GRIEVANCE REDRESSAL POLICY 

At Voguenest, managed by Zencartopia Fashion Private Limited, we are dedicated to delivering a smooth and trustworthy shopping experience. We emphasize fairness and transparent handling of all customer concerns. This Grievance Redressal Policy ensures that any issues you face are addressed quickly, professionally, and in compliance with applicable laws. 


What is a Grievance? 
A grievance refers to any issue or dissatisfaction arising from a product or service purchased on our platform, for which the customer seeks resolution. This may include, but is not limited to: 

• Product defects or quality concerns 
  
   
• Incorrect, delayed, or failed deliveries 
  
   
• Payment-related issues 
  
   
• Problems with returns, refunds, or exchanges 
  
   
• Dissatisfaction with customer support 
  
   
• Queries regarding our policies 

How to Raise a Grievance 
To lodge a concern, follow these steps: 

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

Select Your Issue 
Pick the relevant category or topic that matches your concern. 

Submit Your Query 
Provide all necessary details, including your Order ID, issue description, and any supporting documents or images. 
Our support team will review your submission and respond promptly. 


Escalation to Grievance Officer 
If your grievance remains unresolved or you are dissatisfied with the response from customer support, you can escalate it to our Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable regulations. 
Voguenest has appointed a dedicated officer to oversee the resolution process, ensure fairness, and handle escalated matters. You can reach the officer at: zencartopiafashionprivatelimit@gmail.com. 


Grievance Handling Process 

Acknowledgement: Grievances will be acknowledged via email within 48 hours . 

Unique Ticket/Reference ID: A unique grievance ID will be issued for checking the status of your complaint. 

Resolution Timeline: Our team, along with the Grievance Officer, will make every effort to resolve the grievance quickly, typically within 7 working days or as prescribed by law. 

Updates & Communication: Regular progress updates will be communicated through your registered contact method. 


Closure of Grievance 
A grievance will be considered closed under the following circumstances: 

• When a satisfactory resolution is provided by our support team or Grievance Officer 
  
   
• If no response is received from the customer within a reasonable period after a resolution is proposed 
  
   
• When a final resolution has been communicated in line with our policies and applicable law 

Contact Us 
For additional queries or to raise a grievance, please contact: zencartopiafashionprivatelimit@gmail.com. 

Note: This policy may be revised periodically. For the most current version, refer to our Terms of Use and  Privacy Policy pages.