At Petluxes, operated by Wistora Hub, we are dedicated to maintaining trust and ensuring a reliable shopping journey for all pet toys and accessories lovers, creating a safe, joyful, and dependable experience for every pet parent. We focus on transparency, fairness, and quick handling of complaints through our Grievance Redressal Policy, which is designed to address issues in accordance with applicable legal standards.
A grievance refers to any complaint or dissatisfaction raised by a customer regarding a product or service purchased from our platform. Such concerns may involve defective products, delays in delivery, incorrect shipments, refund or payment issues, exchange difficulties, unsatisfactory customer care experiences, or queries about our existing policies.
To submit a grievance, customers can follow these steps:
Navigate to the “Help Centre” or “Contact Us” option available on our website or mobile application.
Select the category that best describes the concern.
Enter the order ID, description of the issue, and attach any documents or images that support your claim.
Once we receive your complaint, our team will review it and respond with the next steps.
If your grievance remains unresolved or you are unsatisfied with the support response, you may escalate the matter to our appointed Grievance Officer. This is in compliance with the Information Technology Act, 2000, and other applicable laws.
Petluxes has a formally designated Grievance Redressal Officer who ensures all escalated cases are reviewed objectively, handled fairly, and resolved responsibly. The officer can be contacted directly via email at wistorahub@gmail.com.
Acknowledgement of Receipt – You will receive an acknowledgement of your grievance within 48 hours.
Unique Reference Number – A unique grievance ID will be provided to help you monitor the status of your complaint.
Resolution Period – The support team, in collaboration with the Grievance Officer, will attempt to resolve the grievance within 7 working days or as mandated by law.
Progress Communication – Customers will receive timely updates regarding their grievance on their registered communication details.
A grievance shall be closed in the following situations:
When you accept the resolution offered by our support staff or Grievance Officer.
When you do not reply to our communications within a reasonable timeframe after a solution has been proposed.
When a conclusive resolution is communicated as per our company policies and applicable legislation.
For additional assistance or to initiate a grievance, please write to us at wistorahub@gmail.com.
This policy is subject to periodic review and modification. Please check our Terms of Use and Privacy Policy for the latest version.
