Grievance Redressal Policy

At Classicity, operated by Flieber Innovation, we are dedicated to delivering a dependable and trustworthy shopping journey for every customer. Fair treatment, ethical conduct, and transparent communication guide all our service practices. This Grievance Redressal Policy outlines how customer concerns are addressed promptly, professionally, and in line with applicable legal requirements.  

What Constitutes a Grievance?  

A grievance refers to any concern, complaint, or dissatisfaction arising from a product or service purchased through our platform, where the customer seeks resolution. Such concerns may include, but are not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment complications, difficulties with returns, refunds, or exchanges, dissatisfaction with customer assistance, or questions linked to our operational policies.  

How to Submit a Grievance  

Customers are encouraged to contact us through our designated support channels. The grievance submission process involves the following steps:  

• Step 1: Visit the Help Centre or Contact Us Section  

Access the “Help Centre” or “Contact Us” area available on our website or mobile application.  

• Step 2: Choose the Relevant Concern Category  

Select the topic or category that best describes your issue.  

• Step 3: Provide Detailed Information  

Submit your request by sharing complete details, including order ID, description of the concern, and any supporting images or documents.  

Once received, our support team will review your submission and respond accordingly.  

Escalation to the Grievance Officer  

If your concern is not resolved satisfactorily or if you are dissatisfied with the response from our customer support team, you may escalate the matter to our appointed Grievance Officer, in compliance with the Information Technology Act, 2000 and other applicable regulations.  

To ensure accountability and regulatory adherence, Classicity has designated a Grievance Redressal Officer responsible for supervising complaint resolution, ensuring fairness, and addressing unresolved or escalated issues. You may contact the Grievance Officer directly at: flieberinnovation@gmail.com.  

Grievance Resolution Process  

• Acknowledgement  

Receipt of your grievance will be confirmed via email within 48 hours.  

• Reference Number  

A unique complaint or ticket number will be generated and shared, allowing you to follow the progress of your case.  

• Resolution Timeline  

Our customer support team, along with the Grievance Officer, will work toward resolving the issue at the earliest, generally within 7 working days, or as prescribed by applicable legal guidelines.  

• Status Updates  

You will receive regular updates regarding the progress and resolution status through your registered communication method.  

Closure of Grievance  

A grievance will be considered resolved and closed under the following conditions:  

• When a satisfactory resolution has been provided by our support team or the Grievance Officer.  
• When no response is received from the customer within a reasonable timeframe after a resolution is offered.  
• When a final decision has been communicated in accordance with internal policies and applicable legal standards.  

Contact Information  

For further assistance or to submit a grievance, please reach out to us at: flieberinnovation@gmail.com  

Important Note  

This policy may be revised periodically to reflect regulatory changes or operational updates. For the most recent version, please refer to our Terms of Use and Privacy Policy sections available on our platform.