At Crushfitz, we strive to ensure a reliable and customer-first shopping experience. We stand for fair practices and are committed to addressing all customer concerns with transparency. This Grievance Redressal Policy exists to make sure your complaints are handled swiftly, respectfully, and in line with the applicable legal standards.
What is a Grievance?
A grievance is defined as any complaint or dissatisfaction arising from the purchase or use of a product or service through our platform, where the customer seeks corrective action. This could relate to issues such as damaged goods, shipment errors or delays, payment failures, complications with refunds, exchanges or returns, poor customer support, or concerns with our operational guidelines.
How to Raise a Grievance
If you wish to report a problem, we encourage you to use our customer support resources. The procedure includes:
Visit our Help Centre or Contact Us Page
Head to our website or app and access the “Help Centre” or “Contact Us” section to begin the process.
Select Your Issue
Choose the appropriate issue type or category that matches your concern for more accurate resolution.
Submit Your Query
Enter the necessary information, such as your order number, a clear explanation of the issue, and attach any documents or photos to support your claim.
Once submitted, our team will examine the details and get back to you with a suitable response.
Escalation to Grievance Officer
If the concern remains unresolved or if the resolution provided by the support team does not meet your expectations, you have the right to escalate the matter to our Grievance Officer, in accordance with the Information Technology Act, 2000 and other relevant regulations.
Crushfitz has appointed a Grievance Redressal Officer specifically responsible for overseeing escalated cases and ensuring that customer issues are fairly reviewed. To raise a complaint at this level, kindly contact the officer via email at redthreadinfosolutionspvtltd@gmail.com / redthreadinfoauthorizespvtltd@gmail.com.
Grievance Handling Process
Acknowledgement: You will receive a confirmation email within 48 hours once your grievance has been received by our team.
Unique Ticket/Reference ID: A dedicated reference ID will be assigned to your complaint, allowing you to track the progress and resolution status.
Resolution Timeline: Our support staff and the Grievance Officer will make every effort to address your grievance within 7 working days or sooner, in line with the applicable legal timelines.
Updates & Communication: We will keep you informed of any developments or actions taken regarding your grievance through your registered contact details.
Closure of Grievance
A grievance will be marked as closed and resolved in any of the following cases:
Contact Us
For any additional help or if you wish to initiate a grievance, feel free to reach us at redthreadinfosolutionspvtltd@gmail.com / redthreadinfoauthorizespvtltd@gmail.com.
Note
This policy may be updated periodically. For the latest version, please refer to the Terms of Use and Privacy Policy sections on our platform.