What is a Grievance?

A grievance refers to any concern or dissatisfaction related to a product or service purchased through our platform for which the customer seeks resolution. This may include, but is not limited to, issues with product quality or defects, incorrect or delayed deliveries, payment discrepancies, challenges with returns, refunds, or exchanges, dissatisfaction with customer service, or questions regarding our policies.

How to Raise a Grievance

If you have a concern, we encourage you to reach out through our support channels. The process is as follows:

• Access the Help Centre or Contact Page
  Visit the "Help Centre" or "Contact Us" section on our website or mobile app.
• Select Your Issue
  Choose the category or topic that best matches your concern.
• Submit Your Query
  Provide all relevant details, including your order ID, a description of the issue, and any supporting documents or images.

Once your query is submitted, our support team will review it and respond promptly to ensure a timely resolution.

Escalation to Grievance Officer

If your concern remains unresolved or you are not satisfied with the resolution provided by our customer support team, you may escalate the issue to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws.

To ensure accountability and compliance,Daydreamflorals has appointed a dedicated Grievance Redressal Officer. This officer oversees the complaint resolution process, ensures fairness, and handles unresolved or escalated matters. You can reach the Grievance Officer via email at (mention email).

Grievance Handling Process

Acknowledgment: We will confirm receipt of your grievance within 48 hours via email.

Unique Ticket/Reference ID: A unique grievance ID will be generated and shared with you, allowing you to track the status of your complaint.

Resolution Timeline: Our team, in coordination with the Grievance Officer, will make every effort to resolve your grievance promptly, typically within 7 working days, or as required by applicable laws.

Updates & Communication: You will receive regular updates on the progress of your grievance through your registered communication channel to ensure transparency and timely resolution.

Closure of Grievance

Your grievance will be considered resolved under the following circumstances:

• When you have received a satisfactory resolution from our support team or the Grievance Officer.
   
• When you do not respond to our communications within a reasonable timeframe after a resolution has been proposed.
   
• When a final resolution has been communicated to you in accordance with our policies and applicable laws.

Contact Us

For any additional questions or to file a grievance, please reach out to us at (mention email).