At Clothberries, managed by Solobotics Ventures, we are dedicated to ensuring a smooth, reliable, and secure shopping experience for all our customers. We value fairness, transparency, and accountability in addressing every customer concern. This Grievance Redressal Policy is structured to make sure that your complaints are handled promptly, professionally, and in compliance with applicable legal regulations.
What is a Grievance?
A grievance refers to any dissatisfaction or issue arising from a product or service purchased via our platform, where the customer seeks resolution. This includes concerns related to product quality or defects, incorrect or delayed delivery, payment-related concerns, issues in returns, refunds, or exchanges, dissatisfaction with customer support, and inquiries regarding our policies.
How to Raise a Grievance
If you face any issue, we request you to contact us through our available support channels. The process is outlined below:
Visit our Help Centre or Contact Us Page
Go to the “Help Centre” or “Contact Us” section available on our website or mobile application.
Navigate to the "Help Centre" or "Contact Us" section on our website or mobile app.
Select the category or issue type that matches your concern.
Select Your Issue
Choose the most appropriate category related to your grievance.
Submit Your Query
Enter all required details including order ID, description of the issue, and any relevant documents or images.
After submission, our support team will carefully review your request and respond accordingly.
Escalation to Grievance Officer
If your issue remains unresolved or you are not satisfied with the resolution provided by our support team, you may escalate the matter to our designated Grievance Officer, as per the Information Technology Act, 2000 and other applicable laws.
To ensure compliance and responsibility, Clothberries has appointed a dedicated Grievance Redressal Officer. This officer manages complaint handling, ensures fair resolution, and addresses escalated or unresolved concerns. You may contact the Grievance Officer through email at soloboticsventures@gmail.com / riyaravindrashelar@gmail.com.
Grievance Handling Process
Acknowledgement: Your grievance will be acknowledged within 48 hours via email after submission.
Unique Ticket/Reference ID: A unique grievance ID will be generated and shared to help you track your complaint status.
Resolution Timeline: Our team along with the Grievance Officer will work to resolve issues promptly, generally within 7 working days or as per applicable legal guidelines.
Updates & Communication: Regular updates regarding your grievance status will be shared through your registered contact details.
Closure of Grievance
A grievance will be treated as closed and resolved under the following conditions:
When you receive a satisfactory resolution from our support team or Grievance Officer.
When there is no response from your side within a reasonable time after resolution is provided.
When a final decision has been communicated in accordance with company policy and applicable law.
Contact Us
For any additional queries or to initiate a grievance, please reach out to us at soloboticsventures@gmail.com / riyaravindrashelar@gmail.com.
Note
This policy may be updated periodically to reflect changes in operational or legal requirements. Please refer to our Terms of Use and Privacy Policy pages for the latest version.