At Gentzattire, managed by Logicmatrix Innovations Private Limited, we are committed to providing a smooth and reliable shopping experience for men’s clothing. In this policy, “we,” “our,” and “us” refer to Logicmatrix Innovations Private Limited, while “you,” “your,” and “user” refer to our customers. We prioritize fairness, transparency, and timely resolution of grievances. This document outlines the procedures for handling complaints professionally and in accordance with applicable laws.  

Definition of a Grievance  

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

• Receiving defective or substandard men’s clothing   
   
• Incorrect, delayed, or failed deliveries   
   
• Payment-related issues or transaction errors   
   
• Difficulties with returns, exchanges, or refunds   
   
• Problems with customer support   
   
• Requests for clarification regarding website policies  

How to Lodge a Grievance  

To submit a grievance:  

• Help Centre / Contact Page: Visit the “Help Centre” or “Contact Us” section on the website or app   
   
• Select Category: Choose the option that best describes your issue   
   
• Provide Details: Enter your Order ID, describe the problem clearly, and attach relevant images or documents   
   
• Review & Submit: Our support team will review your submission and respond accordingly  

Escalation to Grievance Officer  

If your grievance remains unresolved or the response is unsatisfactory:  

• You may escalate the issue to our Grievance Officer   
   
• Escalation follows provisions under the Information Technology Act, 2000 and other applicable regulations   
   
• The Grievance Officer ensures fair review and resolution of escalated complaints   
   
• Contact the Grievance Officer at: logicmatrixinnovationspvtltd@gmail.com. 

Grievance Resolution Procedure  

• Acknowledgement: You will receive an email confirming receipt of your grievance within 48 hours   
   
• Tracking ID: A unique reference number will be provided for monitoring progress   
   
• Resolution Timeline: Complaints are addressed within 7 working days or as mandated by law   
   
• Regular Updates: You will be informed of the status via your registered contact details  

Closure of Grievance  

A grievance is considered resolved when:  

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

Contact Details  

For filing grievances, inquiries, or assistance, please reach out to us at: logicmatrixinnovationspvtltd@gmail.com.