Grievance Redressal Policy – FazzShop

1. Objective

The objective of this policy is to provide a transparent, timely, and effective mechanism for users to raise and resolve grievances. We strive to acknowledge and address all complaints in a fair and consistent manner.

2. Scope

This policy applies to all users, customers, and visitors of our website fazzshop.com (the “Site”) who wish to lodge a complaint regarding:

• Product quality, delivery, returns, or refunds;
• Unauthorized transactions or payment issues;
• Violation of privacy or data protection rights;
• Inappropriate content, user conduct, or security concerns;
• Any other issues related to our services.

3. Grievance Officer

In compliance with the IT Rules, 2021, we have appointed a Grievance Officer to handle complaints. All grievances should be directed to the officer designated below:

4. How to File a Grievance

You may file a complaint by sending an email to the Grievance Officer at the address above. To help us address your concern effectively, please include the following information:

• Your full name and contact details (email, phone number);
• Order number (if applicable);
• A clear description of the issue, including relevant dates, screenshots, or supporting documents;
• The specific relief sought.

You may also lodge a grievance by postal mail to the physical address mentioned above. For faster resolution, email is preferred.

5. Grievance Redressal Process

Once we receive your complaint, we will follow these steps:

• Acknowledgment: The Grievance Officer will acknowledge receipt within 24 hours (excluding weekends and public holidays).
• Review & Investigation: We will examine the issue, gather relevant records, and, if necessary, coordinate with internal teams or third-party partners.
• Resolution: We aim to resolve the grievance within 15 business days. If the matter requires more time, we will inform you of the expected timeline.
• Closure: Upon resolution, we will communicate the outcome to you. If you are not satisfied, you may escalate as described below.

6. Escalation Mechanism

If your grievance is not resolved to your satisfaction within the prescribed time, or if you are dissatisfied with the response, you may escalate the matter:

• Level 1: Write to the Grievance Officer with a reference to the previous communication.
• Level 2: If the issue remains unresolved, you may approach the designated Nodal Officer (if applicable) by writing to nodal@fazzshop.com.
• External Remedies: For matters concerning data protection, you may also file a complaint with the relevant supervisory authority in India (such as the Data Protection Board once established under the DPDP Act). For consumer disputes, you may approach the appropriate consumer forum.

7. Time Limits for Filing Grievances

To ensure efficient handling, we encourage users to file grievances as soon as possible after the incident. For product-related issues, please file within the warranty or return period. For data privacy or other non-product matters, we request that complaints be raised within 30 days of the incident. However, we will consider late complaints on a case-by-case basis if there is a reasonable explanation for the delay.

8. Confidentiality and Non-Retaliation

All grievances will be handled with strict confidentiality. We will not disclose your personal information unless required by law or with your consent. We also maintain a strict non-retaliation policy: no user will face adverse action for raising a genuine grievance in good faith.

9. False or Frivolous Complaints

We take all complaints seriously. However, if we determine that a grievance is made maliciously, frivolously, or in bad faith, we reserve the right to reject it and, where appropriate, take necessary actions to protect our interests.

10. Record Keeping

We maintain records of all grievances received and their resolution. These records are retained for a minimum period of five years to comply with regulatory requirements and to facilitate continuous improvement.

11. Changes to This Policy

We may update this Grievance Redressal Policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.

12. Contact Information

For any questions regarding this policy or to submit a grievance, please contact:

For general inquiries not related to grievances, please use info@fazzshop.com.