Grievance Redressal Policy 

Introduction 

At Sizzle Craze Collective Private Limited ("we," "our," or "us"), managing Twinadorn, we treat user ("you," "your") privacy as a top priority. We are committed to providing a smooth and trustworthy shopping experience, where your concerns are addressed quickly, transparently, and professionally. Our Grievance Redressal Policy ensures that any issues you face while shopping with us are resolved efficiently and in line with applicable laws. 
 

This policy applies to all customer interactions related to products, services, or transactions on our platform. By shopping with us, you agree to follow these procedures to raise grievances and seek timely resolutions. 

What is a Grievance? 

A grievance refers to any concern or dissatisfaction arising from a product or service purchased through Twinadorn for which you seek resolution. This includes, but is not limited to, issues with product quality, defects, incorrect deliveries, or concerns about returns and refunds. 
 

Grievances also cover queries regarding our policies or services, helping us ensure transparency and fairness. Our goal is to address all complaints promptly while maintaining a high level of customer satisfaction. 

How to Raise a Grievance 

To raise a grievance, visit our Help Centre or Contact Us page on Twinadorn and select the relevant category or topic related to your issue. 
 

Provide complete details including your order ID, description of the issue, and any supporting documents or images. Once submitted, our team will review your case and respond promptly, ensuring your concern is properly addressed. 

Escalation to Grievance Officer 

If your concern remains unresolved or you are unsatisfied with the initial resolution, you may escalate the matter to our designated Grievance Officer. The officer oversees complaint resolution to ensure fairness and compliance with the Information Technology Act, 2000 and other applicable laws. 
 

You can contact the Grievance Officer via email at Sizzlecrazecollectiveprivateli@gmail.com. This step ensures accountability and provides an additional layer of assurance for unresolved grievances. 

Grievance Handling Process 

Upon receiving your grievance, we will acknowledge it within 48 hours and provide a unique ticket/reference ID for tracking purposes. 
 

Our team, along with the Grievance Officer, will work diligently to resolve your complaint generally within 7 working days or as mandated by law. Regular updates will be communicated to keep you informed about the progress. 

Closure of Grievance 

A grievance will be considered resolved when a satisfactory solution has been provided, or if no response is received from you within a reasonable timeframe. 
 

Additionally, once a final resolution is communicated according to our policies and applicable law, the grievance will be closed. This ensures clarity and proper documentation for all parties involved. 

Contact Us 

For any further queries or to initiate a grievance, please reach out to us at Sizzlecrazecollectiveprivateli@gmail.com. We are dedicated to providing a transparent and reliable resolution process for all our valued customers.