At Boldatire, we value every customer’s experience, from selecting a style to receiving an order. We are committed to handling customer concerns with fairness, clarity, and due attention. Our Grievance Redressal Policy establishes a structured process for receiving, reviewing, and resolving concerns associated with our products, services, orders, and customer support, in accordance with applicable laws and regulations.
Understanding a Grievance
A grievance means any concern, complaint, or dissatisfaction connected with a product or service purchased through our platform where the customer requires assistance or resolution. This may cover, among other matters, concerns regarding product quality, damaged or defective items, incorrect orders, delivery delays, payment difficulties, return, refund, or exchange-related matters, customer service experiences, or questions concerning our website policies and procedures.
Submitting a Grievance
Customers who wish to report an issue may contact us through the support options provided on our website or mobile application. To help us understand and address the matter efficiently, please follow these steps:
Access Help Centre or Contact Us
Visit the "Help Centre" or "Contact Us" section available on our website or mobile application.
Identify the Relevant Concern
Select the category, subject, or issue that most closely corresponds to your concern.
Share the Required Information
Submit the relevant details, including your order ID, a clear explanation of the concern, and any supporting documents, photographs, or other information that may assist with the review.
After receiving your submission, our customer support team will assess the information provided and communicate the appropriate response or resolution.
Escalation to the Grievance Officer
Where a concern has not been resolved through our regular customer support process, or where you remain dissatisfied with the response received, you may request further review by our designated Grievance Officer, subject to the provisions of the Information Technology Act, 2000, and other applicable laws.
For maintaining accountability and supporting an appropriate complaint-resolution process, Boldatire has appointed a designated Grievance Redressal Officer. The officer oversees escalated complaints and reviews unresolved concerns in accordance with our internal procedures and applicable legal requirements. Customers may contact the Grievance Officer through clarionfuturepvtltd@gmail.com.
Grievance Resolution Process
Acknowledgement: Upon receiving your grievance, we will acknowledge it within 48 hours through your registered email address or other applicable communication channel.
Grievance Reference Number: A unique grievance or reference ID will be assigned to your complaint and shared with you wherever applicable, allowing the matter to be identified during subsequent communication.
Resolution Period: Our customer support team and, where necessary, the Grievance Officer will work towards addressing the matter as promptly as reasonably possible, generally within 7 working days, or within the period required under applicable laws.
Progress Updates: Where further review is required, relevant updates regarding the status of your grievance will be communicated through your registered communication method.
When a Grievance is Closed
A grievance may be treated as closed or resolved in any of the following situations:
When an appropriate resolution has been provided by our customer support team or Grievance Officer and the matter has been addressed.
When the customer does not respond to further communication within a reasonable period after a resolution or clarification has been provided.
When a final response or resolution has been communicated in accordance with our applicable policies and legal requirements.
Contact Information
For additional assistance, clarification, or to submit a grievance, you may contact us at clarionfuturepvtltd@gmail.com. Please provide relevant order details and supporting information wherever applicable so that we can review your concern appropriately.
Policy Updates
Boldatire may review and modify this Grievance Redressal Policy periodically to reflect changes in our processes, services, or applicable legal requirements. Customers are encouraged to refer to the latest versions of our Terms of Use and Privacy Policy for the most current information governing the use of our website and services.