Grievance Redressal Policy

We value customer feedback and take complaints, concerns, and service-related grievances seriously. This Grievance Redressal Policy explains how customers can raise a complaint, what information should be provided, how complaints are reviewed, and how we aim to provide an appropriate resolution.

This policy is intended to provide customers with a clear and accessible process for raising concerns relating to products, orders, payments, delivery, returns, refunds, cancellations, website services, privacy, or other matters associated with bonusclothes.shop.

1. Business Information

Brand / Trade Name: bonusclothes
Legal Name: LAKUM KARTIK RATILAL
Business Constitution: Proprietorship
GST Registration Type: Regular
GSTIN: 24FPCPR3536G1ZV
Business Address: Plotvistar, Chamardi, Bhavnagar, Gujarat – 364310, India
Website: bonusclothes.shop
Email: bonusclothes.shop@outlook.in
Phone: +91 9725178981

2. Purpose of This Policy

The purpose of this Grievance Redressal Policy is to provide customers with a structured method for communicating complaints or concerns.

We aim to:

  • Provide customers with accessible complaint channels.
  • Review legitimate complaints fairly.
  • Verify relevant order and transaction information.
  • Communicate with customers regarding the status of their complaint where appropriate.
  • Take reasonable steps to resolve genuine issues.
  • Maintain appropriate records of complaints and their resolution.
  • Improve our customer-service and operational processes based on legitimate feedback.

3. What Is a Grievance?

A grievance may include any genuine complaint or concern relating to the customer's interaction with bonusclothes.

Examples may include:

  • Product-related concerns
  • Incorrect product received
  • Damaged product
  • Product-quality concerns
  • Order-processing issues
  • Shipping or delivery issues
  • Tracking concerns
  • Payment-related problems
  • Duplicate payment
  • Refund concerns
  • Return-related concerns
  • Cancellation-related concerns
  • Promotional or pricing concerns
  • Customer-support concerns
  • Website-related problems
  • Privacy-related concerns
  • Other legitimate concerns regarding our services

4. How to Submit a Complaint

Customers can submit a grievance using our official contact channels.

Customer Support Email:
bonusclothes.shop@outlook.in

Customer Support Phone:
+91 9725178981

Business Address:
Plotvistar, Chamardi, Bhavnagar, Gujarat – 364310, India

For order-related complaints, customers should preferably contact us through email and include their order number and relevant information.

5. Information to Include in a Complaint

To help us investigate and resolve a grievance efficiently, customers should provide as much relevant information as reasonably possible.

This may include:

  1. Order Number
  2. Customer name
  3. Registered email address
  4. Registered phone number
  5. Date of order
  6. Product name
  7. Description of the complaint
  8. Payment reference, where relevant
  9. Shipping/tracking information, where relevant
  10. Photographs or videos, where relevant
  11. Previous communication regarding the issue
  12. Any other information reasonably necessary to investigate the complaint

Providing complete information can help reduce unnecessary delays.

6. Order-Related Complaints

Customers who have a complaint regarding an order should provide the relevant order number.

Examples include:

  • Order not received
  • Incorrect order
  • Missing item
  • Damaged item
  • Product quality concern
  • Order processing concern
  • Delivery issue
  • Tracking issue
  • Other order-related concern

We may review the order records, payment status, fulfilment information, shipping information, and other relevant details before determining an appropriate response.

7. Product-Related Complaints

If a customer believes that a product is damaged, defective, incorrect, or materially different from what was ordered, the customer should contact us promptly.

Depending on the nature of the complaint, we may request:

  • Product photographs
  • Packaging photographs
  • Shipping-label photographs
  • Product videos
  • Unboxing evidence, where available
  • Order information
  • Other reasonable information

Product complaints may also be handled under our Return & Refund Policy and Product Quality / Product Information Policy, where applicable.

8. Payment-Related Complaints

Customers experiencing payment problems should provide relevant transaction information.

Examples include:

  • Amount debited but order not confirmed
  • Duplicate payment
  • Payment marked as failed despite a debit
  • Refund not received
  • Incorrect payment amount
  • Other payment discrepancies

Customers may be asked to provide:

  • Order number
  • Transaction/reference number
  • Payment date
  • Amount
  • Payment method
  • Relevant payment confirmation

Payment complaints may require verification with the applicable payment provider or financial institution.

9. Refund Complaints

If a customer believes an approved refund has not been received, the customer should contact us with:

  • Order number
  • Refund information, if available
  • Payment reference
  • Date of refund communication
  • Original payment method

We may verify whether the refund has been initiated and provide available information regarding its processing status.

The actual time required for a refund to appear in a customer's account may depend on the applicable payment gateway, bank, card issuer, UPI provider, or other financial institution.

10. Shipping and Delivery Complaints

Customers may contact us regarding:

  • Delayed delivery
  • Tracking problems
  • Failed delivery
  • Incorrect delivery status
  • Damaged package
  • Delivery address issues
  • Other shipping concerns

We may review available logistics and tracking information and, where appropriate, coordinate with the applicable logistics provider.

For complete shipping terms, customers should also review our Shipping & Delivery Policy.

11. Cancellation Complaints

If a customer has submitted a cancellation request and believes the request has not been properly handled, the customer may contact our support team.

We may review:

  • Order status
  • Time of cancellation request
  • Processing status
  • Packing status
  • Dispatch status
  • Payment status
  • Previous communication

Cancellation matters will be handled in accordance with our Cancellation Policy.

12. Return and Exchange Complaints

If a customer disagrees with a return or exchange decision, the customer may contact our support team and provide the relevant order details and reason for the concern.

The matter may be reviewed based on:

  • Product condition
  • Return eligibility
  • Evidence provided
  • Order records
  • Return information
  • Applicable policy terms

Return and exchange matters are governed primarily by our Return & Refund Policy.

13. Complaint Review Process

Where reasonably possible, complaints may be handled through the following process:

Complaint Received → Information Verified → Issue Reviewed → Investigation Where Required → Resolution Determined → Customer Informed

The exact process may vary depending on the nature and complexity of the complaint.

Some complaints may require information from third-party service providers such as payment processors or logistics providers.

14. Complaint Verification

To protect customers and prevent unauthorised access to order information, we may need to verify certain details before discussing an order or transaction.

Verification may include information such as:

  • Order number
  • Customer name
  • Registered contact details
  • Transaction information
  • Delivery information

We will request only information reasonably necessary for handling the relevant complaint.

15. Resolution of Complaints

Depending on the circumstances, an appropriate resolution may include:

  • Explanation or clarification
  • Correction of an order-related issue
  • Replacement, where applicable
  • Return approval, where applicable
  • Refund, where applicable
  • Cancellation, where applicable
  • Delivery assistance
  • Payment investigation
  • Other reasonable corrective action

The resolution will depend on the facts of the complaint and the applicable policies.

16. Complaint Response

We aim to respond to customer complaints within a reasonable period.

The time required may vary depending on:

  • Complexity of the complaint
  • Information provided
  • Need for additional verification
  • Payment-provider involvement
  • Courier/logistics-provider involvement
  • Product inspection
  • Other circumstances outside our direct control

Where additional information is required, the customer may be contacted for clarification.

17. Complaints Requiring Third-Party Investigation

Certain issues may involve third parties, including:

  • Payment gateways
  • Banks
  • UPI providers
  • Courier/logistics companies
  • Technology providers
  • Other service providers

In such cases, the time required to reach a final resolution may depend partly on the response of the relevant third party.

We will make reasonable efforts to coordinate or assist where appropriate.

18. Escalation of a Complaint

If a customer believes that their complaint has not been adequately addressed, they may follow up using the official email address:

bonusclothes.shop@outlook.in

Customers should mention:

Subject: Grievance Escalation – [Order Number]

The customer should briefly explain the original complaint, previous communication, and the reason for requesting further review.

This allows the matter to be reviewed with the relevant history available.

19. Privacy and Confidentiality

We understand that some grievances may involve personal, order, or payment information.

Information provided during the complaint process will be handled in accordance with our Privacy Policy and applicable requirements.

Customers should not include unnecessary sensitive information when submitting a complaint.

20. Payment Security During Complaints

Customers should never share OTPs, UPI PINs, ATM PINs, CVVs, card PINs, banking passwords, or other confidential payment credentials with anyone claiming to process a complaint, refund, cancellation, or payment correction on behalf of bonusclothes.

A legitimate customer-support interaction should not require customers to disclose confidential banking credentials.

Customers should use only the official contact information published on bonusclothes.shop.

21. Fraudulent or Abusive Complaints

We aim to review legitimate complaints fairly.

However, complaints involving knowingly false information, manipulated evidence, product substitution, fraudulent refund attempts, or other abusive conduct may be investigated separately.

Where there are reasonable grounds to suspect fraud or misuse, appropriate action may be taken in accordance with our Terms & Conditions and applicable law.

Nothing in this section is intended to prevent a customer from raising a genuine complaint or exercising any legal right.

22. Complaints Without an Order Number

Customers may still contact us if they do not have an order number.

However, the absence of an order number may make it more difficult to identify and verify the relevant transaction.

Customers should provide alternative information that may reasonably help identify the transaction, such as:

  • Name
  • Email address
  • Phone number
  • Approximate order date
  • Product information
  • Payment reference, where applicable

23. Anonymous Complaints

Where appropriate, customers may submit general feedback or concerns without providing complete personal information.

However, complaints involving a specific order, payment, refund, return, or delivery may require sufficient information for verification and resolution.

We may therefore be unable to fully investigate or resolve a complaint where the available information is insufficient.

24. Feedback and Service Improvement

Customer feedback may be used to identify opportunities to improve:

  • Product information
  • Website experience
  • Order processing
  • Shipping procedures
  • Customer support
  • Payment experience
  • Return and refund procedures
  • Communication processes

We value constructive feedback and use legitimate complaints as an opportunity to improve our customer experience.

25. No Waiver of Customer Rights

Nothing in this Grievance Redressal Policy is intended to:

  • Remove a customer's legal rights
  • Prevent a customer from exercising an applicable legal remedy
  • Restrict rights that cannot legally be excluded
  • Prevent a customer from approaching an appropriate authority where legally entitled to do so

This policy provides an internal customer-support and complaint-handling process and should be read together with applicable laws and regulations.

26. Relationship With Other Policies

This Grievance Redressal Policy should be read together with our other website policies, including:

  • Terms & Conditions
  • Privacy Policy
  • Shipping & Delivery Policy
  • Return & Refund Policy
  • Cancellation Policy
  • Payment Policy
  • Disclaimer
  • Customer Support Policy
  • Other applicable policies published on bonusclothes.shop

Where a specific complaint relates to one of these subjects, the relevant policy may provide additional terms applicable to that complaint.

27. Policy Updates

We may update this Grievance Redressal Policy from time to time to reflect changes in:

  • Business operations
  • Customer-support procedures
  • Complaint-handling processes
  • Website functionality
  • Legal or regulatory requirements
  • Payment or logistics arrangements

The latest version published on bonusclothes.shop will represent the current version of this policy.

The effective date shown at the beginning of this page identifies the date from which the current version applies.

28. Applicable Law

This policy shall be interpreted in accordance with applicable laws and regulations.

Nothing in this policy is intended to exclude or restrict any consumer protection, statutory right, or legal remedy that cannot lawfully be excluded or restricted.

Where a mandatory legal requirement applies, the applicable legal requirement will prevail to the extent of any inconsistency.

29. Customer Acknowledgement

By using bonusclothes.shop and submitting a complaint, customers acknowledge that:

  • Genuine complaints are welcome and will be reviewed reasonably.
  • Relevant order or transaction information may be required for verification.
  • Some complaints may require investigation by third-party service providers.
  • Resolution depends on the nature and circumstances of the complaint.
  • Return, refund, cancellation, payment, and shipping complaints may also be governed by their respective policies.
  • Customers should provide accurate information when submitting a complaint.
  • Customers should not share confidential banking credentials with anyone claiming to process a complaint or refund.
  • Customers may follow up through the official customer-support channels if further assistance is required.

We are committed to maintaining a transparent, accessible, and professional grievance-handling process for customers of bonusclothes.

Official Grievance Contact

bonusclothes
Legal Name: LAKUM KARTIK RATILAL
Business Constitution: Proprietorship
GSTIN: 24FPCPR3536G1ZV
Business Address: Plotvistar, Chamardi, Bhavnagar, Gujarat – 364310, India

Grievance / Customer Support Email:
bonusclothes.shop@outlook.in

Phone:
+91 9725178981

Website:
bonusclothes.shop

For faster handling of an order-related grievance, please include your Order Number in the subject line and email body.