers and stakeholders of IVY are provided with a transparent, fair, and efficient mechanism for resolving any complaints, concerns, or grievances related to our products, services, or website operations.
2. Scope
This policy applies to all customers, users, and visitors of IVY, and covers grievances related to:
- Product quality, delivery, or packaging
- Payment, refund, or cancellation issues
- Customer service or communication concerns
- Website functionality or technical issues
- Privacy, data protection, or any other related matter
3. Our Commitment
We at IVY are committed to:
- Treating all complaints seriously, promptly, and confidentially
- Resolving grievances within a defined timeframe
- Maintaining transparency and fairness throughout the process
- Continuously improving our processes based on customer feedback
4. How to Raise a Grievance
Customers can raise their concerns through any of the following channels:
Email: shopivyofficial@gmail.com
Contact Form: https://shopivy.in/policies/contact-information
Customer Support Number: +91 7888868776
Mailing Address: 1st Floor, F-14, Grah Enclave, Anand Vihar Colony, Chinhat, Lucknow, Uttar Pradesh, India - 226028
When submitting a grievance, please include the following details:
- Full Name
- Contact Information (Email and Phone Number)
- Order Number
- Description of the issue with relevant details or screenshots
5. Grievance Handling Procedure
| Step | Action | Timeline |
|---|---|---|
| 1 | Acknowledgement of grievance via email or call | Within 48 hours |
| 2 | Review and investigation of the grievance by the support team | Within 7 working days |
| 3 | Communication of resolution or corrective action | Within 10 working days |
| 4 | Escalation to Grievance Officer if unsatisfied | Anytime after initial response |
6. Grievance Officer
In accordance with the Information Technology Act, 2000 and Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are as follows:
Name: Tarun Singh
Designation: Grievance Officer
Email: tarun32046@gmail.com
Contact Number: +91 78888 68776
Office Address: 1st Floor, F-14, Grah Enclave, Anand Vihar Colony, Chinhat, Lucknow, Uttar Pradesh, India, - 226028
The Grievance Officer shall acknowledge and resolve complaints in accordance with applicable laws and regulations.
7. Escalation
If you are not satisfied with the resolution provided, you may escalate the matter to higher authorities or consumer protection agencies as per your legal rights under the Consumer Protection Act, 2019.
8. Policy Review
This policy will be reviewed periodically to ensure it remains relevant and effective in addressing customer concerns. Updates, if any, will be published on our website.
9. Contact Us
For any queries regarding this policy or the grievance process, please contact us at
- shopivyofficial@gmail.com
- +91 78888 68776