At Candlenests, operated by Cogentify Technologies Private Limited, we truly value the trust you place in us and remain committed to delivering a dependable and enjoyable shopping experience. We are dedicated to maintaining transparency, fairness, and ethical business practices while resolving customer concerns with care. This Grievance Redressal Policy has been established to ensure that every complaint is handled promptly, impartially, and in compliance with all applicable legal requirements.

Definition of a Grievance

A grievance means any complaint, concern, or dissatisfaction associated with a purchase made through our candle website where the customer seeks an appropriate resolution. Such grievances may include, but are not limited to, damaged or poor-quality products, delayed or incorrect deliveries, payment-related concerns, issues involving returns, exchanges, or refunds, dissatisfaction with customer support services, or questions regarding our policies.

Process for Submitting a Grievance

If you experience any issue, you can contact us through our customer support channels. The process is outlined below:

Step 1: Navigate to Help Section

Visit the “Contact Us” or “Help Centre” section available on our website or mobile application.

Step 2: Select the Relevant Category

Choose the category that best matches the nature of your concern or complaint.

Step 3: Enter Information

Provide the necessary details, including your order ID, a clear explanation of the issue, and upload supporting documents such as screenshots or photographs.

Once your grievance has been submitted, our customer support team will carefully examine the matter and provide an appropriate response based on the information received.

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Escalation to Grievance Officer

If the resolution provided by our customer support team does not meet your expectations or your concern remains unresolved, you may escalate the matter to our designated Grievance Officer in accordance with the Information Technology Act, 2000 and other applicable laws.

At Candlenests, we have appointed a dedicated Grievance Officer responsible for reviewing escalated complaints, ensuring impartial resolution, and maintaining compliance with applicable grievance redressal requirements. You may contact the Grievance Officer directly by sending an email to cogentifytechnologiespvtltd@gmail.com.

Stages of Grievance Handling

Acknowledgement:
An acknowledgement email confirming receipt of your grievance will be issued within 48 hours after your complaint has been received.

Tracking ID:
Each grievance submitted will be allotted a unique identification number, allowing you to conveniently monitor the progress and current status of your complaint.

Resolution Period:
Our customer support team, together with the Grievance Officer, will make every reasonable effort to resolve the grievance within 7 working days, or within the timeframe prescribed under applicable governing laws.

Status Updates:
You will be kept informed throughout the grievance process by receiving regular updates through your registered communication channel.

When a Complaint is Considered Closed

A grievance shall be regarded as resolved under any of the following circumstances:

• When an appropriate and fair resolution has been offered by our support team or the Grievance Officer.

• When the customer does not respond after reasonable follow-up attempts have been made by our team.

• When a final decision has been communicated in accordance with our policies and all applicable legal requirements.

Contact Details

For any additional clarification or to submit a grievance, please contact us by email at cogentifytechnologiespvtltd@gmail.com.

Note: This policy may be revised or updated from time to time. We encourage you to review our Terms of Use and Privacy Policy regularly to stay informed about the latest version.