Grievance Redressal Policy  

At Elitelookz managed by Clovent Partners Private Limited , we are committed to delivering a reliable and trustworthy shopping experience. We emphasize fairness and transparency in addressing customer concerns. This Grievance Redressal Policy outlines how complaints are handled efficiently, professionally, and in accordance 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, where the customer seeks resolution. This may include, but is not limited to:  

• Issues related to product quality or defects  
• Incorrect or delayed deliveries  
• Payment-related concerns  
• Problems with returns, refunds, or exchanges  
• Dissatisfaction with customer service  
• Queries related to our policies  

How to Raise a Grievance  

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

Visit Help Centre or Contact Us Page   
Navigate to the “Help Centre” or “Contact Us” section on our website or mobile application.  

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

Submit Your Request   
Provide all required details, including your order ID, a clear description of the issue, and any supporting documents or images.  

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

Escalation to Grievance Officer  

If your issue remains unresolved or you are not satisfied with the response provided, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable laws.  

Elitelookz has appointed a dedicated Grievance Redressal Officer to oversee complaint resolution, ensure fairness, and handle escalated matters. 

Grievance Handling Process  

• Acknowledgement: Your grievance will be acknowledged within 48 hours via email.  
• Reference ID: A unique ticket or grievance ID will be generated and shared for tracking purposes.  
• Resolution Timeline: We aim to resolve concerns as quickly as possible, generally within 7 working days or as required by applicable laws.  
• Updates: You will receive regular updates on the status of your grievance through your registered communication method.  

Closure of Grievance  

A grievance will be considered resolved under the following conditions:  

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

Contact Us  

For any further queries or to raise a grievance, please contact us at: cloventpartnerspvtltd5@gmail.com.  

Note  

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