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:

1. Access the Help Section – Go to the “Help Centre” or “Contact Us” section on our website or mobile application.
    
2. Select the Relevant Category – Choose the most appropriate topic related to your issue.
    
3. 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.

RISK FACTOR POLICY

1. General Acknowledgment of Risk

By placing an order on our website, customers accept that online shopping involves certain inherent risks. While we make every effort to present accurate product descriptions and high-quality images, slight variations in color, texture, fit, or finish may occur due to factors such as device screen resolution, lighting conditions, or individual visual perception. We encourage customers to carefully review all product details and contact our support team for clarification before completing a purchase.

2. Product Availability and Inventory Risk

All items displayed on our platform are offered subject to availability. Despite our regular inventory updates, sudden demand surges or technical issues may occasionally cause stock inconsistencies. In such cases, we reserve the right to modify, delay, or cancel orders as necessary. Affected customers will be notified promptly and offered alternative products or refunds where applicable.

3. Color Representation Disclaimer

We make every effort to represent product colors as accurately as possible. However, variations in display settings, device types, and lighting environments can cause minor differences between the actual product and what is shown on screen. Such differences are normal and do not qualify as defects or misrepresentation.

4. Shipping and Transit Risk

Once your order leaves our facility, it is handled by third-party logistics providers. While we work with reputable courier partners, delivery delays, damages, or losses during transit may occasionally occur due to unforeseen circumstances beyond our control. Should this happen, we will assist in resolving the matter to the best of our ability. Customers are advised to contact our support team promptly if they experience any delivery-related issues.

5. Third-Party Content and External Risks

Our website functions independently and does not promote or endorse any third-party platforms or links. We have no affiliations with external websites, and any claims suggesting otherwise should be approached with caution. If you encounter any third-party source falsely claiming an association with us, please report it immediately. We disclaim responsibility for any interactions, content, or transactions conducted through such unauthorized sources.