At Rosyluxe, your peace of mind matters. We work hard to create a shopping space that’s built on trust, clarity, and care. If something ever feels off or needs attention, we’re here to handle it with respect and fairness.

Throughout this policy, whenever we say “we,” “us,” or “our,” we’re referring to Rosyluxe. When we say “you,” “your,” or “customer,” we mean you—the heart of everything we do.

This Grievance Redressal Policy exists to ensure that your concerns are taken seriously, addressed promptly, and resolved in line with the laws that protect you.

What is a Grievance?

We know that sometimes things don’t go as expected. When that happens, we want you to feel heard.
 

A grievance is any issue or concern you may have after making a purchase on our platform. This could be anything from product defects or unexpected quality, delays in delivery, receiving the wrong item, problems with payments, or difficulties faced during returns, refunds, or exchanges. It may also include any dissatisfaction with the support you received or questions about our policies.

How to Raise a Grievance

If something about your order or experience feels off, we’re here to help you through it. Raising a grievance is simple and ensures your voice is heard.

1. Visit the Right Page: Head over to the “Help Centre” or “Contact Us” section on our website or mobile app.
2. Select a Concern: Browse the listed categories and pick the one that best matches the issue you’re facing.
3. Share the Details: Fill out the query form with all important information. Be sure to include your Order ID, a clear explanation of the problem, and any helpful documents or images.

Once we receive your concern, our support team will look into it thoroughly and get back to you with the next steps.

We're here to make sure your concerns are addressed with care and attention.

Escalation to Grievance Officer

If your concern hasn’t been fully resolved or if you feel the outcome wasn't satisfactory, you have the right to take it a step further.

As part of our commitment to fairness and transparency, Rosyluxe has appointed a dedicated Grievance Redressal Officer who handles escalated cases and ensures they are addressed with care and in full compliance with applicable laws, including the Information Technology Act, 2000.

The Grievance Officer is responsible for reviewing unresolved matters, ensuring due process, and upholding the standards we strive to maintain in every customer interaction. To escalate your concern, please reach out to the Grievance Officer directly via email at silkvestainfosystem@gmail.com/silkvestainfosystemauthorize@gmail.com .

Grievance Handling Process

When you raise a concern, we treat it with the seriousness it deserves. Here's what you can expect once your grievance reaches us:

• Quick Acknowledgement: We’ll send you an email confirmation within 48 hours to let you know that your grievance has been received and is under review.
• Tracking Your Concern: A unique ticket or reference number will be assigned to your complaint. This ID allows you to easily follow up and track the progress of your case.
• Working Toward a Timely Resolution: Our support team, along with the Grievance Officer, will aim to resolve your concern as quickly as possible, typically within 7 working days, unless a longer period is required by law.
• Clear and Ongoing Communication: You’ll be kept informed with regular updates through your registered email or preferred contact method, so you're never left in the dark.

Your voice matters to us, and we're here to ensure that every issue is handled with care, clarity, and fairness.

Closure of Grievance

We’re committed to resolving every concern with care. A grievance is officially marked as closed under any of the following circumstances:

• You’ve Received a Satisfactory Response: Once our support team or Grievance Officer has provided a resolution that meets your expectations, the matter will be considered resolved.
• No Response from Your Side: If we’ve shared a solution and don’t hear back from you within a reasonable time, we’ll consider the issue closed.
• Final Resolution Communicated: When we’ve delivered a final decision in line with our internal policies and all relevant legal standards, the grievance process is treated as complete.

Your feedback helps us grow, and we aim to ensure every issue finds a fair and timely conclusion.

Get in Touch

Have a question on your mind or something that didn’t feel right? We’re here to listen. Whether you need more clarity or wish to raise a concern, feel free to reach out to us anytime at silkvestainfosystem@gmail.com/silkvestainfosystemauthorize@gmail.com . We care about your experience, and we’re committed to supporting you.

A Quick Reminder

Our policies may be updated from time to time to better serve you. For the latest information and any recent changes, we recommend reviewing our Terms of Use and Privacy Policy pages regularly. Staying informed helps ensure a smoother experience every step of the way.