GRIEVANCE REDRESSAL POLICY

At collectivegarb managed by Quantrive Solutions Private Limited, we understand that building trust with our customers goes beyond providing quality products and services—it also means addressing concerns with sincerity and accountability. We recognize that challenges may arise, and when they do, our priority is to ensure that every issue is heard and handled with transparency.

This policy explains the steps we take to manage and resolve customer grievances related to our services, products, or overall customer experience. Our approach is centered on fairness, openness, and timely resolution.

When the terms “we,” “our,” or “us” are used, they refer to collectivegarb. The terms “you” or “customer” refer to the individuals who engage with us and whose satisfaction is at the core of our efforts.

We are committed to addressing every concern in line with legal and regulatory requirements, ensuring that each matter is reviewed thoroughly and thoughtfully. Should you feel dissatisfied at any stage of your interaction with us, you can be assured that we will take your feedback seriously and work collaboratively toward an effective solution.

What is a Grievance?

We understand that sometimes your experience with us might not go as smoothly as you hoped, and that can be frustrating. A grievance is any concern or complaint you have when our service or products do not meet your expectations. This can happen if you receive the wrong item, a damaged product, face shipment delays, encounter payment issues, or have trouble with returns, refunds, or exchanges. Even if you feel dissatisfied with the support you received, that counts as a grievance.

Your feedback is important to us because it helps us see where we can do better. Speaking up allows us to investigate your concern thoroughly and resolve it in a fair and effective way. Every grievance you report is an opportunity for us to improve and ensure that your experience feels valued and respected.

How to Raise a Grievance

Every experience is important, and we want it to be smooth and satisfying. If anything needs attention, reaching out to us is easy, and we’re here to support you with care.

• Start With Our Support Pages: Head to the “Help Centre” or “Contact Us” section on our website or mobile app to begin the process.
• Choose the Relevant Issue: Pick the option that best describes your situation. This helps your concern reach the right team without delay.
• Share Complete Details: Fill out the form with your order ID, a clear explanation of the problem, and any supporting photos or documents. Providing full information helps us resolve your grievance faster.
• Review and Response: Once submitted, our support team carefully examines your case and works on a resolution that fits your specific circumstances.

Building trust means standing by you, especially when something goes wrong. Whenever you have concerns, know that we are ready to listen, assist, and ensure your satisfaction.

Escalation to Grievance Officer

We believe every concern deserves careful attention, and you should always feel confident that your voice will be heard. If you feel your issue needs further attention, we are ready to guide you through the next steps.

• Your Right to Escalate: When a concern remains unresolved after interacting with our customer support team, you are entitled to take it further. We are committed to helping you seek a fair and just resolution.
• Dedicated Oversight: At collectivegarb, we have appointed a Grievance Redressal Officer to handle escalated matters. This officer reviews each case carefully, ensures impartial handling, and makes certain that all processes comply with the Information Technology Act, 2000, and other relevant regulations.
• How to Reach Us: To escalate your grievance, you can contact our Grievance Officer directly via email. Providing full details helps us address your concern efficiently and transparently.

Your concerns matter to us, and we are here to ensure they are resolved properly. We are committed to listening fully, supporting you throughout the process, and achieving a resolution that leaves you confident and satisfied.

Grievance Handling Process

We understand that raising a concern takes trust, and we are here to make sure your voice is valued and acted upon. Every grievance is treated with care, clarity, and a focus on timely resolution.

• Prompt Acknowledgement: As soon as we receive your complaint, you will get a confirmation at your registered email within 48 hours, letting you know your grievance has been recorded.
• Unique Case Tracking: Each grievance is assigned a reference or ticket number. This allows you to track progress easily and ensures we manage your case efficiently from start to finish.
• Commitment to Resolution: Our aim is to resolve your grievance as quickly as possible. In most cases, you can expect a response within seven working days unless specific legal requirements dictate otherwise.
• Consistent Updates: We prioritize keeping you informed. Regular updates will be sent via your preferred contact method so that you are aware of every step in the process.

Your concerns guide us toward improvement, and we promise to handle your grievance with complete dedication and transparency. You can rely on us to support you until a satisfactory resolution is achieved.

Closure of Grievance

We value every concern you bring to us and aim to ensure each one reaches a proper and clear conclusion. Knowing how and when a grievance is considered closed helps you stay informed and confident in the process.

A grievance is officially closed when any of the following situations occur:

• Resolution Satisfies You: When the solution provided by our support team or Grievance Officer fully addresses your concern to your satisfaction.
• No Further Response: If we share a proposed resolution and do not receive a reply from you within a reasonable timeframe, we will consider the matter resolved and close the case.
• Final Decision Communicated: Once a definitive outcome has been delivered according to our internal procedures and applicable legal standards.

Your concerns guide our efforts, and we remain ready to assist whenever needed. Once one of these conditions is met, the grievance is formally concluded, confirming that the matter has been addressed completely.

Connect With Us Anytime

We are here to listen and support you whenever you need us. Whether you have questions, want more information, or need to report a concern, connecting with us is easy. Simply send an email to quantrivesolutionsprivatelimit@gmail.com, and our team will respond with care and attention.

A Quick Reminder

We want to keep you truly informed so that your journey with us remains clear and dependable. Policies are meant to evolve with time, and keeping you updated helps us serve you better.

From time to time, this policy may be revised to reflect the latest legal requirements and to improve the way we address your needs. For the most accurate and updated information, we encourage you to review our Terms of Use and Privacy Policy pages on a regular basis.