Grievance Redressal Policy

Grievance Redressal Policy
 

Abroces Fintech Services Private Limited deeply values its customers and is committed to providing the ultimate shopping experience to all our users, whether it is for sellers or buyers. To provide a seamless shopping experience, every business needs transparency in its grievance policies. We believe that trust between us and our customers can be established only when we remain transparent and accountable for every issue faced by our customers and stand with them until the matter is fully resolved. This Grievance Redressal Policy outlines how we handle and resolve complaints, concerns, or feedback fairly, in a timely manner, and efficiently. Abroces Fintech Services Private Limited is dedicated to:

  • Addressing grievances promptly and fairly
  • Ensuring complete transparency during the redressal process
  • Improving services based on customer feedback
  • Complying with all applicable consumer rights laws and regulations
     

1. Scope of Grievance Redressal

Any user, registered or guest, can raise their concerns as per our grievance redressal policy related to:

  • Any delays related to order delivery, dispatch, etc.
  • Any issue related to defective products, damaged products, or wrong items received
  • Payment failures or refunds as per the Refund & Return policies.
  • Account access or privacy concerns
  • Any other dissatisfaction with our service or website
     

2 How to Raise a Complaint

You can file your grievance through any of the following methods:

  • A. Email Support:Send an email to: contactus@afs.cool, Include your Order ID, registered email/phone number, and a brief description of the issue.
  • B. Customer Care Helpline:Call us at: +91-9831641507, Operating hours: Monday to Saturday, 10:00 AM to 6:00 PM
  • C. Online Contact Form:Visit our Contact Us page and fill out the grievance form with relevant details.
     

3. Grievance Resolution Timelines

All grievances received on our website have a set timeline for resolution. The timeline is as under:

  • Order/Delivery/Product Issues- will be resolved within 3–5 business days
  • Payment/Refund related Issues- will be resolved within 5–7 business days
  • Account/Security/Privacy related Issues- will be resolved within 7–10 business days

*Note: In case of any delay due to any given circumstance, we will inform you with a valid reason and updated timeline on your registered email ID or phone number.
 

4. Grievance Officer Details

In accordance with the IT Act 2000 and the Consumer Protection (E-Commerce) Rules, 2020:

  • Name: Sarukul Islam Sardar
  • Designation: Grievance Officer
  • Email: sarukulislamsardar@afs.cool
  • Phone: +91-9831641691
  • Address: Globsyn Crystals, XI, Plot No. 11, 12, Block - EP, Bidhan Nagar Ck Market, North 24 Parganas, Saltlake, West Bengal - 700091
  • Working Hours: Monday to Friday, 10:00 AM – 6:00 PM
     

5. Feedback & Escalations

If your concern is not addressed to your satisfaction, you may escalate it to our Grievance Officer. We make sure each concern is treated with the highest care and seriousness. We urge our customers to speak out! Your feedback allows us to improve and better serve you. Thank you for selecting GAbroces Fintech Services Private Limited.