Grievance Redressal Policy  

At Dazzlelyn  , we are committed to providing a seamless, reliable, and trustworthy shopping experience. We place the highest importance on fairness and transparency when addressing customer concerns. Through our Grievance Redressal Policy, we ensure that all issues are resolved promptly, professionally, and in strict 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 the customer seeks resolution. This may include, but is not limited to, matters related to product quality or defects, delayed or incorrect deliveries, payment discrepancies, difficulties with returns, refunds, or exchanges, dissatisfaction with customer service, or queries regarding our policies.    

How to Raise a Grievance  

If you have a concern, we encourage you to reach out to us through our official support channels. The process is as follows:  

1. Visit the Help Centre or Contact Us Page    
   Go to the  Help Centre or  Contact Us section available on our website or mobile app.   
       
2. Select Your Issue    
   Choose the category or topic that best matches your concern.    
      
3. Submit Your Query    
   Provide all necessary details, including your order ID, a clear description of the issue, and any supporting documents or images.    

Once your query is submitted, our support team will review the information and respond promptly with appropriate guidance or a resolution.    

Escalation to Grievance Officer  

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer support team, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws.  

To uphold accountability and compliance, Dazzlelyn   has appointed a dedicated Grievance Redressal Officer who is responsible for overseeing the complaint resolution process, ensuring fairness, and addressing escalated or unresolved matters. The Grievance Officer can be contacted via email at  mastentechsolutionspvtltd@gmail.com   .   

Grievance Handling Process  

1. Acknowledgement: Your grievance will be acknowledged via email within 48 hours of receipt.    
    
2. Unique Ticket/Reference ID: A unique grievance ID will be assigned and shared with you, enabling you to track the status of your complaint.    
    
3. Resolution Timeline: In coordination with the Grievance Officer, our team will work to resolve your grievance at the earliest possible time, typically within 7 working days or within the timeframe mandated by applicable laws.    
    

Updates and Communication: You will receive timely updates regarding the progress of your grievance through your registered communication channels.  

Closure of Grievance  

Your grievance will be considered resolved and closed under the following circumstances:  

• When you confirm receipt of a satisfactory resolution provided by our support team or the Grievance Officer.    
  
   
• When you fail to respond to our communications within a reasonable timeframe after a proposed resolution has been shared.    
  
   
• When a final resolution has been communicated in line with our policies and applicable laws.  

Contact Us  

For any questions or to submit a grievance, please reach out to us at  mastentechsolutionspvtltd@gmail.com   .