At Divamarketz , Eonessence Private Limited committed to providing a seamless and trustworthy shopping experience for our customers. We believe in fair treatment and transparent handling of all consumer concerns. Our Grievance Redressal Policy is designed to ensure that your issues are addressed quickly, professionally, and in accordance with applicable laws.        
   

What is a Grievance?      

A grievance refers to any issue or dissatisfaction that arises from a product or service purchased through our platform, for which the customer is seeking a resolution. This may include, but is not limited to, concerns related to product quality or defects, incorrect or delayed deliveries, payment-related issues, problems with returns, refunds, or exchanges, dissatisfaction with customer service, and queries related to our policies.        
   

How to Raise a Grievance          
   

If you have a concern, we encourage you to reach out to us through our support channels. Here's how the process works:    

• Visit our Help Centre or Contact Us Page    
• Navigate to the "Contact Us" section on our website or Select Your Issue.    
• Choose the relevant category or topic related to your issue.    
• Submit Your Query    
• Provide all necessary details including order ID, issue description, and any supporting documents or images.    
• Once submitted, our support team will review the matter and respond accordingly.           
     

Escalation to Grievance Officer          
   

If your concern remains unresolved or you are not satisfied with the resolution provided by our customer care team, you may escalate the matter to our designated Grievance Officer, in accordance with the Information Technology Act, 2000 and other applicable laws.    

To ensure accountability and compliance with legal requirements, Divamarketz has appointed a dedicated Grievance Redressal Officer. The officer is responsible for overseeing the complaint resolution process, ensuring fairness, and addressing unresolved or escalated matters. You may reach the Grievance Officer via email at    eonessenceprivatelimited@gmail.com  

Grievance Handling Process      

Acknowledgement: We will acknowledge the receipt of your grievance within 48 hours via email.    

Unique Ticket/Reference ID: A unique grievance ID will be generated and shared with you to track your complaint status.    

Resolution Timeline: Our team, along with the Grievance Officer, will make all efforts to resolve your grievance at the earliest, generally within 7 working days, or as prescribed under applicable laws.    

Updates & Communication: You will receive regular updates on the progress of your grievance via your registered communication method.        
   

Closure of Grievance          
   

Your grievance shall be considered closed and resolved in the following circumstances:        
   

• When you receive a satisfactory resolution from our support team or Grievance Officer.    
• When you fail to respond to our communications within a reasonable period after resolution is offered.    
• When a final resolution has been communicated in accordance with our policies and applicable law.    

Contact Us        
   

For any further queries or to initiate a grievance, please contact us at eonessenceprivatelimited@gmail.com          
   

Note      

This policy is subject to periodic revisions. For the most updated version, please refer to our Terms of Use and Privacy Policy pages.