At Hera Glows, we are dedicated to delivering a reliable and seamless shopping experience for our customers. We value fairness, transparency, and timely resolution of all customer concerns. This Grievance Redressal Policy has been established to ensure that any issues raised by customers are handled efficiently, professionally, and in compliance with applicable laws. 

What is a Grievance? 

A grievance refers to any concern, complaint, or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks resolution. This includes, but is not limited to, matters related to product quality or defects, incorrect or delayed deliveries, payment issues, return, refund, or exchange concerns, dissatisfaction with customer service, and queries regarding our policies. 

How to Raise a Grievance 

If you have any concerns, we encourage you to contact us through our available support channels. The process is as follows: 

Visit Our Contact Us Page 
Access the “Contact Us” section on our website. 

Select Your Issue 
Choose the appropriate category or topic that best describes your concern. 

Submit Your Query 
Provide complete details, including your order ID, a clear description of the issue, and any relevant supporting documents or images. 

Once your request is submitted, our support team will review the grievance and respond accordingly. 

Escalation to Grievance Officer 

If your concern is not resolved to your satisfaction or remains unresolved after interaction with our customer support team, you may escalate the issue to our designated Grievance Officer, in accordance with the Information Technology Act, 2000, and other applicable laws. 

To ensure legal compliance and accountability, Hera Glows has appointed a dedicated Grievance Redressal Officer who oversees the complaint resolution process, ensures fair handling, and addresses escalated or unresolved grievances. You may contact the Grievance Officer via email at zenithwaysolutionspvtltd@gmail.com. 

Grievance Handling Process 

• Acknowledgement: Receipt of your grievance will be acknowledged within 48 hours via email. 
• Unique Ticket / Reference ID: A unique grievance or reference ID will be generated and shared to help you track the status of your complaint. 
• Resolution Timeline: Our team, in coordination with the Grievance Officer, will make every effort to resolve the grievance at the earliest, generally within 7 working days, or within the timeframe prescribed under applicable laws. 
• Updates & Communication: You will receive regular updates regarding the progress of your grievance through your registered communication channel. 

Closure of Grievance 

A grievance will be considered closed under the following circumstances: 

• When a satisfactory resolution has been provided by our support team or Grievance Officer. 
• When there is no response from the customer within a reasonable period after a resolution has been offered. 
• When a final resolution has been communicated in accordance with our policies and applicable laws. 

Contact Us 

For further queries or to raise a grievance, please contact us at zenithwaysolutionspvtltd@gmail.com. 

Note 

This policy may be revised periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.