Grievance Redressal Policy
At Craftzena, operated by Springglane Innovation Private Limited, we believe every artist, creator, and craft enthusiast deserves a smooth and satisfying shopping experience. Your feedback and concerns are important to us, and we are committed to resolving every issue with fairness, transparency, and care.
This Grievance Redressal Policy explains how we handle concerns related to our products, services, deliveries, or customer support experience. In this policy, “we,” “our,” and “us” refer to Craftzena, while “you,” “your,” and “customer” refer to anyone browsing or shopping through our website.
We follow all applicable laws and customer service standards to ensure every complaint is reviewed properly and resolved responsibly. If your experience does not meet expectations, our team is always ready to listen and support you with the best possible solution.
Your trust matters to us, and we strive to make every interaction with our platform smooth, respectful, and reassuring.
What is a Grievance?
A grievance refers to any concern, complaint, or dissatisfaction related to your experience with our website, products, or services.
This may include issues such as:
- Receiving incorrect, damaged, or defective products
- Delayed deliveries
- Payment or transaction related concerns
- Problems with returns or refunds
- Unsatisfactory customer support experience
We encourage customers to share their concerns openly. Your feedback helps us improve our services and create a better experience for every artist and creator shopping with us.
How to Raise a Grievance
We aim to make the grievance process simple and convenient for all customers.
To submit a grievance:
- Visit our Help Centre or Contact Us page on the website
- Select the category that matches your issue
- Share your Order ID and describe the concern clearly
- Attach photos or supporting documents if required
Once your request is submitted, our support team will review the issue carefully and work toward a suitable resolution.
We are committed to providing clear guidance and timely assistance throughout the process.
Escalation to the Grievance Officer
If your concern is not resolved through our regular support process, you may escalate the issue to our Grievance Redressal Officer for further review. The Grievance Officer will independently review the matter and ensure it is handled fairly in accordance with applicable laws and internal policies. For escalations, you may contact the Grievance Officer at springglaneinnovationpvtltd@gmail.com. We take every complaint seriously and work hard to provide fair and satisfactory outcomes.
Grievance Handling Process
At Craftzena, every grievance is handled through a structured and transparent process.
Acknowledgment
Once your complaint is received, we will acknowledge it within 48 hours through email or your preferred communication method.
Ticket Reference
Each grievance will receive a unique ticket or reference number so you can track the progress easily.
Resolution Timeline
Most grievances are resolved within 7 working days. Some cases may require additional time depending on the nature of the issue or legal requirements.
Regular Updates
Our team will keep you informed throughout the process and provide updates whenever necessary.
We are committed to handling every concern with professionalism, fairness, and respect.
Closure of Grievance
A grievance will be considered closed under the following situations:
- You confirm satisfaction with the provided resolution
- No response is received from your side within a reasonable period
- A final decision has been communicated according to company policy and applicable laws
Once closed, the grievance will be considered resolved and completed responsibly.
Contact and Support
We believe shopping for craft and art supplies should always feel creative and stress free. If you have questions, concerns, or feedback, our team is always here to help. Please contact us at springglaneinnovationpvtltd@gmail.com, and we will respond with prompt support and clear assistance.
Policy Updates
We may update this Grievance Redressal Policy from time to time to reflect service improvements, legal requirements, or updated business practices. We encourage customers to review this page regularly along with our Terms and Privacy Policy for the latest information. Your feedback helps us improve continuously and provide a better shopping experience for every creative individual.