Grievance Redressal Policy

At Streetlooms, managed by Premag Innovations our focus is on delivering a reliable and transparent shopping journey to every customer. We prioritize fair practices and clarity while handling consumer-related matters. This Grievance Redressal Policy ensures that all concerns are managed promptly, responsibly, and as per applicable legal frameworks.

Definition of a Grievance

A grievance refers to any dissatisfaction or problem faced by a user in relation to products or services obtained via our platform. This may cover, but is not confined to, product defects or quality concerns, delivery delays or errors, payment disputes, return/refund/exchange issues, dissatisfaction with customer assistance, or doubts related to company policies.

Steps to File a Grievance

Customers can raise their concerns through our dedicated support facilities. The process is as follows:

• Access Support Section
  Go to the “Help Centre” or “Contact Us” page on our website or mobile application.
   
• Select the Concern Type
  Pick the suitable category that matches your issue.
   
• Fill in Details
  Mention relevant information such as order ID, description of the problem, and attach supporting images or documents, if any.

After submission, our service team will evaluate the grievance and provide an appropriate response.

Escalation Procedure

If the initial resolution provided by the customer care division is unsatisfactory, you may escalate the complaint to our officially designated Grievance Redressal Officer, appointed in accordance with the Information Technology Act, 2000 and other governing laws. This officer ensures proper monitoring, fair treatment, and closure of unresolved cases. Customers can reach the Grievance Officer via email at premaginnovations@gmail.com.

Grievance Handling Framework
 

• Acknowledgment: Every grievance will be acknowledged within 48 hours through email.
   
• Unique ID Generation: A special grievance reference number will be issued for tracking purposes.
   
• Resolution Timeline: Our support representatives, along with the Grievance Officer, will attempt to resolve matters typically within 7 working days, or within the legally required period.
   
• Communication: Progress updates will be shared using your registered contact details until closure.

Closure of Complaints

A grievance will be treated as closed when:

• A resolution satisfactory to the customer is delivered.
   
• The customer does not reply within a reasonable timeframe after receiving a proposed solution.
   
• A final resolution is shared in compliance with internal policies and governing laws.

Contact Information

For grievances or additional support, please email us at premaginnovations@gmail.com.

Note: This document may undergo updates from time to time. For the latest version, kindly review our Terms of Use and Privacy Policy pages.