Grievance Redressal Policy

RIWAAYAA – Grievance Redressal Policy

At RIWAAYAA, we are committed to providing our customers with premium products and a luxury experience. Customer satisfaction is at the heart of our brand values. This policy outlines how grievances will be addressed in a fair, transparent, and timely manner.

  1. Objective

The purpose of this policy is to:

  • Provide a clear mechanism for customers to raise concerns or complaints.
  • Ensure all grievances are acknowledged, tracked, and resolved within a defined timeline.
  • Maintain transparency, fairness, and accountability in all customer dealings.
  1. Scope

This policy applies to:

  • All customers purchasing products (jewellery, cosmetics, or other categories) from RIWAAYAA, whether online or offline.
  • Complaints related to product quality, packaging, delivery, payments, or service.
  • Excludes issues arising from misuse, normal wear & tear, or matters beyond RIWAAYAA’s control (e.g., courier delays due to natural calamities).
  1. How to Raise a Grievance

Customers can lodge grievances through the following channels:

  • Email: support@riwaayaa.com
  • WhatsApp Support: [9699013521]
  • Website Form: www.riwaayaa.com/support
  • Postal Address: [318, 10 biz park ,next to symbiosis school , viman nagar, pune 411014]
  1. Grievance Handling Process
  1. Acknowledgement – Every grievance will be acknowledged within one week of receipt.
  2. Resolution Timeline – Grievances will be resolved within:
    • 10-12 working days for simple issues (order status, refund request, replacement).
    • 20-25 working days for complex issues requiring detailed investigation.
  3. Escalation – If unresolved, the grievance will be escalated to the Grievance Redressal Officer (GRO).
  1. Grievance Redressal Officer (GRO)

      Name: [mayur rathi]
      Email: riwaayaaofficial@gmail.com

  1. Escalation Matrix
  • Level 1: Customer Care Team (support@riwaayaa.com)
  • Level 2: Grievance Redressal Officer (riwaayaaofficial@gmail.com)
  1. Customer Rights
  • Right to be heard with respect and courtesy.
  • Right to timely updates on the status of the grievance.
  • Right to a fair and transparent resolution.
  1. Review & Amendments

RIWAAYAA reserves the right to review and update this policy from time to time to ensure effectiveness and compliance with applicable laws.

✨ RIWAAYAA Promise:
We are dedicated to creating trust and confidence through world-class products and customer care. Every grievance is an opportunity for us to serve you better.