Grievance Redressal Policy  

At Truepetalz, operated by Oryndel Light Hub, we are dedicated to providing a smooth, trustworthy, and enjoyable shopping experience. We value transparency and fairness, and our Grievance Redressal Policy ensures that any concerns or issues are handled quickly, professionally, and in line with applicable laws.  

What is a Grievance?  

A grievance is any concern, issue, or dissatisfaction related to a product or service purchased through our platform. This includes, but is not limited to:  

• Product defects or quality concerns  
• Incorrect or delayed deliveries  
• Payment-related issues  
• Questions or problems regarding returns or refunds  
• Dissatisfaction with customer service  
• Queries about our policies  

Every grievance submitted will be treated seriously, helping us maintain trust and deliver a seamless shopping experience for all customers.  

How to Raise a Grievance  

If you encounter an issue, please follow these steps to submit your grievance:  

Visit Our Help Centre or Contact Page  

Navigate to the “Help Centre” or “Contact Us” section on our website or app.  

Select Your Issue  

Choose the relevant category related to your concern.  

Submit Your Query  

Provide details including your order ID, description of the issue, and any supporting images or documents.  

Once submitted, our support team will review your grievance and respond with next steps.  

Escalation to Grievance Officer  

If your concern remains unresolved or you are not satisfied with the response from our support team, you may escalate it to our appointed Grievance Officer. The officer oversees complaint resolution, ensuring fairness and legal compliance under applicable laws. You can reach the Grievance Officer directly via email at oryndellighthub@gmail.com.  

Grievance Handling Process  

Acknowledgement:  We will confirm receipt of your grievance within 48 hours.  

Reference ID:  A unique grievance ID will be shared for checking purposes.  

Resolution Timeline: Our team, in coordination with the Grievance Officer, will strive to resolve grievances generally within 7 working days or as required by law.  

Updates: You will receive regular progress updates via your registered contact details.  

Closure of Grievance  

• A grievance will be considered resolved under the following conditions:  
• When you receive a satisfactory resolution from our support team or Grievance Officer  
• When you do not respond within a reasonable time after a proposed resolution  
• When the final resolution is communicated in accordance with our policies and applicable law  

Contact Us  

For any questions or to submit a grievance, please reach out to us at oryndellighthub@gmail.com.  

Note: This policy may be updated periodically. The latest version will always be available on our Terms of Use and Privacy Policy pages.