GRIEVANCE REDRESSAL POLICY  

At Floralx, operated by Nebuetres Innovations Private Limited, we believe every interaction matters, and your satisfaction is at the heart of everything we do. We understand that sometimes expectations are not fully met, and we want you to feel confident that your concerns will be addressed promptly, fairly, and respectfully.   
 

This policy outlines how grievances regarding products, services, or your overall experience are managed. Our goal is to provide transparency, fairness, and clear communication throughout the process.   
 

In this document, “we,” “our,” or “us” refers to Floralx, while “you” or “customer” refers to you, the valued shopper whose satisfaction inspires our efforts. By using our platform or making a purchase, you agree to the terms described here. If anything seems unclear, take a moment to connect with our team. We are always ready to guide you and make your experience seamless.   

What is a Grievance?   
 

A grievance is any concern or complaint about your experience with us that falls short of expectations. This may include receiving an incorrect or damaged item, delays in delivery, payment issues, challenges with returns, refunds, or exchanges, or dissatisfaction with the support provided.  

We encourage you to share your grievance so we can address it efficiently. Your perspective is vital in helping us improve our services and ensure that selecting accessories remains an enjoyable and effortless experience.   

How to Raise a Grievance   
 

If a concern arises during your shopping journey, raising it is simple. Begin by visiting our “Help Centre” or “Contact Us” sections on our website or mobile app. Choose the option that best matches your issue to ensure your grievance reaches the correct team.   
 

Provide detailed information including your order ID, a description of the problem, and any photos or documents that support your case. Once submitted, our dedicated team will review the details carefully and provide a resolution tailored to your situation.   
 

Our aim is to ensure every accessory you choose brings confidence and joy. If an issue occurs, we are here to listen, guide, and resolve it efficiently.   

Escalation to Grievance Officer   
 

In cases where initial support does not fully resolve your concern, you have the option to escalate your grievance. Floralx has a designated Grievance Redressal Officer who handles escalated issues impartially and ensures compliance with applicable laws, including the Information Technology Act, 2000.  

You may contact the Grievance Officer directly at nebuetresinnovationspvtltd@gmail.com. We are committed to reviewing your concern thoroughly and working toward a fair and satisfactory resolution.   

Grievance Handling Process   
 

When a grievance is raised, we follow a structured process to ensure it is addressed from start to finish.   
 

• Acknowledgment Within 48 Hours:  We will confirm receipt of your complaint via your registered email, ensuring your grievance is logged and under review.   
   
• Case Identification: Each grievance receives a unique reference number, making it easy to track progress and helping our team manage your case effectively.   
   
• Resolution Timeline:  Our goal is to resolve issues as quickly as possible, typically within seven working days, unless legal requirements dictate a different timeframe.   
   
• Regular Updates: You will be kept informed throughout the process via your preferred contact method so that you are aware of all developments.  

Every grievance is treated as an opportunity to improve our services, and we address each with care, transparency, and responsibility.   

Closure of Grievance   
 

A grievance is considered closed when one of the following occurs:   
 

• Resolution Meets Your Expectations:  The solution provided satisfies your concern fully.   
   
• No Further Response: If we have shared a proposed resolution and do not receive a response within a reasonable time, the case will be considered closed.   
   
• Final Outcome Communicated: When a definitive decision is communicated following internal procedures and legal requirements.  

Your satisfaction is our priority, and we ensure every grievance is handled thoroughly before closure.   

Connect With Us Anytime   
 

We want your shopping experience to be effortless and enjoyable. If you have questions, need clarification, or wish to raise a concern, reach out to us at nebuetresinnovationspvtltd@gmail.com. Our team is always attentive, ready to provide support, and committed to keeping your experience smooth and reassuring.   

A Quick Reminder   
 

We continually strive to improve your experience and update our policies in line with evolving regulations. Please review our Terms of Use and Privacy Policy regularly to stay informed. Your feedback helps us enhance our services, and we welcome your thoughts at any time.   
 

We are always here to listen, support, and ensure that your shopping journey is seamless, enjoyable, and confident.