At Melangefashion, operated by Havrix Zone Private Limited, we are dedicated to offering a seamless and reliable shopping experience for our customers. We prioritize fairness and transparency in addressing consumer concerns. Our Grievance Redressal Policy ensures that any issues are resolved promptly, professionally, and in line with applicable laws.  

Definition of a Grievance  

A grievance is any complaint or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks resolution. This may include, but is not limited to:  

• Concerns regarding product quality, defects, or sizing issues.  
• Incorrect, delayed, or missing deliveries.  
• Payment-related problems.  
• Issues with returns, refunds, or exchanges.  
• Dissatisfaction with customer service.  
• Questions or concerns regarding our policies.  

How to Submit a Grievance  

If you face any concern, you can raise it through our support channels. The process is as follows:  

Step 1: Visit the Support Section    
Go to the "Help Centre" or "Contact Us" area on our platform.  

Step 2: Select Your Issue    
Choose the appropriate category or topic that best describes your grievance.  

Step 3: Submit Your Request    
Provide all relevant details, including your order ID, a description of the issue, and any supporting photos or documents.  

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

Escalation to Grievance Officer  

If your issue remains unresolved or you are dissatisfied with the initial resolution, you may escalate the matter to our designated Grievance Officer. In compliance with the Information Technology Act, 2000, and other applicable laws, Melangefashion has appointed a dedicated Grievance Redressal Officer responsible for overseeing complaint resolution, ensuring fairness, and addressing escalated concerns.  

You can reach the Grievance Officer via email at havrixzonepvtltd@gmail.com.  

Grievance Resolution Process  

Acknowledgment Notice: We will notify you of grievance receipt within 48 hours by email.  

Unique Ticket/Reference ID: A unique grievance ID will be generated and shared for tracking purposes.  

Resolution Timeline: Our team, along with the Grievance Officer, will aim to resolve grievances at the earliest, typically within 7 working days or as required by law.  

Updates & Communication: You will receive regular updates regarding the progress of your grievance through your registered contact method.  

Closure of Grievance  

The matter will be marked as resolved under the circumstances below:  

• When you receive a satisfactory resolution from the support team or Grievance Officer.  
• When there is no response from you within a reasonable timeframe after a resolution has been proposed.  
• When a final resolution has been communicated in accordance with our internal policies and applicable laws.  

Contact Information  

For any queries or to initiate a grievance, please contact our support team at: havrixzonepvtltd@gmail.com.  

Note  

This policy may be updated periodically. Please refer to the Terms of Use and Privacy Policy pages for the latest version.