At Classinest Fashion, managed by Tidemark System, we are committed to delivering a dependable, smooth, and fair shopping experience. In this policy, “we,” “our,” and “us” refer to Tidemark System, while “you,” “your,” and “user” refer to our valued customers. We emphasize transparency, fairness, and timely resolution of complaints. This policy explains how grievances are addressed in a professional, prompt, and legally compliant manner. 

Definition of a Grievance 

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

• Defective or quality-related items 
• 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 our policies 

Submitting a Grievance 

To raise a grievance, follow these steps: 

1. Access Help Centre/Contact Page: Go to the “Help Centre” or “Contact Us” section on our website or app. 
2. Select Category: Pick the option that best matches your concern. 
3. Provide Details: Enter your Order ID, describe the issue clearly, and attach any supporting documents or images. 
4. Review & Submit: Our support team will review your submission and respond accordingly. 

Escalation to Grievance Officer 

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

• You may escalate the matter to our Grievance Officer. 
• Escalations are managed in accordance with the Information Technology Act, 2000, and other applicable laws. 
• The Grievance Officer ensures fair and thorough consideration of escalated complaints. 
• Contact the Grievance Officer at: tidemarksystem@gmail.com 

Grievance Resolution Process 

• Acknowledgement: You will receive confirmation of grievance receipt via email within 48 hours. 
• Tracking ID: A unique reference number will be issued for tracking progress. 
• Resolution Timeline: Complaints are typically resolved within 7 working days, or as required by applicable laws. 
• Regular Updates: Periodic updates on the grievance status will be sent to your registered contact details. 

Closure of Grievances 

A grievance is considered closed when: 

• A satisfactory resolution is provided by the support team or Grievance Officer. 
• You do not respond within a reasonable time after the resolution is communicated. 
• A final decision has been issued in accordance with our policies and legal obligations. 

Contact Information 

For any inquiries, assistance, or to submit a grievance, contact us at tidemarksystem@gmail.com 

We are committed to addressing your concerns in a fair, transparent, and timely manner.