GRIEVANCE REDRESSAL POLICY  

Welcome to Titanthreads  

At Titanthreads, operated by Onniglane Digital Passage Solutions Private Limited, we are committed to providing a reliable and transparent shopping experience. We value fairness and aim to handle all customer concerns responsibly. Our Grievance Redressal Policy ensures that any issues you face are addressed promptly, professionally, and in compliance with applicable laws.  

What is a Grievance?  

A grievance refers to any concern or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks a resolution. This covers, but is not solely limited to:  

• Product quality issues or defects    
   
• Incorrect, delayed, or missing deliveries    
   
• Payment-related problems    
   
• Concerns with returns, refunds, or exchanges    
   
• Dissatisfaction with customer support    
   
• Queries regarding policies or procedures  

How to Raise a Grievance  

If you encounter an issue, we encourage you to contact us through our support channels. The process is simple:  

Step 1: Visit Support  

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

Step 2: Select Your Issue  

Choose the category or topic that best matches your concern.  

Step 3: Submit Details  

Provide all necessary information including your Order ID, a description of the issue, and any supporting documents or images. Once submitted, our support team will review your case and respond accordingly.  

Escalation to Grievance Officer  

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer care team, you may escalate it to our Grievance Officer in accordance with the Information Technology Act, 2000 and other relevant laws.  

To maintain accountability and legal compliance, Titanthreads has appointed a dedicated Grievance Redressal Officer who supervises the complaint resolution process, ensures fairness, and addresses escalated or unresolved matters. You can contact the Grievance Officer via email at onniglanedigitalpassagepvtltd@gmail.com.  

Grievance Handling Process  

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours via email.    
   
• Unique Ticket/Reference ID: A unique grievance ID will be generated and shared with you to track the status of your complaint.    
   
• Resolution Timeline: Our team, together with the Grievance Officer, will strive to resolve your grievance as quickly as possible, typically within 7 working days or as required by applicable laws.    
   
• Updates & Communication: You will receive regular updates about the progress of your grievance via your registered communication channel.  

Closure of Grievance  

Your grievance will be considered resolved under the following circumstances:  

• When a satisfactory resolution has been provided by our support team or Grievance Officer.    
   
• When there is no response from you within a reasonable period after a resolution has been offered.    
   
• When a final resolution has been communicated according to our policies and applicable law.  

Contact Us  

For any further questions or to lodge a grievance, please reach out to us at: onniglanedigitalpassagepvtltd@gmail.com.  

Note  

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