Grievance Redressal Policy
At Mad Colours, we are dedicated to delivering a reliable and seamless shopping experience for our customers. We are committed to fair practices and transparent resolution of all consumer concerns. This Grievance Redressal Policy has been established to ensure that any issues raised are handled promptly, professionally, and in compliance with applicable laws.
What is a Grievance?
A grievance refers to any concern or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks resolution. This may include, but is not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment-related concerns, difficulties with returns, refunds, or exchanges, dissatisfaction with customer service, and questions regarding our policies.
How to Raise a Grievance
- Access the “Help Centre” or “Contact Us” section available on our website or mobile application.
- Choose the appropriate category or topic that best matches your concern.
- Provide all relevant information, including your order ID, a clear description of the issue, and any supporting documents or images. Once submitted, your grievance will be reviewed by our support team, and an appropriate response will be provided.
Escalation to Grievance Officer
If your issue is not resolved or you are dissatisfied with the response from our customer care team, you may escalate the matter to our appointed Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable laws.
To maintain accountability and legal compliance, Mad Colours has designated a Grievance Redressal Officer responsible for supervising the complaint resolution process, ensuring fairness, and addressing escalated or unresolved concerns. The Grievance Officer can be contacted via email at metafordinfosolutionspvtltd@gmail.com.
Grievance Handling Process
- Acknowledgement: Receipt of your grievance will be acknowledged via email within 48 hours.
- Unique Ticket/Reference ID: A unique grievance reference number will be generated and shared with you for tracking purposes.
- Resolution Timeline: Our support team, in coordination with the Grievance Officer, will make every effort to resolve the grievance as promptly as possible, typically within 7 working days or as required under applicable laws.
- Updates & Communication: You will receive regular updates regarding the status of your grievance through your registered communication channel.
Closure of Grievance
- When a satisfactory resolution has been provided by our support team or Grievance Officer.
- When no response is received from you within a reasonable timeframe after a resolution has been offered.
- When a final decision has been communicated in line with our policies and applicable legal requirements.
Contact Us
For further questions or to raise a grievance, please contact us at: metafordinfosolutionspvtltd@gmail.com.
Note
This Grievance Redressal Policy may be updated from time to time. For the latest version, please refer to our Terms of Use and Privacy Policy pages.