Grievance Redressal Policy  

At Glownsharp, operated by Vacitro It Solutions, we prioritize offering every customer a smooth and trustworthy shopping experience when purchasing accessories. Our principle rests on fairness, accountability, and open communication while dealing with consumer concerns. This Grievance Redressal Policy has been prepared to make sure that complaints are addressed promptly, respectfully, and strictly in accordance with the applicable legal standards.    

Meaning of a Grievance    
A grievance is any form of dissatisfaction, dispute, or objection raised by a customer concerning an accessory purchased on our platform, where the customer expects a proper resolution. Such issues may include—but are not limited to—product quality concerns or accessory defects, delays in shipment, receipt of incorrect deliveries, complications in payments, challenges with exchange, return or refund processes, poor response from customer support, or clarifications regarding our policy statements.    

Steps to Register a Grievance    
Customers facing issues are requested to use the available support channels to notify us. The step-by-step procedure is given below:    
Navigate to Help/Contact Section:    
Visit the “Help Centre” or “Contact Us” page via our website or mobile app.    
Choose the Suitable Category:    
Pick the subject classification that closely matches the concern being raised.    
Provide Complete Information:    
Share essential details such as the order ID, a clear description of the complaint, and include supporting documents or images where necessary.    
Once a grievance is submitted, our support staff will carefully assess it and respond with appropriate solutions.    

Escalation to Grievance Officer    
In cases where the issue is unresolved or the customer is unsatisfied with the response, it can be escalated to the officially designated Grievance Officer. This process follows the requirements of the Information Technology Act, 2000, as well as other governing regulations.    
To maintain transparency and compliance, Glownsharp has nominated a Grievance Redressal Officer who supervises complaint resolution, ensures neutrality, and handles cases not settled at the first level. Customers can connect with the officer directly via email at vacitroitsolutions@gmail.com.    

Grievance Management Process  

• Acknowledgement  – The grievance will be formally acknowledged within 48 hours via an email confirmation.    
   
• Resolution Period – Our team, along with the Grievance Officer, will work towards closure of the issue typically within 7 working days, or within the timeline mandated by law.    
   
• Regular Updates – The customer will receive consistent updates on the progress through their registered communication channel.    
   

Closure of Grievances    
A grievance will be considered closed under any of the following conditions:  

• When a satisfactory resolution is provided by the support team or the Grievance Officer.    
   
• When no response is received from the customer within a reasonable period after a resolution is proposed.    
   
• When a final decision is communicated in line with our stated policies and applicable laws.    
   

Contact Details    
For any grievance or further assistance, customers may reach out to us at vacitroitsolutions@gmail.com.  

Note: This policy may be updated periodically. Please review our Terms of Use and Privacy Policy for the most recent version.