At Enigmashops, we are dedicated to offering a reliable and hassle-free shopping experience to every customer. We strongly value fairness, transparency, and prompt action in addressing any consumer concerns. This Grievance Redressal Policy ensures that your issues are handled swiftly, professionally, and in compliance with applicable legal requirements.
A grievance refers to any complaint, concern, or dissatisfaction arising from a product or service purchased on our platform, where the customer seeks resolution. This can include, but is not limited to, matters involving product defects or quality concerns, delays or errors in delivery, payment-related disputes, return or refund difficulties, issues with exchanges, dissatisfaction with customer service, or clarifications regarding our policies.
If you experience any issue, we encourage you to contact us using our official support channels. The process is as follows:
Visit Our Help Section
Go to the “Help Centre” or “Contact Us” page available on our website or mobile application.
Select the Concern
Choose the most relevant category that matches your issue.
Submit the Request
Enter all required details such as your Order ID, description of the problem, and any supporting attachments (like images or documents).
Once your request is submitted, our customer support team will carefully review the issue and provide a suitable response.
If your complaint is not resolved to your satisfaction or remains pending, you may escalate it to our appointed Grievance Officer, as mandated by the Information Technology Act, 2000 and other relevant laws.
To ensure compliance and accountability, Metropulses has designated a Grievance Redressal Officer responsible for supervising the resolution process, maintaining fairness, and addressing escalated complaints. You can reach the Grievance Officer directly at enigmashops2@gmail.com.
Acknowledgement: We will confirm receipt of your grievance within 48 hours by email.
Unique Tracking ID: A distinct reference number will be assigned and shared with you to track your complaint status.
Resolution Timeline: Our team, in coordination with the Grievance Officer, will work towards resolving the matter at the earliest, generally within 7 working days, or within the period required under applicable laws.
Regular Updates: You will be kept informed of the progress of your grievance through your registered communication method.
Your grievance will be treated as resolved and closed under the following conditions:
For further assistance or to raise a grievance, please contact us at enigmashops2@gmail.com.
This policy is subject to periodic revisions. For the most updated version, please refer to our Terms of Use and Privacy Policy pages.