Grievance Redressal Policy  

At Mysticolor, managed by Radiantroost It Services Private Limited, we are dedicated to providing a smooth and trustworthy shopping experience for all our customers. We believe in fair treatment and transparent handling of all concerns. Our Grievance Redressal Policy ensures that any issues you encounter are addressed promptly, professionally, and in accordance with applicable laws.   

What is a Grievance  

A grievance is any concern or dissatisfaction that arises from a product or service purchased through our platform and requires resolution. This may include, but is not limited to, concerns about product quality, defects, delayed or incorrect deliveries, payment issues, problems with returns or refunds, dissatisfaction with customer service, or questions regarding our policies.   

How to Raise a Grievance  

If you have a concern, we encourage you to contact us through our support channels. The process is simple and easy to follow:  

Visit Help Centre or Contact Us Page  

Go to the "Help Centre" or "Contact Us" section on our website or mobile app.  

Select Your Issue  

Choose the category or topic that matches your concern.  

Submit Your Query  

Provide all necessary details including your order ID, a description of the issue, and any supporting documents or images.  

Once submitted, our support team will review your request and respond promptly.   

Escalation to Grievance Officer  

If your concern is not resolved or you are not satisfied with the solution provided by our customer care team, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable laws.  

To ensure accountability, Mysticolor has appointed a dedicated Grievance Redressal Officer. The officer oversees complaint resolution, ensures fairness, and addresses unresolved or escalated matters. You can reach the Grievance Officer via email at radiantroostitservicespvtltd@gmail.com.   

Grievance Handling Process  

Acknowledgement:  We will acknowledge the receipt of your grievance within 48 hours via email.  

Unique Ticket or Reference ID: A unique grievance ID will be generated and shared with you to Check the status of your complaint.  

Resolution Timeline: Our team, together with the Grievance Officer, will make every effort to resolve your grievance as soon as possible, generally within 7 working days or as per applicable laws.  

Updates and Communication: You will receive regular updates on the status of your grievance through your registered communication method.   

Closure of Grievance  

Your grievance will be considered resolved under the following circumstances:  

When you receive a satisfactory solution from our support team or Grievance Officer.  

When you do not respond to our communications within a reasonable time after a resolution is offered.  

When a final resolution has been communicated according to our policies and applicable law.   

Contact Us  

For any questions or to submit a grievance, please contact us at: radiantroostitservicespvtltd@gmail.com.   

Note  

This policy may be updated from time to time. For the most current version, please refer to our Terms of Use and Privacy Policy pages.