Grievance Redressal Policy

At Dress Pointz, managed by Prismatix Technologies Private Limited, we are dedicated to delivering a transparent, fair, and reliable shopping experience.  

For the purpose of this policy:  

• “We,” “our,” and “us” refer to Prismatix Technologies Private Limited   
   
• “You,” “your,” and “user” refer to customers using our platform  

We aim to address all grievances promptly, professionally, and in compliance with applicable laws.  

What Constitutes a Grievance  

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

• Defective, damaged, or quality-related products   
   
• Delayed, incorrect, or failed deliveries   
   
• Payment failures or transaction issues   
   
• Challenges with returns, exchanges, or refunds   
   
• Concerns regarding customer support interactions   
   
• Requests for clarification on company policies  

How to Submit a Grievance  

To submit a grievance, follow these steps:  

• Access Help Centre / Contact Page: Navigate to the “Contact Us” section on our website   
   
• Select Category: Choose the category that best fits your issue   
   
• Provide Details: Include your Order ID, a clear description of the problem, and attach supporting documents or images   
   
• Review & Submit: Our support team will evaluate your submission and respond appropriately  

Escalation to Grievance Officer  

If your grievance remains unresolved or you are dissatisfied with the response:  

• Escalate the issue to our Grievance Officer   
   
• The escalation process complies with the Information Technology Act, 2000, and other applicable regulations   
   
• The Grievance Officer ensures a fair and thorough review of escalated complaints   
   
• Contact: Reach the Grievance Officer at prismatixtechnologiespvtltd@gmail.com  

Grievance Resolution Process  

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email   
   
• Tracking ID: A unique reference number is provided to monitor progress   
   
• Resolution Timeline: Grievances are generally resolved within 7 working days or as required by law   
   
• Regular Updates: You will receive periodic updates on the status via your registered contact details  

Closure of Grievance  

A grievance is considered resolved when:  

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

Contact Information  

For assistance, questions, or to submit a grievance, please contact us at prismatixtechnologiespvtltd@gmail.com  

We remain committed to resolving all concerns promptly, fairly, and transparently.