GRIEVANCE & REDRESSAL POLICY
 

At Couturecrest, operated by Novatrade Solutions, we prioritize delivering a secure, dependable, and positive shopping experience. We are committed to transparency, fairness, and accountability in addressing customer concerns. This Grievance Redressal Policy ensures that any issues raised are managed promptly, courteously, and in compliance with applicable laws. 

What Constitutes a Grievance? 

A grievance is any complaint, concern, or dissatisfaction regarding a product or service purchased from our platform, for which you seek a resolution. Examples include but are not limited to: 

• Issues related to product quality, defects, or damages. 
   
• Delayed, incorrect, or failed deliveries. 
   
• Payment-related errors or transaction discrepancies. 
   
• Problems with returns, refunds, or exchanges. 
   
• Unsatisfactory customer support or service experiences. 
   
• Questions, objections, or disputes regarding our policies. 

How to Submit a Grievance 

If you encounter a problem, please follow these steps to contact us via our official support channels:  

Step 1: Visit the Help Centre/Contact Page 

Go to the “Help Centre” or “Contact Us” section on our website or app. 

Step 2: Select the Appropriate Category 

Choose the category that best represents your issue. 

Step 3: Submit Your Details 

Provide all relevant information, including your Order ID, a clear description of the problem, and any supporting photos or documents. 

Once submitted, our customer support team will review the grievance carefully and provide a suitable response. 

Escalation to Grievance Officer 

If the issue remains unresolved, it can be escalated to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable regulations. 

Couturecrest has an appointed Grievance Redressal Officer responsible for monitoring complaints, ensuring impartiality, and resolving escalated matters. Escalated grievances can be submitted directly to the Grievance Officer at novatradesolution2@gmail.com. 

Grievance Handling Procedure 

• Acknowledgement: We will confirm receipt of your grievance via email within 48 hours. 
   
• Unique Reference ID: Each grievance will receive a distinct ID for tracking purposes. 
   
• Resolution Timeline: Our team, in coordination with the Grievance Officer, aims to resolve grievances within 7 working days or within the timeframe required by law. 
   
• Status Updates: You will receive regular updates on the progress of your grievance via your registered contact details. 

Closure of Grievances 

A grievance will be considered closed when: 

• The issue is resolved to your satisfaction through a solution provided by our support team or Grievance Officer. 
   
• No response is received from you within a reasonable timeframe after we propose a resolution. 
   
• A final resolution is issued in accordance with our policies and applicable legal requirements. 

Contact Information 

For submitting grievances or requesting clarifications, please contact us at novatradesolution2@gmail.com. 

Note 

This policy may be revised periodically to reflect changes in business processes or legal obligations. For the most current information, please refer to our Terms of Use and Privacy Policy pages.