Customer Care

SOCKSCARVING

Customer Grievance Redressal Policy

  1. Introduction:

We at sockscarving are committed to delivering the highest quality and most authentic socks, meticulously sourced and rigorously tested to ensure high standards of quality and comfort. Our dedication guarantees quality, and our product reflects unwavering promise to exceed your expectations and provide genuine value. We have earned satisfied consumers all over the globe, due to our commitment to quality. However, should any issues arise, we have a robust consumer dispute redressal mechanism in place to address and resolve them efficiently. We have set up consumer redressal policy with the approval of the “Board of directors”.

  1. Objective:
  • We are dedicated to treating each consumer fairly and promptly addressing any complaints raised.
  • We are committed to providing timely redressal for any issues raised, ensuring swift and effective resolution.
  • We strive to ensure that customers are completely aware of the grievance redressal mechanism including the mode of lodging complaints, process of escalation along with contact details and timelines for resolution of complaints.
  1. Consumer Redressal Mechanism:

The company will be responsible for addressing all the complaints arising out of activities carried on by it. To ensure fair and timely resolution we have set up three levels of redressal mechanism.

Level 1: Customer Care Executive

  • A consumer can register his/her complaint by reaching out to our customer care executive
  • Our team of customer care executives is dedicated to the resolution of your complaints.
  • Customer care executive team will revert of acknowledgment of complaints within 48 hours of receiving the complaint.
  • If necessary, our team will seek any additional information from the complainant for effective resolution.
  • Our team aims to resolve your complaint along with proper justification and reason, within 1-7 working days of receiving it.
  • Email: support@sockscarving.in

Contact Number: +91 9723902649.

Whatsapp Number:    +91 9723902649.

 

Level 2: Chief Grievance Redressal Officer (CGRO).

In case a consumer is not satisfied with the response of the customer care executive or your concern/query is not addressed within the promised timeline, you can seek redressal from our Chief Grievance Redressal officer (CGRO).

Name of Chief Grievance Officer: Miss.Navandar

Email: sockscarving.chiefgrievance@gmail.com

Contact number: +91 9723902649.

  • Upon receipt of complaints by CGRO, he/she will send the receipt of acknowledgment of complaint to the complainant within 48 hours of receiving the complaint.
  • He shall seek any additional information if required from the consumers, customer care executives, or such other person they consider necessary.
  • He shall, based on documents and information provided by the customer care executive and complainant resolve the issue within 7 working days of receipt of the complaint.

 

Level 3:  Nodal Officer.

In case your concern/query is not addressed within the promised timeline or if the issue remains unresolved even after contacting the Grievance Officer, you may escalate it further to the Nodal Officer. A nodal officer is appointed by the company as directed under rule 4(1) E-commerce Rules 2020 of the Consumer Protection Act 2019.

Name of Nodal officer: Miss.Rohini More

Email: Nodalofficer.sockscarving@gmail.com

  • Upon receipt of complaint by the nodal Officer he shall send a receipt of acknowledgment of the complaint within 15 working days of receiving the complaint.
  • He shall seek all necessary information for the resolution of the complaint.
  • Based on the information so collected he shall resolve the complaint within days.
  1. Mandatory display requirements: The company ensures the mandatory disclosure of all relevant details regarding the redressal mechanism, making it accessible and useful for consumers seeking resolution for their grievances.
  2. Policy Review: Our redressal policies are regularly monitored, reviewed, and updated by the management of the company to align with consumer needs, ensuring that we provide fair and timely resolution of grievances.

Note: The words “consumer”, “complaint”, “consumer rights”, “complainant” will have the same meaning as mentioned in Section 2(7), 2(6), 2(9), 2(5) of the Consumer Protection Act, 2019. The word “Company” will have the same meaning as mentioned under section 2(20) of the Companies act 2013 and the word “Board of directors” 2(10) of the Companies Act 2013