At Modenthread, we are dedicated to offering a reliable and satisfying shopping experience for every customer. We prioritize fairness, transparency, and professionalism in resolving all customer-related issues. This Grievance Redressal Policy ensures your concerns are handled efficiently, lawfully, and with complete accountability. 

Definition of a Grievance 

A grievance refers to any complaint, concern, or dissatisfaction arising from a product or service purchased on our platform, for which the customer seeks redressal. This may include, but is not limited to, issues involving product defects or quality, delayed or incorrect deliveries, payment-related errors, return or refund problems, dissatisfaction with customer service, and any queries about our operational policies. 

How to Lodge a Grievance 

If you encounter an issue, we encourage you to connect with us through our customer support channels. The steps to raise a grievance are as follows: 

1. Visit Our Support Section 

Go to the “Help Centre” or “Contact Us” page available on our website or mobile app. 

2. Choose the Relevant Issue 

Select the category or subject area that best describes your concern. 

3. Submit Your Request 

Provide essential information including your order ID, detailed issue description, and any supporting images or documents. 

Once your request is submitted, our support representatives will review the case and initiate an appropriate response. 

Escalation to Grievance Officer 

If your concern remains unresolved or you are dissatisfied with the proposed resolution, you may escalate the matter to our designated Grievance Officer, in compliance with the Information Technology Act, 2000 and other applicable regulations. 

To maintain transparency and ensure compliance, Modenthread has appointed a Grievance Redressal Officer responsible for supervising the complaint resolution process, ensuring fair handling, and addressing unresolved or escalated cases. You may contact the Grievance Officer at smarttechnosuport@gmail.com. 

Grievance Resolution Process 

Acknowledgement: We will acknowledge receipt of your grievance within 48 hours via your registered email address. 

Unique Ticket/Reference ID: A unique grievance ID will be assigned to track your complaint progress. 

Resolution Timeline: Our team and the Grievance Officer will make every effort to resolve your grievance promptly, generally within 7 working days, or within the period stipulated by law. 

Updates and Communication: You will receive regular notifications regarding the status and progress of your grievance through your preferred communication channel. 

Closure of Grievance 

Your grievance will be treated as closed and resolved in any of the following instances: 

• When you confirm satisfaction with the resolution offered by our support team or Grievance Officer. 
• When you do not respond to our communication within a reasonable timeframe after a resolution has been proposed. 
• When a final decision has been provided as per our policies and applicable laws. 

Contact Us 

For any additional assistance or to initiate a grievance, please contact us at smarttechnosuport@gmail.com. 

Note 

This policy is subject to periodic updates or modifications. Please refer to our Terms of Use and Privacy Policy pages for the latest version.