At Primepieces, operated by Gowen Innovative Solutions Private Limited, we are committed to providing a fair, transparent, and reliable shopping experience. In this policy, “we,” “our,” and “us” refer to Gowen Innovative Solutions Private Limited, while “you,” “your,” and “user” refer to our valued customers. We prioritize timely, professional, and legally compliant handling of grievances. 

What Constitutes a Grievance 

A grievance refers to any complaint, concern, or dissatisfaction regarding products or services purchased on our platform. Examples include: 

• Defective or quality-related issues with products. 
• Incorrect, delayed, or failed deliveries. 
• Payment failures or transaction issues. 
• Difficulties with returns, exchanges, or refunds. 
• Concerns regarding customer support services. 
• 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 fits your issue. 
• Provide Details: Enter your Order ID, describe the problem clearly, and attach supporting documents or images. 
• Review & Submit: Our support team will review your submission and respond appropriately. 

Escalation to Grievance Officer 

If your issue remains unresolved or you are not satisfied with the response: 

• Escalate your grievance 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 the Grievance Officer at: Goweninnovativesolutionspvtltd@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 resolved within 7 working days or as per legal requirements. 
• Regular Updates: You will be periodically informed about the status of your grievance via registered contact details. 

Closure of Grievance 

A grievance is considered resolved if: 

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

Contact Information 

For assistance, queries, or to submit a grievance, please contact us at: Goweninnovativesolutionspvtltd@gmail.com. We are committed to resolving your concerns promptly, fairly, and transparently.