Grievance Redressal Policy

The purpose of this policy is to provide customers with a clear and structured process for raising complaints or grievances.

This policy covers concerns related to:

• Orders
• Payments
• COD or partial COD
• Shipping and delivery
• Product received
• Exchange requests
• Refunds
• Warranty claims
• Customer support experience
• Privacy-related concerns
• Website-related issues
• Policy-related disputes

Vervit's aim is to handle every genuine grievance with fairness, clarity, and proper documentation.

Before raising a formal grievance, customers are requested to first contact Vervit Support.

Most order-related issues can be resolved faster by our support team.

Vervit Support:
Email: support@vervit.co.in
WhatsApp: +91 82679 48512
Support Hours: Monday to Saturday, 10 AM – 6 PM IST

Please share your Order ID and registered contact details for faster assistance.

You may raise a formal grievance if:

• Your issue was not resolved by customer support.
• You did not receive a response within the expected support timeline.
• You disagree with the resolution offered.
• You believe your concern was not reviewed properly.
• You have a complaint related to payment, refund, delivery, exchange, warranty, privacy, or customer support.
• You want the matter reviewed by Vervit's Grievance Officer.

A grievance should be raised only with correct details and genuine facts.

False, abusive, misleading, incomplete, or repeated complaints may delay resolution.

For formal grievances, customers may contact Vervit's Grievance Officer.

Grievance Officer:
Name: Grievance Officer
Designation: Grievance Officer
Company: Vervit Fashions Pvt Ltd
Email: support@vervit.co.in
Phone/WhatsApp: +91 82679 48512
Address: [registered address]
Working Hours: Monday to Saturday, 10 AM – 6 PM IST

Ecommerce entities in India are expected to maintain an adequate grievance redressal mechanism and display grievance contact details on the platform; the ecommerce rules also prescribe complaint acknowledgement and redressal timelines.

To submit a grievance, please email or message us with the subject line: Formal Grievance – Order ID [Your Order ID]

Your grievance should include:

• Full name
• Order ID
• Registered mobile number
• Registered email ID
• Shipping address, if relevant
• Product name, if relevant
• Clear explanation of the issue
• Date of order
• Date of delivery, if applicable
• Screenshots, photos, videos, payment proof, courier proof, or other supporting documents
• Previous support ticket or chat details, if any
• Resolution expected by you

Incomplete details may delay grievance review.

Once Vervit receives a formal grievance with sufficient details, we will acknowledge the complaint within the applicable timeline.

Our standard acknowledgement timeline is within 48 hours of receiving the grievance.

If the grievance is incomplete, Vervit may ask the customer for missing details before proceeding with review.

Vervit will try to resolve grievances as soon as possible.

Our standard target is to resolve formal grievances within one month from the date of receipt of the complete grievance.

Some cases may require additional time due to courier investigation, payment gateway confirmation, bank confirmation, product inspection, return shipment, warranty inspection, missing documents, customer response delay, fraud or misuse review, third-party service delay, or legal compliance review.

If more time is required, Vervit will try to share an update with the customer.

After receiving a grievance, Vervit may review: order details, payment status, shipping status, delivery proof, customer communication, product photos or videos, unboxing video where applicable, exchange request history, warranty claim history, courier partner records, payment gateway records, website logs, and applicable Vervit policies.

The final resolution will depend on the facts of the case and the applicable policy.

For grievances related to product received, exchange, missing item, wrong item, or damaged item, customers must provide required proof as per the Exchange Policy.

This may include:

• Complete unboxing video
• Clear product photos
• Packaging photos
• Shipping label photo
• Invoice/order proof
• Details of the issue

If required proof is not available, resolution may be limited.

Exchange requests must be raised within the timelines mentioned in the Exchange Policy.

For payment or refund concerns, customers should provide: Order ID, payment screenshot, transaction ID, UPI reference number (if applicable), bank reference number (if applicable), date and time of payment, amount paid, and registered contact details.

Vervit may need to verify the issue with the payment gateway, bank, UPI provider, or refund partner. Refund timelines may depend on bank or payment partner processing.

For shipping or delivery complaints, Vervit may coordinate with courier partners.

Customers should provide: Order ID, tracking ID, registered mobile number, delivery message screenshot (if any), courier call details (if any), and proof of non-delivery, wrong delivery, or tampered package (if available).

Courier investigation timelines may vary and are partly outside Vervit's direct control.

For warranty-related complaints, customers must follow the Warranty Policy.

Customers should provide: Order ID, product name, clear photos, clear video, description of the issue, date of delivery, and any previous support details.

Warranty claims are subject to inspection and approval. The 1-Year Anti-Tarnish Guarantee applies only to eligible tarnishing or coating-fade concerns as described in the Warranty Policy.

For privacy-related grievances, customers may contact Vervit regarding: use of personal data, correction of personal details, update of personal details, promotional opt-out request, deletion request where applicable, data-related complaint, or unwanted promotional communication.

Privacy-related requests may require identity verification before action is taken.

Under the DPDP Act, individuals have a right to grievance redressal related to personal data processing, and the framework also covers rights such as correction, updating, and erasure subject to applicable conditions.

To help us resolve grievances properly, customers should not:

• Submit false claims
• Submit edited or misleading proof
• Use abusive language
• Threaten or harass support staff
• Raise repeated complaints for the same resolved issue without new information
• Share fake payment screenshots
• Claim missing product without proper proof
• Damage or alter product after delivery and claim it as received that way
• Use social media escalation before giving Vervit a reasonable chance to resolve the concern

Vervit reserves the right to restrict support abuse, fake claims, or policy misuse.

Depending on the case and applicable policy, Vervit may offer one or more of the following resolutions: clarification, order update, courier follow-up, payment status update, refund (where approved), replacement (where approved), exchange (where approved), warranty resolution (where approved), store credit, recoating (where approved), support escalation, or rejection with reason if the claim is not eligible.

The resolution will depend on verification and policy eligibility.

If your concern is not resolved by regular support, you may escalate it to the Grievance Officer.

Step 1: Contact Customer Support.
Step 2: Wait for support response and resolution attempt.
Step 3: If unresolved, email the Grievance Officer with full details.
Step 4: Vervit reviews the matter and shares resolution or status update.
Step 5: If still unresolved, customers may use remedies available under applicable law.

Customers may also access official consumer grievance channels where applicable, including the National Consumer Helpline.

Vervit takes customer complaints seriously, but false, fraudulent, abusive, or misleading claims harm genuine customers and the brand.

If Vervit finds evidence of misuse, fraud, false proof, repeated policy abuse, or intentional misrepresentation, Vervit may reject the claim, restrict future COD, restrict future requests, cancel future orders, block communication, or take appropriate legal action.

Vervit may communicate grievance updates through email, WhatsApp, SMS, phone calls, website support channels, or other official communication channels.

Customers are requested to monitor their registered email ID and phone number for updates. Delay in customer response may delay resolution.

Vervit will review grievances fairly based on available facts, proof, policy terms, courier records, payment records, product condition, and applicable law.

Vervit’s decision will be final for internal policy-based resolutions, unless the customer chooses to pursue remedies available under applicable law.