At Silkauraz, managed by Cartcraft Materials Private Limited, we aim to provide a trustworthy and smooth shopping experience for all customers. Our Grievance Redressal Policy ensures that any concerns are handled professionally, fairly, and in accordance with applicable laws.
We are committed to addressing all issues quickly so that you can shop confidently, knowing your grievances will be managed responsibly and efficiently.
A grievance is any problem, dissatisfaction, or issue related to a product or service purchased through our platform. Examples include defective items, wrong or delayed orders, payment issues, returns, refunds, or questions about our policies.
This policy also covers dissatisfaction with customer service or unresolved queries. Every grievance submitted will be treated seriously to maintain trust and transparency with our customers.
To submit a grievance, go to our Help Centre or Contact Us page, select the relevant topic, and provide full details, including your order ID and any supporting photos or documents.
Our team will review the submission and respond with the next steps for resolution. This ensures a structured and clear process for all customers.
If your grievance is not resolved to your satisfaction by our support team, you can escalate it to the appointed Grievance Officer. The officer is responsible for ensuring all complaints are handled fairly under applicable laws.
You may contact the Grievance Officer directly at cartcraftmaterialspvtltd@gmail.com for unresolved issues. This ensures accountability and compliance throughout the grievance process.
Once your grievance is received, we will acknowledge it within 48 hours and assign a unique reference ID for tracking. This allows you to monitor progress and receive timely updates.
We aim to resolve most grievances within 7 working days, in coordination with the Grievance Officer. Updates will be communicated through your registered contact details until the matter is fully resolved.
A grievance will be closed once a satisfactory resolution is provided or if the customer does not respond within a reasonable time.
The final resolution communicated as per our guidelines and the law will officially close the case, ensuring transparency and accountability.
For queries or to submit a grievance, please reach out to cartcraftmaterialspvtltd@gmail.com.
This policy is subject to periodic updates, and the latest version can always be found on our Terms of Use and Privacy Policy pages.