At Sopozo.com, we value our customers and are committed to resolving their concerns efficiently and transparently. This Grievance Redressal Policy outlines the process for addressing complaints related to our products, services, or website.
1. Purpose
This policy ensures that all grievances raised by customers are handled in a fair, transparent, and timely manner. We strive to provide a seamless shopping experience and take customer feedback seriously.
2. How to Raise a Complaint?
If you have any concerns regarding your order, product quality, payment issues, or any other matter, you can contact us through the following channels:
- Email: ask@sopozo.com
- WhatsApp: 9220270844
Required Information:
When raising a complaint, please provide the following details:
- Full Name
- Order ID
- Contact Information
- Description of the Issue
- Supporting Evidence (if applicable, such as 360-degree unboxing video, screenshots, etc.)
3. Complaint Resolution Process
- Acknowledgment: Once we receive your complaint, we will acknowledge it within 24-48 hours.
- Investigation: Our team will review the issue and may request additional details if necessary.
- Resolution:
- If the complaint is valid, we will take appropriate action, such as exchange, refund (only if applicable), or resolution of service-related issues.
- If the complaint is not valid, we will provide a detailed explanation.
- Timeframe for Resolution: Complaints will be resolved within 7-10 business days, depending on the nature of the issue.
4. Escalation Process
If you are not satisfied with the resolution provided, you may escalate the issue by contacting our senior management at [Higher Authority Email/Contact].
5. Terms & Conditions
- Complaints related to damaged or missing products require a 360-degree unboxing video for validation.
- Exchange requests must be raised within 2 days of receiving the product.
- Refunds are not applicable, and only exchanges are allowed as per our return policy.
- Complaints related to payments will be resolved based on the transaction proof provided.
6. Governing Law
This policy is governed by the laws of India, and any disputes arising from grievance resolution shall be subject to the jurisdiction of New Delhi courts.
By shopping on Sopozo.com, you agree to abide by this Grievance Redressal Policy. We appreciate your cooperation and are here to assist you with any concerns.