Grievance Policy
Introduction
At Hair System Care (HSC), we value our customers and are committed to addressing any concerns in a fair, transparent, and timely manner. This Grievance Policy outlines the process through which customers can raise issues related to our services, products, or website, and the steps we will take to resolve them.
Scope of Grievances
Customers may raise grievances relating to, but not limited to, the following areas:
- Orders, delivery, and shipping issues
- Payments, failed transactions, or refunds
- Product quality or authenticity concerns
- Website or app functionality
- Privacy or data protection concerns
- Policy-related issues or any other customer experience matter
Grievance Redressal Process
To ensure that every grievance is addressed effectively, customers are required to follow these steps:
- Submission of Grievance: Customers should submit their grievance by emailing support@hairsystemcare.com with complete details, including order ID (if applicable), screenshots, and a clear description of the issue. Customers may also reach us via WhatsApp at +91 9713366917.
- Acknowledgment: Once a grievance is submitted, we will acknowledge receipt of the complaint within 48 hours.
- Investigation: Our team will carefully review the grievance, verify the details provided, and may request additional information if necessary.
- Resolution: We will strive to resolve the grievance within 30 business days from the date of acknowledgment. The resolution may include corrective action, clarifications, or suitable remedies depending on the nature of the grievance.
- Escalation: If the customer is not satisfied with the initial resolution, they may escalate the grievance to info@hairsystemcare.com for further review.
Important Notes
- Customers must provide accurate and complete details to enable us to address their grievance effectively.
- All grievances will be handled with fairness, transparency, and in accordance with applicable laws.
- Once a grievance has been resolved, the matter will be considered closed unless valid new information is provided.
Commitment
We are committed to providing a safe, trustworthy, and transparent experience for all our customers. This Grievance Policy is part of our ongoing efforts to ensure customer satisfaction and accountability in everything we do at Hair System Care.
Our Grievance Redressal team can be reached at support@hairsystemcare.com or WhatsApp +91 9713366917. The grievance will be acknowledged within 48 hours and resolved within 30 business days, in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
