Grievance Redressal Policy

At Deale, customer satisfaction is our top priority. We are committed to addressing and resolving any concerns, complaints, or issues you may encounter while shopping with us. This Grievance Redressal Policy outlines the process for lodging a complaint and ensures that your concerns are handled in a fair, transparent, and timely manner.

1. Purpose

  • Provide a structured framework for addressing customer grievances.
  • Ensure all complaints are resolved effectively and efficiently.
  • Maintain transparency and accountability in grievance handling.
  • Continuously improve our services based on customer feedback.

2. Scope

This policy applies to all customers who wish to raise concerns related to:

  • Order processing and delivery
  • Product quality, defects, or incorrect items
  • Payment issues or refunds
  • Website functionality or user experience
  • Any other concerns related to our services

3. How to Raise a Grievance

If you have a concern or complaint, you can raise it through the following channel:

Email

  • Send an email to support@deale.in
  • Mention your name and order number (if applicable)
  • Provide a brief description of the issue
  • Attach supporting documents such as images or screenshots if relevant

4. Grievance Handling Process

Step 1: Acknowledgment

  • Your grievance will be acknowledged within 24 hours of receipt.

Step 2: Resolution

  • Our team will investigate the issue thoroughly.
  • We aim to resolve grievances within 1–3 business days.
  • If additional time is required, you will be informed via email.

Step 3: Closure

  • Once resolved, we will notify you via email.
  • We will ensure appropriate resolution before closing the complaint.

5. Escalation Process

If you are not satisfied with the resolution provided, you may reply to the same email thread requesting escalation. Your complaint will be reviewed by a senior team member, and a response will be provided within 5 business days.

6. Key Principles

  • Fairness: All complaints are handled impartially.
  • Transparency: Clear communication throughout the process.
  • Confidentiality: Your information is kept secure.
  • Accountability: Timely resolution of grievances.

7. Feedback and Suggestions

We value your feedback as it helps us improve our services. You may share suggestions by emailing us at support@deale.in.

8. Contact Us

Deale Customer Support
Email: support@deale.in