Grievance
GRIEVANCE REDRESSAL POLICY – SELUNO
At SELUNO, we are committed to addressing customer concerns in a fair, transparent, and timely manner.
1. Grievance Officer Details
Grievance Officer: Customer Support Team
Legal Entity: MY MAHAK (Operating as Seluno)
2. Reporting a Complaint
Customers may raise concerns related to:
- Product quality or defects
- Delivery issues or delays
- Refunds, returns, or cancellations
- Customer service experience
All complaints must be submitted via email or WhatsApp with relevant details, including:
- Order Number
- Description of the issue
- Supporting images/videos (if applicable)
3. Response & Resolution Timelines
- Acknowledgment Time: Within 24–48 business hours
- Resolution Timeline: Within 5 working days from the date of complaint receipt
In certain cases requiring further investigation (e.g., logistics disputes), resolution may take longer. Customers will be kept informed of the progress.
4. Escalation Mechanism
If a complaint is not satisfactorily resolved within the stated timeline, customers may request escalation by replying to the same email thread with the subject line:
“Escalation Request – [Order ID]”
5. Fair Usage & Abuse Prevention
Seluno reserves the right to:
- Reject complaints that are fraudulent, abusive, or lack sufficient evidence
- Request additional information before processing any grievance
6. Compliance Note
This grievance mechanism is established in accordance with applicable Indian consumer protection guidelines and is aligned with standard practices required by payment gateways and e-commerce platforms.