Grievance Redressal Policy

At Zyraedge, operated by Nebyros Veil Stack, we are committed to delivering a fair, transparent, and reliable shopping experience. In this policy, “we,” “our,” and “us” refer to Nebyros Veil Stack, while “you,” “your,” and “user” refer to our valued customers. We ensure that grievances are addressed promptly, professionally, and in compliance with applicable laws.  

Definition of Grievance  

A grievance includes any complaint, concern, or dissatisfaction related to products or services purchased from our platform. Examples include:  

• Defective products or quality-related issues  
• Incorrect, delayed, or failed deliveries  
• Payment failures or other transaction problems  
• Difficulties with returns, exchanges, or refunds  
• Concerns regarding customer support interactions  
• Requests for clarification on policies  

How to Submit a Grievance  

To raise a grievance, follow these steps:  

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

Escalation to Grievance Officer  

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

• Escalate the issue to our Grievance Officer.  
• The escalation process follows the Information Technology Act, 2000, and other applicable laws.  
• The Grievance Officer ensures fair and thorough handling of escalated complaints.  
• Contact: Reach the Grievance Officer at Nebyrosveilstack@gmail.com.  

Grievance Resolution Process  

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email.  
• Tracking ID: A unique reference number is assigned to monitor progress.  
• Resolution Timeline: Complaints are typically resolved within 7 working days or as per legal requirements.  
• Regular Updates: Periodic updates on grievance status are sent to your registered contact details.  

Closure of Grievance  

A grievance is considered resolved when:  

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

Contact Information  

For any questions, assistance, or to submit a grievance, contact us at: Nebyrosveilstack@gmail.com.   
We are committed to resolving your concerns efficiently, fairly, and transparently.