At Atelierflora, operated by Caviston Private Limited, we prioritize providing a dependable and user-focused shopping experience. We adhere to ethical standards and are fully committed to addressing all user concerns in a clear, structured, and transparent manner. This Grievance Redressal Policy is designed to ensure all complaints are managed promptly, respectfully, and in compliance with applicable legal provisions.  

Definition of a Grievance    
A grievance refers to any form of dissatisfaction or complaint arising from your experience with our services or products through our platform, for which a resolution is requested. This may include damaged merchandise, shipment delays or errors, failed transactions, issues regarding returns, refunds, or exchanges, unsatisfactory customer service, or any concern related to our operational practices.  

Submitting a Grievance    
To report any concerns, we advise users to utilize the available support channels. The procedure is as follows:  

1. Access the Help Section or Contact Page    
   Visit the “Help Centre” or “Contact Us” page on our website or app to initiate the grievance process.  
2. Select the Appropriate Category    
   Choose the issue category that best matches your complaint to ensure efficient handling.  
3. Provide Required Information    
   Enter relevant details such as your order ID, describe the problem clearly, and attach supporting documents or screenshots if applicable.  

After submission, our support team will review the information and provide the most suitable resolution.  

Escalation to Grievance Officer    
If your complaint remains unresolved or the response from support does not meet your expectations, you may escalate it to the appointed Grievance Officer. This escalation aligns with the Information Technology Act, 2000, along with any other governing laws.    
Atelierflora has designated an official Grievance Redressal Officer responsible for reviewing escalated complaints fairly. You may contact the officer by sending your grievance to cavistonprivatelimited@gmail.com.  

Grievance Handling Process  

• Acknowledgement: You will receive an acknowledgment email within 48 hours of submitting your grievance.  
• Ticket/Reference ID: A unique ID will be assigned to your complaint to provide real-time updates on progress and resolution.  
• Resolution Timeline: Our support team, together with the Grievance Officer, aims to resolve issues within 7 working days, depending on urgency and legal requirements.  
• Progress Updates: You will receive timely communication about actions taken or progress via your registered email or contact number.  

Closure of Grievances    
A grievance will be considered resolved under the following conditions:  

• When a satisfactory resolution has been provided by the support team or Grievance Officer.  
• If the customer fails to respond within a reasonable timeframe after the resolution has been proposed.  
• When a conclusive outcome has been communicated in accordance with this policy and applicable laws.  

Need Further Help?    
For additional support or to initiate a grievance, please contact us at cavistonprivatelimited@gmail.com.  

Disclaimer    
This policy may be updated periodically. For the latest version, please refer to the Terms of Use and Privacy Policy on our website.