Grievance Redressal Policy   

At Modenlys, operated by Flipstore Solutions, we are committed to delivering a reliable and hassle-free shopping experience. We uphold fairness, transparency, and prompt resolution of customer concerns. This policy ensures grievances are addressed professionally, efficiently, and in compliance with applicable laws.  

What Constitutes a Grievance    
A grievance refers to any complaint, concern, or dissatisfaction related to women’s accessories purchased on our platform. Common examples include:  

• Receiving defective, damaged, or low-quality products.  
• Incorrect, delayed, or failed deliveries.  
• Issues related to payments or transactions.  
• Difficulties with returns, exchanges, or refunds.  
• Concerns regarding customer support services.  
• Questions or clarifications about our policies.    
   

How to Submit a Grievance    
To file a grievance, follow these steps:  

Access Help Centre/Contact Page: Navigate to the “Help Centre” or “Contact Us” section on our website or app.  

Select Category: Choose the option that best describes your issue.  

Provide Details: Enter your Order ID, clearly describe the problem, and attach any relevant images or documents.  

Submit: Our support team will review your submission and respond appropriately. 

Escalation to the Grievance Officer    
If your issue remains unresolved or you are unsatisfied with the initial response, it can be escalated:  

• Escalation is managed in line with the Information Technology Act, 2000, and other applicable laws.  
• The Grievance Officer ensures fair handling of complaints and oversees escalated matters.  
• Contact the Grievance Officer at: flipstoresolutions@gmail.com.    
   

Grievance Resolution Process  

• Acknowledgement: You will receive a confirmation email within 48 hours of submission.  
• Tracking ID: A unique reference number will be assigned to monitor your grievance.  
• Resolution Timeline: The team, along with the Grievance Officer, aims to resolve issues within 7 working days or as required by law.  
• Regular Updates: Progress notifications will be sent to your registered contact information.    
   

Closure of a Grievance    
A grievance is considered resolved under any of the following conditions:  

• When a satisfactory resolution is provided by the support team or Grievance Officer.  
• If no response is received from you within a reasonable timeframe after a proposed solution.  
• Once the final decision is communicated in accordance with our policies and legal requirements.    
   

Contact Information    
For assistance, queries, or to file a grievance, please contact us at: flipstoresolutions@gmail.com.