At Fashiongoalsz, managed by Ecliptica Collective Labs Private Limited, we are committed to delivering a reliable and seamless shopping experience for every customer. We value fairness, transparency, and prompt resolution of customer concerns. This Grievance Redressal Policy outlines the process through which complaints are handled efficiently, professionally, and in accordance with applicable laws.  

What is a Grievance?  

A grievance refers to any complaint, concern, or dissatisfaction relating to a product or service purchased through our platform for which a customer seeks a resolution. This may include, but is not limited to, issues concerning product quality or defects, incorrect or delayed deliveries, payment-related concerns, return, refund, or exchange requests, customer service experiences, and questions relating to our policies.  

How to Raise a Grievance  

If you have a concern, we encourage you to contact us through our available support channels. The grievance process is outlined below:  

1. Visit our Help Centre or Contact Us Page  

Access the  Help Centre or  Contact Us section available on our website or mobile application.  

1. Select Your Issue  

Choose the category or subject that best matches the concern you wish to report.  

1. Submit Your Query  

Provide all relevant information, including your Order ID, a detailed description of the issue, and any supporting images or documents.  

Once your request has been submitted, our customer support team will review your grievance and respond accordingly.  

Escalation to Grievance Officer  

If your concern is not resolved to your satisfaction or you remain dissatisfied with the response provided by our customer support team, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws.  

To ensure transparency and regulatory compliance, Fashiongoalsz has appointed a dedicated Grievance Redressal Officer. The officer is responsible for supervising the grievance resolution process, ensuring fair handling of complaints, and reviewing unresolved or escalated matters. You may contact the Grievance Officer via email at eclipticacollectivelabspvtltd@gmail.com.  

Grievance Handling Process  

Acknowledgement: We will acknowledge receipt of your grievance via email within 48 hours of receiving your complaint.  

Unique Ticket/Reference ID: A unique grievance reference number will be generated and shared with you so that you can track the progress of your complaint.  

Resolution Timeline: Our support team, together with the Grievance Officer where applicable, will make every reasonable effort to resolve your grievance as quickly as possible, generally within 7 working days or within the period prescribed under applicable laws.  

Updates & Communication: You will receive regular updates regarding the status and progress of your grievance through your registered communication channel.  

Closure of Grievance  

Your grievance will be considered resolved and closed under the following circumstances:  

• When you receive a satisfactory resolution from our customer support team or the Grievance Officer.  
• When you do not respond to our communications within a reasonable period after a resolution has been provided.  
• When a final decision has been communicated in accordance with our policies and applicable legal requirements.  

Contact Us  

For any additional questions or to submit a grievance, please contact us at: eclipticacollectivelabspvtltd@gmail.com.  

Note  

This Grievance Redressal Policy may be revised periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.