Grievance Redressal Policy  

At Luxecollectionz operated by Urbanedge Solutions, we are dedicated to delivering a reliable and transparent shopping experience. We are committed to addressing customer concerns fairly and efficiently. This Grievance Redressal Policy outlines the process through which issues are handled in a timely and professional manner, in accordance with applicable laws. 

What is a Grievance? 

A grievance refers to any concern, complaint, or dissatisfaction related to a product or service purchased through our platform, for which a resolution is sought. This may include, but is not limited to, issues related to product quality, defects, incorrect or delayed delivery, payment concerns, return or refund issues, service-related dissatisfaction, or questions regarding our policies. 

How to Submit a Grievance 

If you have a concern, you may contact us through the following process: 

Access the Help Section 
Visit the “Help Centre” or “Contact Us” section on our website or mobile application. 

Choose the Relevant Category 
Select the issue type that best matches your concern. 

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

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

Escalation to Grievance Officer 

If your concern is not resolved satisfactorily or remains pending, you may escalate the matter to our designated Grievance Officer, as per the provisions of the Information Technology Act, 2000 and other applicable laws. 

Luxecollectionz has appointed a Grievance Officer responsible for overseeing complaint resolution, ensuring fairness, and handling escalated matters. You may contact the Grievance Officer at: urbenedgesolutions@gmail.com. 

Grievance Handling Process 

• Acknowledgment: Your grievance will be acknowledged within 48 hours via email. 
   
• Reference ID: A unique ticket or reference ID will be generated to help you track the status of your complaint. 
   
• Resolution Timeline: We aim to resolve all grievances promptly, typically within 7 working days, or within the timeframe required by applicable laws. 
   
• Communication Updates: You will receive updates regarding the progress of your complaint through your registered communication channel. 

Closure of Grievance 

A grievance will be considered resolved under the following circumstances: 

• When a satisfactory resolution has been provided by our support team or Grievance Officer. 
   
• When there is no response from your end within a reasonable time after a resolution is offered. 
   
• When a final decision has been communicated in line with our policies and applicable laws. 

Contact Us 

For any concerns or to raise a grievance, please contact us at: urbenedgesolutions@gmail.com. 

Note 

This policy may be updated from time to time. For the latest version, please refer to our Terms of Use and Privacy Policy.