At Clothesavenue, managed by Pinnacleplaza Traders, we are devoted to offering a reliable and hassle-free shopping experience for all our customers. We uphold fair treatment and transparent resolution of consumer issues. This Grievance Redressal Policy has been designed to ensure that complaints are handled promptly, efficiently, and in accordance with all relevant laws.  

What is a Grievance?  

A grievance is any concern or dissatisfaction that arises from a product or service purchased through our platform for which the customer seeks redress. This includes, but is not limited to, complaints regarding product defects or quality issues, incorrect or delayed shipments, payment inconsistencies, challenges with returns, exchanges, or refunds, inadequate customer support, and inquiries about our policies.  

How to Raise a Grievance  

For any issue, we encourage you to contact us through the designated support channels. The procedure is as follows:  

Access Contact Page    
Go to the “Contact Us” page on our website.  

Choose Relevant Category    
Select the topic or section that best fits your concern.  

Submit Complaint Details    
Provide all required information, including order ID, issue explanation, and any supporting images or documentation.  

Once submitted, our support team will review the complaint and take appropriate action.  

Escalation to Grievance Officer  

If your complaint is not resolved or you are unsatisfied with the response of customer care, it can be escalated to the appointed Grievance Officer under the Information Technology Act, 2000 and other applicable regulations. Clothesavenue has designated a Grievance Redressal Officer to oversee complaint resolution, ensure fairness, and address escalated matters.   

Grievance Handling Process  

Acknowledgement: A confirmation of grievance receipt will be sent within 48 hours through email.  

Unique Ticket / Reference ID: A unique grievance ID will be created and shared for tracking purposes.  

Resolution Timeline: Our team, together with the Grievance Officer, will make every effort to resolve grievances promptly, generally within 7 working days, or as required under law.  

Updates & Communication: You will be provided regular updates regarding the status of your grievance via your registered communication method.  

Closure of Grievance  

Grievances will be considered resolved and closed under these circumstances:  

When you accept the solution provided by the support team or Grievance Officer.  

When no response is received from you within a reasonable period after a resolution is offered.  

When a final decision has been communicated according to our policies and the applicable law.  

Contact Us  

For further assistance or to file a grievance, you may reach out to us at pinnacleplazatraders@gmail.com.  

Note  

This policy may be updated periodically. For the most current version, please refer to the Terms of Use and Privacy Policy pages on our platform.