Grievance Redressal Policy

At Basicthreadz, operated by Calyros Path Tech, we are devoted to delivering a smooth and reliable shopping experience. We prioritize fair treatment and transparent handling of all customer concerns. This Grievance Redressal Policy aims to ensure your complaints are addressed promptly, professionally, and in line with applicable laws.

What Constitutes a Grievance?

A grievance is any complaint or dissatisfaction related to products or services purchased via our platform, for which you seek resolution. This includes, but is not limited to:

  • Issues with product quality or defects
  • Incorrect or delayed deliveries
  • Payment-related problems
  • Difficulties with returns, refunds, or exchanges
  • Concerns about customer service
  • Questions regarding our policies

     

How to Lodge a Grievance

If you encounter a problem, please reach out using our support channels. The steps are:

  1. Visit Help Centre or Contact Page
    Navigate to the "Help Centre" or "Contact Us" section on our website or mobile app.
  2. Select Issue Category
    Choose the topic that best matches your concern.
  3. Submit Details
    Provide necessary information such as order ID, description of the issue, and any supporting documents or images.

Once submitted, our support team will evaluate and respond accordingly.
 

Escalation to Grievance Officer

If your issue is unresolved or you are unsatisfied with the response from our customer service, you can escalate the matter to the appointed Grievance Officer, as per the Information Technology Act, 2000, and other relevant laws.

To ensure compliance and accountability, Basicthreadz has designated a Grievance Redressal Officer responsible for overseeing complaint resolutions, ensuring fairness, and managing escalated matters. You can contact the Grievance Officer at calyrospathtech@gmail.com.
 

Grievance Resolution Process
 

  • Acknowledgement: We will confirm receipt of your grievance via email within 48 hours.
  • Reference ID: A unique grievance ticket number will be generated and shared to help you check your complaint.
  • Resolution Timeline: Our team, together with the Grievance Officer, will strive to resolve your grievance promptly, usually within 7 working days or as required by law.
  • Updates: You will receive periodic updates on the status of your grievance through your registered contact method.

     

Closing a Grievance

Your grievance will be considered resolved under these conditions:

  • When you receive a satisfactory resolution from our support or Grievance Officer.
  • If you do not respond to our communications within a reasonable timeframe after a resolution has been proposed.
  • Once a final decision has been communicated in accordance with our policies and legal obligations.

     

Contact Information

For further questions or to file a grievance, please contact us at: calyrospathtech@gmail.com.