At Themodernwear, managed by Alcyonix Creations Private Limited, we are dedicated to offering a seamless and reliable shopping experience for men’s clothing. In this policy, “we,” “our,” and “us” refer to Alcyonix Creations Private Limited, while “you,” “your,” and “user” refer to customers using our platform. We are committed to fairness, transparency, and prompt resolution of complaints. This document outlines the procedure for handling grievances professionally in accordance with applicable laws.  

Definition of a Grievance  

A grievance is any complaint, concern, or dissatisfaction regarding products or services obtained through our platform. Examples include:  

• Receiving defective or substandard men’s clothing  
• Incorrect, delayed, or undelivered orders  
• Payment issues or transaction errors  
• Problems with returns, exchanges, or refunds  
• Difficulties with customer support interactions  
• Requests for clarification on website policies  

How to Lodge a Grievance  

To submit a grievance, follow these steps:  

• Help Centre / Contact Page: Visit the “Help Centre” or “Contact Us” section on our website or app  
• Select Category: Pick the option that best describes your issue  
• Provide Details: Enter your Order ID, explain the issue clearly, and attach relevant images or documents  
• Review & Submit: Our support team will review your submission and respond accordingly  

Escalation to Grievance Officer  

If your grievance is not resolved or the response is unsatisfactory:  

• You may escalate the matter to our Grievance Officer  
• Escalation follows provisions under the Information Technology Act, 2000, and other applicable regulations  
• The Grievance Officer ensures a fair review and resolution of escalated complaints  
• Contact the Grievance Officer at: alcyonixcreationspvtltd@gmail.com   

Grievance Resolution Procedure  

• Acknowledgement: You will receive an email confirming receipt of your grievance within 48 hours  
• Tracking ID: A unique reference number will be provided to monitor the progress  
• Resolution Timeline: Complaints are addressed within 7 working days or as required by law  
• Regular Updates: You will be informed of the status via your registered contact details  

Closure of Grievance  

A grievance is considered resolved when:  

• A satisfactory solution is provided by the support team or Grievance Officer  
• No response is received from you within a reasonable timeframe after the resolution has been communicated  
• A final decision is issued in accordance with our policies and legal requirements  

Contact Information  

For filing grievances, inquiries, or support, please reach out to us at: alcyonixcreationspvtltd@gmail.com