At The Mensbay, we are dedicated to delivering a reliable and smooth shopping experience to our customers. We uphold fairness and transparency in addressing all consumer concerns. This Grievance Redressal Policy ensures that any issues raised are handled promptly, professionally, and in accordance with applicable regulations.
Definition of a Grievance
A grievance is any dissatisfaction or problem that arises from a product or service purchased on our platform, which the customer seeks to resolve. This includes, but is not limited to, concerns about product quality or defects, incorrect or delayed deliveries, payment-related problems, issues with returns, refunds, or exchanges, dissatisfaction with customer service, and questions related to our policies.
Procedure to Raise a Grievance
If you encounter any issue, we encourage you to contact us through our support channels. The process is as follows:
1. Visit Help Centre or Contact Page
Go to the "Help Centre" or "Contact Us" section on our website or mobile application.
2. Select Relevant Issue
Pick the category or topic that closely relates to your concern.
3. Submit Required Details
Provide complete information, including order ID, a detailed description of the issue, and any supporting documents or images.
Once submitted, our support team will review your grievance and respond appropriately.
Escalation to Grievance Officer
If your issue is unresolved or you are dissatisfied with the solution provided by our customer care team, you may escalate it to our appointed Grievance Officer, in line with the Information Technology Act, 2000, and other applicable laws.
To maintain accountability and ensure legal compliance, The Mensbay has designated a Grievance Redressal Officer. The officer monitors the resolution process, guarantees fairness, and handles any unresolved or escalated grievances. You can reach the officer via email at spriggytechnologies@gmail.com.
Grievance Handling Process
Acknowledgement: Your grievance will be acknowledged within 48 hours through email. Unique Ticket/Reference ID: A unique grievance ID will be issued for you to track the status of your complaint.
Resolution Timeline: Our team, together with the Grievance Officer, will strive to resolve your grievance as quickly as possible, generally within 7 working days, or as per applicable laws.
Updates & Communication: You will receive regular updates on the progress via your registered communication method.
Closure of Grievance
A grievance will be considered closed under the following conditions:
Upon receiving a satisfactory resolution from our support team or Grievance Officer.
If you do not respond to our communications within a reasonable timeframe after a resolution is proposed.
When a final resolution has been communicated in line with our policies and relevant laws.
Contact Information
For further queries or to file a grievance, please contact us at spriggytechnologies@gmail.com.
Note
This policy may be updated periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.