Grievance Redressal Policy 

At  luxeauraz, we recognize that selecting the perfect accessory is a personal experience where every detail counts. 

Your feedback is important to us, and we are committed to addressing your concerns with care, respect, and efficiency. This policy explains how we handle grievances related to our products, services, or overall customer experience. 

Our approach focuses on transparency and fairness, ensuring that each issue is resolved promptly and communicated clearly. References to “we,” “our,” or “us” refer to  luxeauraz, and “you,” “your,” or “customer” refers to our valued shoppers. 

We adhere to all applicable laws in reviewing and resolving concerns. If any aspect of your experience falls short of expectations, you can rely on us to listen carefully and work toward a satisfactory solution. Your trust matters, and we strive to make every interaction smooth, fair, and reassuring. 

What is a Grievance? 

A grievance is any concern or dissatisfaction you encounter while interacting with us that does not meet your expectations. This may include issues such as receiving a damaged or incorrect product, delays in shipping, payment problems, challenges with returns or refunds, or unsatisfactory customer service. 

We encourage you to share your concerns openly. Doing so helps us understand areas for improvement and ensures your issue is addressed promptly and fairly. Your feedback is invaluable in helping us enhance our services and create a smoother, more enjoyable shopping journey for all customers. 

How to Raise a Grievance 

While selecting the perfect accessory should be a seamless experience, occasional issues may arise. When they do, reporting your concern is simple and straightforward: 

• Start at Our Support Pages: Visit the “Help Centre” or “Contact Us” section on our website or mobile app. 
• Select the Relevant Issue: Choose the option that best matches your concern to direct it to the appropriate team quickly. 
• Provide Complete Information: Include your order ID, a detailed description of the problem, and any supporting photos or documents. 
   

Once submitted, our support team will carefully review your case and provide a resolution tailored to your situation. Our goal is to ensure every interaction with our accessories is satisfying. If an issue arises, contact us immediately—we are here to guide you and resolve your concerns efficiently. 

Escalation to Grievance Officer 

If your concern is not fully resolved through initial support, you have the right to request a further review.  luxeauraz has appointed a Grievance Redressal Officer to handle escalated cases impartially. 

The officer reviews all concerns in accordance with the Information Technology Act, 2000, and other applicable regulations. You can contact the Grievance Officer directly at ecofleminnovationsprivatelimit@gmail.com. Every concern is taken seriously, and we are committed to working with you until a fair and satisfactory resolution is reached. 

Grievance Handling Process 

We understand that every accessory you select is personal, and issues along the way can be frustrating. Our grievance handling process ensures prompt attention and transparency: 

• Acknowledgment Without Delay: You will receive a confirmation email within 48 hours confirming your grievance has been logged. 
• Case Identification: Each concern is tracked with a unique reference or ticket number, allowing you to monitor progress while enabling efficient management. 
• Swift Resolution Commitment: Most grievances are resolved within 7 working days unless additional legal or procedural steps are required. 
• Regular Communication: You will receive timely updates via your preferred contact method to ensure transparency throughout the process. 
   

Sharing your concerns helps us improve our services, and we handle every grievance with fairness, care, and professionalism. 

Closure of Grievance 

A grievance is considered closed when: 

• Resolution Meets Your Expectations: The solution provided fully addresses your concern. 
• Lack of Further Communication: If no response is received after a reasonable period following a proposed resolution, the grievance is considered closed. 
• Final Outcome Shared: Once a definitive decision has been communicated according to our processes and legal requirements, the grievance is concluded. 
   

These steps ensure every concern is handled thoughtfully, fairly, and with a commitment to your satisfaction. 

Connect With Us Anytime 

Shopping for the perfect accessory should be enjoyable and stress-free. If you have any questions, need assistance, or want to share feedback, contact us at ecofleminnovationsprivatelimit@gmail.com. 

Our dedicated team will respond promptly, providing guidance and support to ensure your experience is smooth, effortless, and enjoyable. 

A Quick Reminder 

 luxeauraz is committed to making your shopping experience seamless. Policies may be updated periodically to reflect improvements or legal requirements. 

We encourage you to review our Terms of Use and Privacy Policy regularly. Your feedback helps us continuously enhance our services and ensure that shopping with us remains enjoyable, secure, and tailored to your needs.