GRIEVANCE & REDRESSAL POLICY 

At Newkarts, we dedicate ourselves to offering a smooth, secure, and trustworthy way to shop. We uphold principles of fairness, openness, and responsibility in addressing customer concerns. This Grievance Redressal Policy has been designed to assure you that any issues you encounter will be managed swiftly, respectfully, and in compliance with applicable laws. 

What Constitutes a Grievance? 

A grievance refers to any complaint, concern, or dissatisfaction you may have in connection with a product or service purchased from our platform for which you seek resolution. The scope of such concerns may extend to, without limitation: 

• Concerns related to product defects, damages, or quality. 
   
• Incorrect, delayed, or failed deliveries. 
   
• Payment-related discrepancies or transaction errors. 
   
• Issues surrounding returns, refunds, or exchanges. 
   
• Inadequate or unsatisfactory customer service. 
   
• Queries, objections, or disputes about our policies. 

How to Raise a Grievance 

If you experience any issue, we encourage you to connect with us through our official support channels. The steps are as follows: 

Step 1: Go to the Help Centre/Contact Page 
Navigate to the “Help Centre” or “Contact Us” section on our website or mobile app. 

Step 2: Select Your Concern 
Choose the category that best represents your problem. 

Step 3: Submit Your Request 
Provide complete details such as your Order ID, a clear description of the issue, and any supporting images or documents. 

Once your grievance is submitted, our customer care team will thoroughly review your request and share a suitable response. 

Escalation to Grievance Officer 

If your issue is not addressed to your satisfaction, or if it remains unresolved, you can escalate the matter to our designated Grievance Officer. This process is in line with the requirements of the Information Technology Act, 2000, and other applicable regulations. 

Newkarts has appointed a dedicated Grievance Redressal Officer who oversees complaint handling, ensures fairness, and resolves escalated matters. For escalated concerns, contact the Grievance Officer directly at mysticminglewebsolutionsprivat@gmail.com. 

Grievance Handling Process 

• Acknowledgement – Our team will acknowledge your grievance via email within a 48-hour timeframe. 
  
   
• Unique Reference ID – A unique grievance ID will be assigned to help you track the status of your complaint. 
  
   
• Resolution Timeline – Our team, in collaboration with the Grievance Officer, will aim to resolve your concern within 7 working days or within the legally mandated 
  
  timeframe. 
  
   
• Communication Updates – You will be kept informed of progress and updates through your registered contact details. 

Closure of Grievance 

A grievance will be deemed closed under the following circumstances: 

• The issue is settled through a resolution provided by either the support team or the Grievance Officer. 
  
   
• No response is received from you within a reasonable timeframe after we provide a resolution. 
  
   
• A final resolution has been delivered in line with our policies and applicable legal requirements. 

Contact Us 

If you wish to raise a grievance or need clarification, please reach out to us at mysticminglewebsolutionsprivat@gmail.com. 

Note 

This policy may be revised periodically to align with updated business practices or legal obligations. For the latest information, please refer to our Terms of Use and Privacy Policy pages.