At Thedailylooks, operated by Axisora Ventures Private Limited, We are committed to maintaining a fair, transparent, and dependable shopping experience for our customers. We believe every consumer concern should be handled responsibly and with appropriate attention. This Grievance Redressal Policy explains how complaints and concerns are received, reviewed, escalated, and resolved in accordance with applicable laws. 

What is a Grievance? 

A grievance is any concern, complaint, or dissatisfaction arising from a product or service purchased through our platform for which the customer seeks a resolution. This may include, but is not limited to, concerns regarding product quality or defects, incorrect or delayed deliveries, payment-related matters, return, refund, or exchange issues, dissatisfaction with customer support, and questions regarding our policies. 

How to Raise a Grievance 

If you have a concern, we encourage you to contact us through our available support channels. The grievance process is as follows: 

1. Visit our Help Centre or Contact Us Page 
   • Go to the "Help Centre" or "Contact Us" section available on our website or mobile application. 
      
2. Select Your Issue 
   • Choose the category or topic that best relates to your concern. 
      
3. Submit Your Query 
   • Provide all relevant information, including your order ID, a clear description of the issue, and any supporting documents or images. 

Once your grievance has been submitted, our support team will review the matter and respond accordingly. 

Escalation to Grievance Officer 

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer care team, you may escalate the matter to our designated Grievance Officer, in accordance with the Information Technology Act, 2000 and other applicable laws. 

To maintain accountability and comply with legal requirements, Thedailylooks has appointed a dedicated Grievance Redressal Officer. The officer is responsible for supervising the complaint resolution process, promoting fair handling, and addressing unresolved or escalated grievances. You may contact the Grievance Officer through email at aurorixsystemsprivatelimited@gmail.com. 

Grievance Handling Process 
 

• Acknowledgement : We will acknowledge receipt of your grievance within 48 hours through email. 
• Unique Ticket/Reference ID : A unique grievance ID will be created and shared with you so that you can track the status of your complaint. 
• Resolution Timeline : Our support team, together with the Grievance Officer, will make reasonable efforts to resolve your grievance at the earliest, generally within 7 working days, or within the period prescribed under applicable laws. 
• Updates & Communication : You will receive relevant updates regarding the progress of your grievance through your registered communication method. 
   

Closure of Grievance 

Your grievance will be considered closed and resolved under the following circumstances: 

• When you receive a satisfactory resolution from our support team or Grievance Officer. 
• When you do not respond to our communications within a reasonable period after a resolution has been offered. 
• When a final resolution has been communicated in accordance with our policies and applicable law. 
   

Contact Us 

For any further questions or to submit a grievance, please contact us at aurorixsystemsprivatelimited@gmail.com. 

Note 

This policy may be revised periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.