At Regalthreadz, owned and operated by Ecliptica Collective Labs Private Limited, we are committed to offering a transparent, fair, and reliable shopping experience. In this Grievance Policy, “we,” “our,” and “us” refer to Ecliptica Collective Labs Private Limited, while “you,” “your,” and “user” refer to customers using our platform. Our aim is to handle complaints efficiently, professionally, and in compliance with applicable laws.  

Definition of a Grievance  

A grievance refers to any complaint, concern, or dissatisfaction related to products or services obtained via our platform. Examples include:  

• Defective or quality-related product issues  
• Incorrect, delayed, or failed deliveries  
• Payment failures or transaction issue  
• Problems with returns, exchanges, or refunds  
• Concerns regarding customer support interactions  
• Requests for clarification on company policies  

How to Submit a Grievance  

To register a grievance, please follow these steps:  

• Access Support: Visit the “Contact Us” section on our website
• Select Category: Choose the category that best describes your concern  
• Provide Details: Include your Order ID, a detailed description of the issue, and attach supporting documents or images  
• Submit: Our support team will review your submission and respond accordingly  

Escalation to the Grievance Officer  

If your grievance is not resolved or you are dissatisfied with the response:  

• Escalate the matter to our Grievance Officer  
• The escalation process is conducted under the Information Technology Act, 2000, and other relevant regulations  
• The Grievance Officer ensures thorough and fair handling of escalated complaints  
• Contact: Reach the Grievance Officer at eclipticacollectivelabspvtltd@gmail.com

Grievance Handling Process  

• Acknowledgement: You will receive confirmation of your grievance within 48 hours via email  
• Tracking ID: A unique reference number will be provided to track the status of your grievance  
• Resolution Timeline: Grievances are generally addressed within 7 working days, or as required by law  
• Regular Updates: You will be kept informed of progress through your registered contact details  

Closure of Grievances  

A grievance is considered resolved when:  

• A satisfactory solution is provided by the support team or Grievance Officer  
• No response is received from you within a reasonable time after resolution communication  
• A final decision is issued in line with company policies and legal requirements  

Contact Information  

For any questions, assistance, or to submit a grievance, please contact us at: eclipticacollectivelabspvtltd@gmail.com

We are dedicated to addressing your concerns promptly, fairly, and transparently.