GRIEVANCE REDRESSAL POLICY 

At Holidaywears, managed by Cartify Makers, we believe shopping for clothing should feel enjoyable and reassuring at every step. While we work hard to deliver a smooth experience, we understand that concerns may occasionally arise. Whether it relates to an order, a product, or a service interaction, your concerns are important to us and deserve proper attention. 

This Grievance Redressal Policy is designed to ensure that every issue raised by a customer is addressed in a fair, transparent, and timely manner. We are committed to resolving concerns responsibly, in accordance with applicable laws, while maintaining clarity and professionalism throughout the process. 

If you ever feel uncertain, dissatisfied, or simply need clarification, please know that we are here to listen and help. Your satisfaction is central to how we operate, and we are always willing to work toward a resolution that feels right. 

What is a Grievance? 

A grievance refers to any complaint, concern, or issue related to a product or service purchased through our platform that you wish to bring to our attention. 

This may include matters such as product quality concerns, defective or incorrect items, delivery delays, payment-related issues, difficulties with returns or refunds, dissatisfaction with customer support, or questions regarding our policies. Regardless of the nature of the issue, we value your feedback and treat every grievance with seriousness and care. 

Each grievance helps us understand where improvements are needed, and we are committed to resolving concerns in a fair, supportive, and timely manner. 

How to Raise a Grievance 

We aim to make the grievance submission process simple and accessible, so you can reach out without unnecessary effort. If you experience any issue, you may raise a grievance by following the steps below. 

You can visit the Help Centre or Contact Us section available on our website or mobile app to begin. Selecting the most relevant category for your concern allows us to review it more efficiently. When submitting your grievance, please provide complete details such as your order ID, a clear explanation of the issue, and any supporting documents or images, if applicable. 

Once submitted, our support team will review your grievance carefully and respond with an appropriate resolution as promptly as possible. 

Escalation to Grievance Officer 

There may be instances where a concern requires further review, and we fully support your right to escalate such matters. If you are not satisfied with the resolution provided by our customer support team, you may escalate the grievance to our designated Grievance Officer. 

This escalation process is aligned with the Information Technology Act, 2000, and other applicable regulations. To ensure accountability and compliance, we have appointed a Grievance Redressal Officer who oversees unresolved or escalated complaints and ensures they are handled impartially. 

You may contact the Grievance Officer directly at cartifymakers66@gmail.com. Every escalated concern is reviewed with care, professionalism, and due consideration. 

Grievance Handling Process 

We follow a structured and transparent approach to ensure grievances are handled efficiently and fairly from start to finish. 

• Acknowledgement: Once a grievance is received, we will acknowledge it within 48 hours through a confirmation email, assuring you that the matter is under review. 
• Unique Ticket/Reference ID: Each grievance is assigned a unique reference ID, allowing you to track its progress and refer to it easily in future communication. 
• Resolution Timeline: Our support team, along with the Grievance Officer when required, will work toward resolving the issue as quickly as possible. Most grievances are addressed within seven working days, or as required under applicable laws. 
• Updates and Communication: You will receive regular updates regarding the status of your grievance through appropriate communication channels until a resolution is reached. 

Closure of Grievance 

We consider a grievance closed only after appropriate efforts have been made to resolve it responsibly and transparently. 

A grievance is deemed resolved when a solution acceptable to you has been provided by our support team or Grievance Officer. If we communicate a proposed resolution and do not receive a response within a reasonable timeframe, the grievance may be closed based on the best resolution offered. Closure may also occur once a final decision has been communicated in accordance with our policies and legal requirements. 

Contact Us 

Your concerns, feedback, and questions matter to us. If you wish to raise a grievance or need any clarification related to this policy, please contact us at cartifymakers66@gmail.com. 

We are committed to ensuring that every message receives due attention, so you can continue shopping with confidence and peace of mind. 

Important Update 

Our policies may be reviewed and updated periodically to reflect changes in legal requirements or operational practices. At Holidaywears, we encourage you to review this policy from time to time to stay informed. 

For the latest updates, please refer to our Terms of Use and Privacy Policy pages. Staying informed helps ensure a transparent and trustworthy shopping experience.