Grievance Redressal Policy 

At Omyshop, managed by Cleverbyte Enterprises Private Limited, we are committed to offering a smooth, dependable, and fair shopping experience. In this policy, “we,” “our,” and “us” refer to Cleverbyte Enterprises Private Limited, while “you,” “your,” and “user” refer to our valued customers. We focus on fairness, transparency, and prompt resolution of complaints. This policy outlines how grievances are handled professionally, quickly, and in compliance with applicable laws.

Definition of a Grievance

A grievance refers to any complaint, concern, or dissatisfaction related to products or services purchased on our platform. Common examples include:

• Defective products or quality-related issues
• Incorrect, delayed, or failed deliveries
• Payment failures or transaction-related problems
• Challenges with returns, exchanges, or refunds
• Concerns regarding customer support services
• Requests for clarification on policies

How to Submit a Grievance

To lodge a grievance, follow these steps:

Access Help Centre / Contact Page

• Visit the “Help Centre” or “Contact Us” section on our website or app.

Select Category

• Choose the category that best describes your concern.

Provide Details

• Enter your Order ID, clearly describe the issue, and attach relevant documents or images.

Review & Submit

• Our support team will review your submission and respond accordingly.

Escalation to the Grievance Officer

If your issue remains unresolved or you are dissatisfied with the response:

• Escalate your grievance to our Grievance Officer.
• The escalation process follows the Information Technology Act, 2000, and other relevant laws.
• The Grievance Officer ensures fair and thorough handling of escalated complaints.
• Contact the Grievance Officer at: cleverbyteenterprises01@gmail.com

Grievance Resolution Process

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email.
• Tracking ID: A unique reference number is assigned to monitor progress.
• Resolution Timeline: Complaints are addressed within 7 working days or as per legal requirements.
• Regular Updates: You will be periodically updated on the status of your grievance through registered contact information.

Closure of Grievance

A grievance is considered resolved when:

• A satisfactory resolution has been provided by support or the Grievance Officer.
• No response is received from you within a reasonable timeframe after the resolution is communicated.
• A final decision has been issued in accordance with our policies and legal obligations.

Contact Information

For assistance, queries, or to submit a grievance, please contact us at: cleverbyteenterprises01@gmail.com. We remain committed to resolving your concerns promptly, fairly, and transparently.