At Urban Weavez, powered by ERP IT Solutions, we aim to create a shopping space where you feel supported, valued, and heard. Even with thorough care, concerns may sometimes arise, and this Grievance Redressal Policy outlines how such concerns are addressed with fairness, clarity, and lawful responsibility.
A grievance refers to any concern or dissatisfaction a customer experiences while using our platform that requires our attention. This may include issues related to product condition, delivery errors, payment troubles, return difficulties, refund delays, or unresolved customer service interactions. It also includes questions or clarifications regarding any of our policies that impact your experience.
In short, any matter that affects your shopping journey and requires assistance from our team will be treated as a grievance.
We encourage every customer to share concerns in a clear manner so we can provide timely help. To submit a grievance, begin by visiting the Help Centre or Contact Us page available on our website or app. Choose the category that best reflects your issue and fill in the form with your details.
Please include information such as your Order ID, a description of the problem, and any images or documents that support your claim. Once submitted, our team will review the grievance and respond with steps to move forward.
If your concern remains unresolved after interacting with our customer support team, you can choose to escalate the matter to our designated Grievance Officer. This process follows the guidelines laid out in the Information Technology Act, 2000, along with other applicable regulations.
The Grievance Officer at Urban Weavez oversees escalated complaints, ensures that all matters are handled transparently, and monitors the resolution path from start to finish. You may directly reach the Grievance Officer at erpitsolutionsprivatelimited@gmail.com.
We follow a structured approach to ensure your grievance is handled responsibly. After your complaint reaches us, you will receive an acknowledgment within 48-hours at your registered email address.
A unique reference number will be assigned to your grievance, allowing you to follow the status of your complaint with ease. Our team, along with the Grievance Officer when required, will work toward resolving your concern within a reasonable timeline, generally within seven working days or as required under the relevant laws.
You will continue to receive updates whenever progress is made until the grievance reaches a conclusion.
A grievance is considered resolved once we have shared a solution that you accept or when you choose not to respond to our resolution message within a reasonable period. It may also be closed when a final decision has been communicated in accordance with our policies and the legal standards that apply. In all cases, we aim for clarity and fairness to ensure a positive conclusion.
If you would like to submit a grievance or need clarity on any part of this policy, please reach out to us at erpitsolutionsprivatelimited@gmail.com. Our team is committed to addressing your concerns with care and professionalism.
This policy may undergo updates to reflect changes in internal processes or legal requirements. For the most recent version, we recommend reviewing our Terms of Use and Privacy Policy pages.