At Ivyvogue, we remain dedicated to providing a seamless and trustworthy shopping experience for all our customers. We believe in fairness and transparency in every interaction. This Grievance Redressal Policy is designed to ensure that your concerns are addressed promptly, professionally, and in accordance with applicable legal requirements.

What Is a Grievance?
 

A grievance refers to any dissatisfaction arising from a product or service purchased on our platform that prompts the customer to seek resolution. This may include—but is not limited to, issues such as product defects, delivery delays or errors, payment-related concerns, challenges with returns, refunds, or exchanges, unsatisfactory service interactions, or queries regarding our policies.

How to Raise a Grievance
 

Should you face any issue, we encourage you to contact us through our designated support channels:

• Navigate to the Help Centre or Contact Us page on our website or mobile application.
• Choose the issue type that closely matches your concern.
• Submit your complaint along with your order ID, a clear description of the issue, and any relevant documents or images.
• Our support team will assess your submission and provide a response accordingly.

Escalation to Grievance Officer
 

If your issue remains unresolved or you are unsatisfied with the support team’s response, you may escalate the matter to our designated Grievance Officer, in accordance with the Information Technology Act, 2000 and other governing regulations.

To maintain transparency and compliance, Ivyvogue has appointed a Grievance Redressal Officer responsible for overseeing the entire grievance handling process, ensuring fairness, and resolving escalated matters. You may reach out to the Grievance Officer by emailing echelonecomventurespvtltd@gmail.com / echelonecomventuresauthorizes@gmail.com.

Grievance Handling Process
 

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours via email.
• Unique Ticket ID: A grievance or reference number will be issued to help you track the status of your complaint.
• Resolution Timeline: We aim to resolve your grievance promptly, generally within 7 working days or as otherwise mandated by applicable laws.
• Updates & Communication: You will be kept informed on the progress of your complaint through your registered communication method.

Closure of Grievance
 

A grievance shall be considered resolved and closed under any of the following conditions:

• A satisfactory resolution has been provided by our support team or Grievance Officer.
• There is no response from your side within a reasonable period after we provide a resolution.
• A final resolution has been delivered in accordance with our policy and applicable law.

Connect Us
 

For grievance submissions or additional assistance, feel free to contact us at echelonecomventurespvtltd@gmail.com / echelonecomventuresauthorizes@gmail.com.

Note
 

This policy may be revised periodically. For the latest version, please consult our Terms of Use and Privacy Policy pages.