IMPORTANT NOTICE
House of 4Queens is committed to providing a fair, transparent and efficient grievance redressal mechanism for customers, visitors and other stakeholders.
This Grievance Redressal Policy ("Policy") explains how complaints relating to Products, Orders, Services and the Platform may be submitted, investigated and resolved.
This Policy forms an integral part of the House of 4Queens Terms & Conditions and should be read together with:
- Terms & Conditions
- Privacy Policy
- Returns, Refund & Cancellation Policy
- Shipping Policy
- User Reviews Policy
- Contact Us
Nothing in this Policy limits any statutory rights available to consumers under applicable law.
1. PURPOSE
House of 4Queens aims to:
- resolve customer concerns promptly;
- investigate complaints fairly;
- improve customer experience;
- comply with applicable legal obligations;
- maintain transparency throughout the complaint resolution process.
Customer feedback is an important part of improving our Products and Services.
2. WHO MAY SUBMIT A GRIEVANCE
A grievance may be submitted by:
- customers;
- registered users;
- guest checkout users;
- authorised representatives (where appropriate);
- prospective customers;
- individuals whose Personal Data has been processed by House of 4Queens;
- any person directly affected by our Services.
3. TYPES OF GRIEVANCES
Examples of matters that may be raised include:
Orders
- Order confirmation issues;
- payment disputes;
- incorrect invoices;
- duplicate Orders.
Shipping
- delayed delivery;
- missing shipments;
- damaged packages;
- courier-related concerns.
Returns & Refunds
- rejected returns;
- refund delays;
- exchange requests;
- warranty concerns.
Product Quality
- manufacturing defects;
- incorrect Products;
- missing items;
- packaging issues.
Customer Service
- unsatisfactory support;
- communication concerns;
- unresolved enquiries.
Privacy
- Personal Data requests;
- correction requests;
- deletion requests;
- consent withdrawal;
- privacy complaints.
Platform
- website issues;
- account access;
- OTP login;
- AI Features;
- Virtual Try-On;
- Queenie AI Assistant.
4. GRIEVANCE OFFICER
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, House of 4Queens has appointed a Grievance Officer.
Name
Vinit Jain
Designation
Grievance Officer, House of 4Queens (Sanmati Global)
4queensfashion@gmail.com
Telephone
+91 8095165432
Address
Thana Gali, Malviya Road, Hazaribagh, Jharkhand – 825301, India
Working Hours
Monday – Saturday, 10:00 AM – 7:00 PM IST
5. HOW TO SUBMIT A GRIEVANCE
Customers may submit grievances through:
4queensfashion@gmail.com
Telephone
+91 8095165432
Future support channels may include:
- Customer Dashboard;
- Help Centre;
- Mobile Applications;
- Support Ticket System;
- WhatsApp Business.
6. INFORMATION TO INCLUDE
To enable efficient investigation, customers should include where applicable:
- full name;
- contact details;
- Order number;
- invoice number;
- Product details;
- description of the issue;
- photographs;
- videos;
- screenshots;
- supporting documents.
Providing complete information generally assists in faster resolution.
7. ACKNOWLEDGEMENT AND REDRESSAL TIMELINES
House of 4Queens observes the timelines prescribed by the Consumer Protection (E-Commerce) Rules, 2020:
| Stage | Timeline |
|---|---|
| Acknowledgement of the grievance | Within 48 hours of receipt |
| Redressal of the grievance | Within one month of receipt |
On acknowledgement, the customer is given a unique complaint reference number which may be used to track the status of the complaint until it is closed.
Acknowledgement may be sent through:
- email;
- SMS;
- WhatsApp;
- customer support communications.
Acknowledgement confirms receipt only and does not indicate acceptance of the customer's claim.
Where a grievance cannot be resolved within one month, House of 4Queens will inform the customer of the reason for the delay and of the expected timeline for resolution.
8. INVESTIGATION
Each grievance is reviewed individually.
Depending upon the issue, investigation may involve:
- customer support;
- warehouse records;
- logistics partners;
- payment providers;
- technical teams;
- quality inspection;
- management review.
Additional information may be requested where reasonably necessary.
9. RESOLUTION
Where appropriate, House of 4Queens may resolve grievances through:
- explanation;
- clarification;
- replacement;
- exchange;
- refund;
- repair (where applicable);
- correction of records;
- technical assistance;
- another commercially reasonable resolution.
The appropriate remedy depends upon:
- applicable law;
- available evidence;
- operational feasibility;
- circumstances of the complaint.
10. PRIVACY OF COMPLAINTS
Information submitted during grievance handling will be processed in accordance with the Privacy Policy.
Complaint records may be retained where reasonably necessary for:
- legal compliance;
- dispute resolution;
- quality improvement;
- fraud prevention;
- audit purposes.
11. ABUSIVE OR FRIVOLOUS COMPLAINTS
House of 4Queens is committed to addressing genuine customer concerns.
However, we reserve the right to limit or refuse repetitive, abusive or frivolous complaints including those involving:
- abusive language;
- threats;
- harassment;
- fraudulent allegations;
- repeated complaints already fully resolved;
- misuse of customer support.
Nothing in this clause limits any rights available under applicable law.
12. ESCALATION
If a customer believes that a grievance has not been adequately resolved, the matter may be escalated for further internal review.
Escalation may involve additional management review before a final response is issued.
Customers also retain any statutory remedies available under applicable law, including:
- the National Consumer Helpline (1915) and the consumer commissions constituted under the Consumer Protection Act, 2019, for consumer disputes;
- the Data Protection Board of India, constituted under the Digital Personal Data Protection Act, 2023, for complaints concerning Personal Data, after first raising the complaint with us.
Nothing in this Policy requires a customer to exhaust our internal process before exercising a statutory right, except where the applicable statute itself requires it.
13. ONLINE DISPUTE RESOLUTION
Where appropriate and legally permissible, House of 4Queens may attempt to resolve disputes through:
- electronic communications;
- virtual meetings;
- written correspondence;
- mutually agreed alternative dispute resolution mechanisms.
Nothing in this Policy prevents either party from exercising legal rights available under applicable law.
14. POLICY UPDATES
House of 4Queens may revise this Grievance Redressal Policy from time to time.
Updated versions will be published on the Platform together with the revised "Last Updated" date.
Continued use of the Platform after publication constitutes acceptance of the revised Policy.
15. CONTACT
Grievances may be submitted to:
House of 4Queens
Trade Name: Sanmati Global
GSTIN: 20AADHJ2343G1ZW
Registered Office
Thana Gali Malviya Road Hazaribagh Jharkhand – 825301 India
Customer Support Email
4queensfashion@gmail.com
Customer Support Phone
+91 8095165432
Business Hours
Monday – Saturday
10:00 AM – 7:00 PM IST
16. EFFECTIVE DATE
This Grievance Redressal Policy becomes effective from the date published on the Platform and remains in force until replaced by a revised version.
© House of 4Queens. All Rights Reserved.
This Grievance Redressal Policy forms part of the House of 4Queens Terms & Conditions and should be read together with the Privacy Policy, Returns, Refund & Cancellation Policy and Contact Us page.