At Basicstrends managed by Venexis Entertainment Private Limited, we are dedicated to delivering a reliable and transparent shopping experience for every customer. We believe that every concern deserves fair consideration and prompt attention. This Grievance Redressal Policy has been established to ensure that customer complaints are handled efficiently, professionally, and in accordance with applicable laws and regulations.
What is a Grievance?
A grievance refers to any complaint, concern, or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks resolution. This may include, but is not limited to, issues relating to product quality or defects, incorrect or delayed deliveries, payment concerns, returns, refunds, exchanges, customer service experiences, or questions regarding our policies.
How to Raise a Grievance
If you have any concern, we encourage you to contact us through our available support channels. The process is outlined below:
Visit our Contact Us Page
Navigate to the "Contact Us" section available on our website or mobile application.
Select Your Issue
Choose the category or topic that best matches the nature of your concern.
Submit Your Query
Provide all relevant information, including your Order ID, a detailed description of the issue, and any supporting documents or images that may assist in resolving your concern.
Once your request has been submitted, our customer support team will review the details and respond accordingly.
Escalation to Grievance Officer
If your concern remains unresolved or you are not satisfied with the response provided by our customer support team, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws.
To maintain transparency and ensure compliance with legal requirements, Basicstrends has appointed a dedicated Grievance Redressal Officer. The officer is responsible for supervising the complaint resolution process, ensuring impartial handling, and addressing unresolved or escalated matters. You may contact the Grievance Officer via email at venexisentertainment@gmail.com.
Grievance Handling Process
Acknowledgement: We will acknowledge receipt of your grievance through email within 48 hours.
Unique Ticket/Reference ID: A unique grievance reference number will be generated and shared with you so you can monitor the progress of your complaint.
Resolution Timeline: Our support team, together with the Grievance Officer, will make every reasonable effort to resolve your grievance as quickly as possible, generally within 7 working days or within the timeframe prescribed under applicable laws.
Updates & Communication: You will receive timely updates regarding the status and progress of your grievance through your registered communication channel.
Closure of Grievance
Your grievance will be considered resolved and closed under the following circumstances:
Contact Us
For any additional questions or to submit a grievance, please contact us at: venexisentertainment@gmail.com.
Note
This Grievance Redressal Policy may be updated from time to time. For the latest version, please refer to our Terms of Use and Privacy Policy pages.