Grievance Redressal Policy 

At Colourbees, managed by Kalpruksh Pro Private Limited, we are committed to delivering a transparent, fair, and reliable shopping experience. In this policy, “we,” “our,” and “us” refer to Kalpruksh Pro Private Limited, while “you,” “your,” and “user” refer to our valued customers. We aim to address grievances promptly, professionally, and in compliance with applicable laws.

Definition of a Grievance

A grievance refers to any complaint, concern, or dissatisfaction related to products or services obtained through our platform. Common examples include:

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

How to Submit a Grievance

To raise a grievance, follow these steps:

1. Access Help Centre / Contact Page: Navigate to the “Help Centre” or “Contact Us” section on our website or app
    
2. Select Category: Choose the category that best matches your issue
    
3. Provide Details: Include your Order ID, a clear description of the issue, and attach any supporting documents or images
    
4. Review & Submit: Our support team will review your submission and respond appropriately

Escalation to Grievance Officer

If your grievance remains unresolved or you are dissatisfied with the response:

• Escalate the matter to our Grievance Officer
   
• The escalation process follows the Information Technology Act, 2000 and other applicable laws
   
• The Grievance Officer ensures thorough and fair handling of escalated complaints

Grievance Resolution Procedure

• Acknowledgement: You will receive confirmation of grievance receipt within 48 hours via email
   
• Tracking ID: A unique reference number is provided to monitor progress
   
• Resolution Timeline: Grievances are generally resolved within 7 working days or as required by law
   
• Regular Updates: You will be kept informed about the status of your grievance through your 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 period after the resolution is communicated
   
• A final decision is issued in accordance with our policies and legal obligations

Contact Information

For any questions, assistance, or to submit a grievance, please contact us at: Kalprukshproprivatelimited@gmail.com

We are committed to resolving your concerns in a timely, fair, and transparent manner.