At Trendcartz, operated by Centroly Wave Solutions Private Limited, we are committed to offering a smooth and dependable shopping journey. We prioritize fairness, clarity, and responsible handling of customer concerns. This Grievance Redressal Policy outlines how your complaints will be managed promptly, professionally, and as per applicable legal standards.  

What Is a Grievance?  

A grievance refers to any complaint or dissatisfaction arising from a purchase or service on our platform for which the customer seeks a resolution. This may include issues related to product defects or quality, wrong or delayed deliveries, payment discrepancies, return or refund challenges, exchange concerns, customer service dissatisfaction, and clarifications regarding our policies.  

How to Raise a Grievance  

If you encounter an issue, we encourage you to report it through our official support channels. The process involves:  

Visit Our Help Centre or Contact Page    
Go to the “Help Centre” or “Contact Us” section available on our website or app.  

Choose Your Issue Category    
Select the topic that best matches your concern.  

Submit Your Request    
Provide required details such as your order ID, a clear description of the issue, and relevant documents or images.  

Once your complaint is submitted, our support team will review it and respond accordingly.  

Escalation to Grievance Officer  

If your issue remains unresolved or you are dissatisfied with the initial response, you may escalate your concern to our appointed Grievance Officer, in line with the Information Technology Act, 2000 and relevant laws.  

Trendcartz has designated a Grievance Redressal Officer responsible for ensuring fairness, compliance, and thorough review of escalated complaints. You may contact the officer at Centrolywavesolutionspvtltd@gmail.com.

Grievance Handling Process  

Acknowledgement:    Your grievance will be confirmed within 48 hours via email.    
Ticket/Reference Number :  A unique ID will be generated for tracking your case.    
Resolution Window:    Our team and the Grievance Officer will aim to resolve your complaint at the earliest, typically within 7 working days or as required by law .    
You will be kept informed about the progress through your registered communication channel.  

Closure of Grievance  

A grievance will be marked as resolved under the following circumstances:  

• You have received and accepted the final resolution from our team or Grievance Officer.    
   
• You do not respond to our communication within a reasonable period after a solution is offered.    
   
• A final resolution has been provided in accordance with our policies and legal guidelines.    

Contact Us  

If you wish to file a grievance or have additional queries, please contact us at Centrolywavesolutionspvtltd@gmail.com.  

Note  

This policy may be updated periodically. Please refer to our Terms of Use and Privacy Policy pages for the latest version.