Grievance Redressal Policy

At Beautyblissstore, owned and operated by Moonfall Connect Private Limited, our objective is to provide users with a shopping experience built on principles of honesty, reliability, and openness.

For the purposes of this Grievance Policy, the terms “we,” “us,” and “our” represent Moonfall Connect Private Limited, whereas “you,” “your,” and “user” refer to individuals who visit or interact with our platform. We are committed to handling customer complaints with care, efficiency, and professionalism while ensuring compliance with all relevant legal and regulatory requirements.

Overview Of Customer Grievances

A grievance refers to any complaint, issue, or dissatisfaction expressed by a user concerning products or services purchased or accessed through our platform. Such concerns may relate to the following areas:

• Product-Related Issues: Complaints concerning the quality of beauty products or items received with defects.
• Shipping And Delivery Issues: Concerns involving delayed shipments, incorrect orders delivered, or unsuccessful delivery attempts.
• Payment-Related Issues: Problems arising from unsuccessful payment transactions or other payment difficulties.
• Returns And Refunds: Questions or complaints concerning product returns, exchanges, or refund requests.
• Customer Service Issues: Concerns regarding the quality of assistance or support received from our customer service representatives.
• Policy-Related Queries: Requests seeking further details, explanations, or clarification about the policies established by our company.

Steps To Register A Grievance

Users wishing to submit a complaint or bring an issue to our attention can follow the procedure outlined below:

• Navigate to the “Help Centre” or “Contact Us” section available on our website or application.
• Select the grievance category that most closely matches the nature of your concern.
• Provide your Order ID, explain the issue with sufficient detail, and attach any supporting documents or photographs relevant to the complaint.
• Submit the grievance through the available channel for our support team to review.

Once your complaint has been received, our team will examine the information provided and take appropriate action based on the nature of the concern.

Escalation Process Through The Grievance Officer

If your complaint remains unresolved or you are unhappy with the response received, you may proceed with the following escalation measures:

• Submit the unresolved matter to the appointed Grievance Officer for additional review.
• All escalated grievances will be examined in accordance with the Information Technology Act, 2000, along with other applicable regulatory provisions.
• The Grievance Officer will review each complaint independently, ensuring that the assessment is conducted objectively and without bias.
• For further communication, the Grievance Officer can be reached at moonfallconnectprivatelimited@gmail.com .

Grievance Assessment And Resolution Procedure

We follow a structured approach to reviewing and addressing customer grievances, which involves the following steps:

• Complaint Acknowledgement: A confirmation email acknowledging receipt of your grievance will be provided within 48 hours.
• Grievance Tracking Reference: A unique reference number will be assigned to your complaint, enabling you to follow its progress and current status.
• Expected Resolution Timeline: Complaints will generally be addressed within 7 working days or within the timeframe prescribed by applicable laws, whichever requirements apply.
• Communication And Status Updates: Information regarding the progress of your grievance will be communicated through the contact details registered with us.

Circumstances For Closing A Grievance

A complaint may be treated as resolved and officially closed under any of the following conditions:

• Our customer support team or Grievance Officer has examined the concern and provided an acceptable resolution.
• The user does not provide a response within a reasonable timeframe after receiving notification of the suggested resolution.
• A final decision has been reached based on the company's established policies and the applicable legal provisions.

Contact Us

For any questions, assistance, or further guidance concerning the grievance submission process, you may reach out to us using the contact information below:

moonfallconnectprivatelimited@gmail.com 

We remain dedicated to addressing customer concerns in an effective and timely manner while upholding fairness, transparency, and professional conduct throughout the entire grievance resolution process