Grievance Redressal Policy

At MySmartiee, customer contentment is our utmost priority. We are committed to addressing and resolving any concerns, complaints, or issues you may encounter while shopping with us. Our Complaint Resolution Policy outlines the process for lodging a complaint and ensures that your concerns are handled in a fair, transparent, and timely manner.

1. Purpose

The purpose of this policy is to:

  • Provide a structured framework for addressing customer complaints.
  • Ensure all complaints are resolved effectively and efficiently.
  • Maintain transparency and accountability in our complaint-handling processes.
  • Continuously enhance our services based on your feedback.

2. Scope

This policy applies to all customers of MySmartiee.com who wish to raise concerns related to:

  • Order processing and delivery.
  • Product quality, defects, or incorrect items received.
  • Payment issues or reimbursements.
  • Platform functionality or user experience.
  • Any other concerns related to our services.

3. How to Raise a Complaint

If you have a concern or complaint, you can raise it through any of the following channels:

  • a. Email
    • Send an email to [email address removed], clearly mentioning:
      • Your name, contact information, and order number (if applicable).
      • A concise description of the issue.
      • Any supporting documents, such as photos or receipts, if relevant.
  • b. WhatsApp
    • WhatsApp our customer support team at +91 60 8080 4411, available Monday – Saturday (except public holidays), 9:30 AM to 6:00 PM.
  • c. Contact Form
    • You can also submit your complaint using the contact form provided on our platform under the “Contact Us” section.

4. Complaint Handling Process

Once we receive your complaint, the following steps will be taken:

  • Step 1: Acknowledgment
    • Your complaint will be acknowledged within 24 hours of receipt.
  • Step 2: Resolution
    • Our team will investigate the issue thoroughly and work to resolve it within 1-3 business days.
    • If additional time is required due to the complexity of the issue, we will notify you and provide regular updates.
  • Step 3: Closure
    • Once the issue has been resolved, we will inform you via email or phone.
    • We will ensure you are satisfied with the resolution before closing the complaint.

The Complaint Resolution Officer will review your complaint and respond with a resolution within 5 business days.

5. Key Principles of Our Complaint Resolution Process

  • Fairness: All complaints are handled impartially and without bias.
  • Transparency: We provide clear communication throughout the complaint process.
  • Confidentiality: Your personal information is kept secure and confidential.
  • Accountability: Our team is committed to resolving your complaints in a timely and satisfactory manner.

6. Feedback and Suggestions

We value your feedback as it helps us improve our services. If you have suggestions or comments, please email us at support@mysmartiee.com.

7. Contact Us

For any concerns or questions regarding our Complaint Resolution Policy, feel free to reach out:

  • Email: support@mysmartiee.com
  • WhatsApp: +91 60 8080 4411