At Virat Apparels, customer satisfaction, trust, and transparency are at the heart of everything we do. We are committed to providing a seamless shopping experience and addressing customer concerns promptly, fairly, and professionally.
This Grievance Redressal Policy outlines the procedure for customers to raise complaints, concerns, feedback, or disputes relating to products, orders, services, payments, privacy, or any other aspect of their interaction with www.viratapparels.com (“Website”).
By using our Website or purchasing our products, you agree to the terms of this Grievance Redressal Policy.
1. Business Information
Business Name: Virat Apparels
Proprietor: Sonali Kadam
Registered Address:
F3, Nityanand Society,
Pokar Colony,
Nashik, Maharashtra – 422004
India
Website:
www.viratapparels.com
Customer Support Email:
apparelsvirat@gmail.com
Customer Support Phone / WhatsApp:
+91 9145100337
Business Hours:
Monday to Saturday
11:00 AM – 7:00 PM (IST)
2. Purpose of This Policy
The purpose of this policy is to:
- Provide customers with a clear process for raising grievances.
- Ensure complaints are handled fairly and respectfully.
- Promote timely resolution of genuine concerns.
- Improve customer satisfaction through transparent communication.
- Continuously improve our products and services based on customer feedback.
3. What Is a Grievance?
A grievance refers to any complaint, concern, dissatisfaction, or dispute relating to your interaction with Virat Apparels, including but not limited to:
- Delayed delivery
- Incorrect product received
- Damaged or defective product
- Return, refund, or exchange concerns
- Order cancellation issues
- Payment-related concerns
- Website errors
- Product quality concerns
- Customer support experience
- Privacy-related concerns
- Marketing communications
- Technical issues while using the Website
- Any other issue connected with our products or services
4. How to Submit a Grievance
Customers may submit their grievance using any of the following channels:
Phone / WhatsApp
+91 9145100337
Business Hours
Monday to Saturday
11:00 AM – 7:00 PM (IST)
To help us resolve your concern efficiently, please include:
- Full Name
- Order Number (if applicable)
- Registered Mobile Number
- Registered Email Address
- Description of the issue
- Relevant photographs or videos (if applicable)
- Supporting documents (if applicable)
Providing complete and accurate information helps us investigate your concern more quickly.
5. Grievance Officer
In accordance with our commitment to customer service, the Grievance Officer for Virat Apparels is:
Name: Sonali Kadam
Designation: Proprietor & Grievance Officer
Email: apparelsvirat@gmail.com
Phone: +91 9145100337
The Grievance Officer is responsible for:
- Receiving customer complaints.
- Reviewing grievances objectively.
- Coordinating with internal teams.
- Communicating updates to customers.
- Working toward fair and reasonable resolutions.
6. Grievance Resolution Process
Once a grievance is received, the following process will generally be followed:
Step 1 – Receipt of Complaint
Your grievance is received through Email or Phone/WhatsApp.
Step 2 – Review
Our team reviews the information provided.
If additional details are required, we may contact you for clarification.
Step 3 – Investigation
Where necessary, we may review:
- Order records
- Delivery information
- Product details
- Courier updates
- Payment records
- Photographs or videos provided
- Internal quality control records
Step 4 – Resolution
After completing our review, we will communicate an appropriate resolution, which may include:
- Clarification
- Replacement
- Exchange
- Refund (where applicable)
- Corrective action
- Any other suitable resolution based on the circumstances
7. Resolution Time
Virat Apparels aims to:
- Acknowledge grievance-related communications within a reasonable time during business hours.
- Investigate complaints as promptly as reasonably possible.
- Work toward resolving genuine grievances without unnecessary delay.
The exact resolution time may vary depending on:
- Nature of the issue
- Availability of supporting information
- Courier investigations
- Payment verification
- Complexity of the complaint
8. Customer Responsibilities
To help us resolve grievances efficiently, customers are expected to:
- Provide accurate information.
- Submit genuine complaints.
- Cooperate during the investigation.
- Respond to requests for additional information where necessary.
- Preserve relevant evidence, such as photographs, packaging, invoices, or unboxing videos, when reporting damaged or incorrect products.
Failure to provide necessary information may affect our ability to investigate and resolve the grievance.
9. Product-Related Complaints
For complaints involving products, customers may be requested to provide:
- Product photographs
- Packaging photographs
- Shipping label photographs
- Invoice
- Order confirmation
- Unboxing video (if available)
These materials help verify claims and enable faster resolution.
10. Payment-Related Complaints
For payment-related issues, customers may be asked to provide:
- Payment reference number
- Transaction ID
- Bank reference
- Screenshot of payment confirmation
- Date and time of payment
Virat Apparels may coordinate with the relevant payment gateway or financial institution where necessary.
11. Shipping-Related Complaints
Shipping-related grievances may include:
- Delivery delays
- Incorrect delivery status
- Lost shipments
- Damaged packages
- Missing products
Such complaints may require verification with our logistics partners before a final resolution can be provided.
12. Return and Refund Complaints
Complaints relating to returns, exchanges, or refunds will be handled in accordance with our Return, Refund & Exchange Policy.
Customers should ensure that their requests comply with the eligibility conditions outlined in that policy.
13. Privacy-Related Complaints
If your grievance relates to:
- Personal information
- Data security
- Marketing communications
- Privacy rights
- Cookies
it will be reviewed in accordance with our Privacy Policy and Cookie Policy.
14. False or Fraudulent Complaints
Virat Apparels reserves the right to reject complaints that are found to be:
- False
- Misleading
- Fraudulent
- Abusive
- Repetitive without merit
- Intended to misuse our policies or services
Where necessary, Virat Apparels may take appropriate action to protect its business, employees, customers, and operations.
15. Respectful Communication
We are committed to treating every customer with respect and courtesy.
We expect the same from customers when communicating with our support team.
Virat Apparels reserves the right to discontinue communication that involves:
- Abusive language
- Threats
- Harassment
- Discriminatory remarks
- Defamatory statements
- Illegal conduct
This will not affect any legal rights available to customers under applicable law.
16. Continuous Improvement
Customer feedback plays an important role in helping us improve our products and services.
We regularly review customer grievances to:
- Improve product quality.
- Enhance delivery processes.
- Strengthen customer support.
- Improve website functionality.
- Enhance overall customer experience.
17. Governing Law
This Grievance Redressal Policy shall be governed by and interpreted in accordance with the laws of India.
Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts located in Nashik, Maharashtra, unless otherwise required by applicable law.
18. Changes to This Policy
Virat Apparels reserves the right to update, amend, or modify this Grievance Redressal Policy at any time without prior notice.
Any revisions will become effective immediately upon publication on www.viratapparels.com.
Customers are encouraged to review this policy periodically.
19. Contact Us
If you have any questions or wish to submit a grievance, please contact us:
Virat Apparels
Email: apparelsvirat@gmail.com
Phone / WhatsApp: +91 9145100337
Business Hours:
Monday to Saturday
11:00 AM – 7:00 PM (IST)
Registered Address:
F3, Nityanand Society,
Pokar Colony,
Nashik, Maharashtra – 422004
India