Grievance Redressal Policy  

At  Maroondoor, our priority is to ensure a smooth, reliable, and transparent shopping experience for every customer. We are dedicated to providing fair resolutions while following all relevant legal standards. This policy outlines how we handle grievances to ensure swift and effective resolutions.  

Definition of a Grievance  

A grievance is any dissatisfaction or issue arising from a purchase made through our platform for which the customer seeks a resolution. This can include, but is not limited to, matters such as product defects or quality concerns, delays or errors in delivery, payment disputes, return or refund challenges, unsatisfactory exchanges, customer service issues, or clarification requests regarding our policies.  

How to Raise a Grievance  

We encourage customers to contact us through our support channels if they have any concerns. The process is as follows:  

• Access the Help Section – Go to the “Help Centre” or “Contact Us” section on our website or mobile application.    
   
• Select the Relevant Category – Choose the most appropriate topic related to your issue.    
   
• Submit Your Details – Provide your order ID, a detailed description of the concern, and any supporting documents or images.    
   

Once your query is submitted, our customer support team will review it and respond promptly.  

Escalating to the Grievance Officer    
If your concern remains unresolved or you are not satisfied with the resolution provided by our customer support team, you may escalate the matter to our appointed Grievance Redressal Officer, as per the provisions of the Information Technology Act, 2000 and all relevant laws. The Grievance Officer is responsible for monitoring the complaint process, ensuring fairness, and resolving escalated matters. You can contact the Grievance Officer at  icommerceconnectpvtltd4@gmail.com /icommerceconnectauthorize075@gmail.com.  

Grievance Resolution Procedure  

• Acknowledgement – An email confirmation of your grievance submission will be sent to you within 48 hours.    
   
• Tracking ID – A unique grievance reference number will be assigned to help you track the progress.    
   
• Resolution Timeline – We strive to resolve grievances promptly, generally within 7 working days, or as per applicable legal requirements.    
   
• Regular Updates – You will be kept informed of the status of your grievance through your registered communication channel.  

Closure of Grievance    
A grievance will be deemed closed under the following circumstances:  

• A satisfactory resolution has been provided and accepted by the customer.    
   
• The customer does not respond within a reasonable time after receiving our proposed resolution.    
   
• A final decision has been communicated in line with our policies and relevant legal provisions.  

Contact Information    
For further assistance or to initiate a grievance, please contact us at  icommerceconnectpvtltd4@gmail.com /icommerceconnectauthorize075@gmail.com.  

Note: This policy may be updated periodically. Please refer to our Terms of Use and Privacy Policy for the most recent version.