Grievance Redressal

Eleganza Fashion Private Limited ("Eleganza", "we", "us", or "our") is committed to providing a fair, transparent, and timely grievance redressal mechanism for all customers who purchase products or use services through our Platform (eleganza.com).

This Grievance Redressal Policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. It outlines how you can raise concerns, the process we follow to address them, and your options if you are not satisfied with our response.

In accordance with applicable law, we have appointed a Grievance Officer to acknowledge and address consumer complaints related to our Platform, products, orders, payments, and services.

You may lodge a grievance through any of the following channels:

• Email: Write to grievance@eleganza.com with the subject line "Grievance — [Your Order Number]"
• Contact Form: Submit a message via our Contact Us page, selecting a relevant subject
• Account: For order-related issues, visit My Orders and use the support options available on your order detail page
• Post: Send a written complaint to our registered office address listed above

Please include the following details to help us resolve your complaint faster:

• Your full name and registered email address or phone number
• Order number and date of purchase (if applicable)
• A clear description of the issue
• Supporting documents such as invoices, product photos, or delivery proof
• Your preferred resolution (refund, replacement, exchange, or other)

We follow the timelines prescribed under applicable consumer protection and e-commerce regulations:

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours (two business days) of receiving it
• Resolution: We aim to resolve grievances within 30 days from the date of receipt. Complex cases involving third-party logistics or payment gateways may require additional time, in which case we will keep you informed of the progress
• Refund timelines: Approved refunds are processed within 7–10 business days to the original payment method, as described in our Refund Policy

You will receive updates on the status of your complaint via email or SMS at the contact details associated with your account or complaint.

If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate the matter as follows:

1. Reply to the resolution email with "Escalation Request" and explain why the outcome is unsatisfactory. Your case will be reviewed by a senior member of our customer experience team within 5 business days
2. If the issue remains unresolved, you may approach the National Consumer Helpline at 1800-11-4000 or file a complaint on consumerhelpline.gov.in
3. As a consumer, you may also file a complaint before the appropriate Consumer Disputes Redressal Commission (District, State, or National level) under the Consumer Protection Act, 2019, depending on the value and nature of the dispute

As a customer of Eleganza, you are entitled to the rights guaranteed under the Consumer Protection Act, 2019, including but not limited to:

• The right to be informed about the quality, quantity, and price of goods
• The right to be protected against unfair trade practices
• The right to seek redressal against defective products or deficient services
• The right to receive accurate product descriptions, images, and pricing on our Platform

For information on returns and refunds, please refer to our Refund Policy and Shipping & Returns page. For terms governing use of our Platform, see our Terms of Service.

For general enquiries unrelated to formal grievances, visit our Contact Us page or email support@eleganza.com. For formal grievances, please use grievance@eleganza.com to ensure your complaint is tracked under this policy.