At Ivorythreadz, operated by Mindxcel IT Services Private Limited, we are dedicated to providing a transparent, fair, and dependable shopping experience. In this policy, “we,” “our,” and “us” refer to Mindxcel IT Services Private Limited, while “you,” “your,” and “user” refer to customers placing orders on our platform. We aim to handle grievances promptly, professionally, and in accordance with applicable laws.

What Constitutes a Grievance

A grievance is any complaint, concern, or dissatisfaction related to products or services on our platform. Examples include:

• Defective products or issues with quality
• Incorrect, delayed, or failed deliveries
• Payment failures or transaction problems
• Difficulties with returns, exchanges, or refunds
• Concerns regarding interactions with customer support
• Requests for clarification on policies

Submitting a Grievance

To raise a grievance, follow these steps:

• Access Help Centre / Contact Page: Visit the “Help Centre” or “Contact Us” section on our website or app
• Select Category: Choose the category that best describes your issue
• Provide Details: Include your Order ID, a clear description of the problem, and attach any supporting documents or images
• Review & Submit: Our support team will review your submission and respond accordingly

Escalation to Grievance Officer

If your grievance is unresolved or you are not satisfied with the initial response:

• Escalate the issue to our designated Grievance Officer
• The escalation process follows the Information Technology Act, 2000 and other applicable laws
• The Grievance Officer ensures fair and thorough resolution of escalated complaints
• Contact: Reach the Grievance Officer at mindxcelitsolutionspvtltd@gmail.com

Grievance Resolution Process

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email
• Tracking ID: A unique reference number is assigned to monitor progress
• Resolution Timeline: Complaints are generally resolved within 7 working days or as per legal requirements
• Regular Updates: You will be periodically informed of your grievance status via registered contact details

Closure of Grievance

A grievance is considered resolved when:

• A satisfactory resolution has been provided by the support team or Grievance Officer
• No response is received from you within a reasonable timeframe after the resolution is communicated
• A final decision has been issued in accordance with our policies and legal obligations

Contact Information

For queries, assistance, or to submit a grievance, contact us at:
mindxcelitsolutionspvtltd@gmail.com

We are committed to resolving your concerns promptly, fairly, and transparently.