Grievance Redressal Policy   

At Mindwave Solutions, we are dedicated to providing a reliable and seamless shopping experience. We prioritize fairness, transparency, and prompt resolution of customer concerns. This policy ensures that all grievances are addressed professionally, efficiently, and in compliance with applicable laws.    

Definition of a Grievance  

A grievance refers to any complaint, concern, or dissatisfaction related to men’s or women’s accessories purchased from our platform. Examples include:  

• Receiving defective or substandard products    
   
• Incorrect, delayed, or failed deliveries    
   
• Issues related to payments or transactions    
   
• Problems with returns, exchanges, or refunds    
   
• Dissatisfaction with customer support services    
   
• Requests for clarification regarding our policies  

How to Submit a Grievance  

To raise a grievance, please follow these steps:  

1. Visit Help Centre / Contact Page:    Navigate to the “Help Centre” or “Contact Us” section on the website or mobile app    
    
2. Select Category:  Choose the option that best fits your concern    
    
3. Provide Details :    Enter your Order ID, clearly describe the issue, and attach any relevant photos or documents    
    
4. Submit Request:    Our support team will review your grievance and respond accordingly  

Escalation to Grievance Officer  

If your grievance remains unresolved or you are dissatisfied with the initial response, you may escalate the matter to our Grievance Officer:  

• Escalation is handled under the Information Technology Act, 2000, and other applicable laws    
   
• The Grievance Officer ensures impartial review of escalated cases    
   
• Contact the Grievance Officer at: mindwavesolutions58@gmail.com 

Grievance Resolution Process  

• Acknowledgement :    You will receive confirmation of receipt via email within 48 hours    
   
• Tracking ID:    A unique reference number will be provided to monitor your grievance    
   
• Resolution Timeline:    The support team and Grievance Officer aim to resolve issues within 7 working days or as required by law    
   
• Regular Updates:    Progress will be communicated through your registered contact details  

Closure of Grievance  

A grievance is considered resolved when:  

• A satisfactory resolution has been provided by the support team or Grievance Officer    
   
• No response is received from you within a reasonable period following the proposed solution    
   
• A final decision has been communicated in line with our policies and legal obligations  

Contact Information  

For assistance, questions, or to file a grievance, please reach out to: mindwavesolutions58@gmail.com.