GRIEVANCE REDRESSAL POLICY  

At Pureelara, operated by Kevolinx Private Limited, we understand that choosing the perfect accessory is a personal experience where every detail matters. Your feedback is important to us, and we are committed to addressing concerns with care, fairness, and efficiency.  

This policy explains how we manage grievances related to our products, services, or overall customer experience. When this policy refers to “we,” “our,” or “us,” it means Pureelara. References to “you,” “your,” or “customer” refer to our valued shoppers, whose satisfaction guides everything we do.  

We comply with all applicable laws to review and resolve grievances thoroughly. If any part of your experience does not meet expectations, you can trust us to listen carefully and work toward a fair and satisfactory resolution.  

Your trust matters to us, and we aim to ensure every interaction with Pureelara is transparent, reassuring, and smooth.  

What is a Grievance?  

A grievance refers to any concern or dissatisfaction you may have while shopping with us that does not meet your expectations. Examples include:  

• Receiving an incorrect, defective, or damaged product   
   
• Shipping delays   
   
• Payment-related issues   
   
• Difficulties with returns or refunds   
   
• Unsatisfactory customer service   
   

We encourage you to share concerns openly. Your feedback helps us identify areas for improvement and ensures issues are resolved promptly and fairly. Every grievance you raise allows us to enhance our services and create a smoother shopping experience for all customers.  

How to Raise a Grievance  

Shopping with us should always be enjoyable. If any issue arises, raising a grievance is simple:  

1. Visit Support Pages – Go to the  Help Centre or  Contact Us section on our website.   
    
2. Select the Relevant Issue – Choose the option that best describes your concern so it reaches the right team quickly.   
    
3. Provide Details – Include your Order ID, a clear description of the issue, and supporting photos/documents if applicable.   
    

Our support team will review your request and provide a resolution tailored to your situation. We are here to listen, guide, and ensure your shopping experience remains smooth and enjoyable.  

Escalation to the Grievance Officer  

If your issue is not resolved through initial support, you may escalate it to our Grievance Redressal Officer. This officer provides an impartial review, ensuring compliance with the Information Technology Act, 2000 and other applicable regulations.  

To escalate, you may contact the Grievance Officer directly at kevolinxpvtltd@gmail.com. We take every concern seriously and are committed to reaching a fair and satisfactory resolution.  

Grievance Handling Process  

At Pureelara, we recognize that every accessory you choose is personal, and any issue can feel disappointing. That’s why we follow a structured, transparent process:  

• Acknowledgment – Complaints are acknowledged within 48 hours of receipt via email.   
   
• Case Tracking – Each grievance is assigned a unique reference/ticket number for tracking.   
   
• Resolution Timeline – Most grievances are resolved within 7 working days, unless additional legal or procedural requirements apply.   
   
• Regular Communication – We keep you updated at every stage through your preferred contact method.   
   

We are committed to ensuring your grievance is managed with fairness, professionalism, and care.  

Closure of Grievance  

A grievance is considered closed under the following conditions:  

• Resolution Accepted – When you confirm that the solution provided meets your expectations.   
   
• No Response – If you do not respond to our proposed resolution within a reasonable timeframe.   
   
• Final Outcome – When a definitive decision has been communicated as per our internal process and legal obligations.   
   

Once closed, your grievance is concluded with the assurance that it has been reviewed and addressed responsibly.  

Connect With Us Anytime  

Shopping for accessories should always feel joyful, never stressful. If you have questions, need assistance, or wish to share feedback, we are here to help.  

Contact us at kevolinxpvtltd@gmail.com, and our team will respond promptly with clear guidance and support.  

Policy Updates  

We may update this policy periodically to align with evolving guidelines and improve your experience. We encourage you to review our Terms of Use and Privacy Policy for the latest updates.  

Your feedback helps us refine our services and deliver a better, more seamless shopping experience every time.