At Ironsthread, managed by Vintrosol Private Limited, we are committed to providing a seamless, transparent, and trustworthy shopping experience. We value our customers and believe in fair treatment and prompt resolution of all concerns. This Grievance Redressal Policy ensures that any issue you face is addressed efficiently, 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 may include, but is not limited to:  

• Product quality issues or defects  
• Incorrect, delayed, or damaged deliveries  
• Payment-related concerns  
• Problems with returns, refunds, or exchanges  
• Unsatisfactory customer service  
• Queries related to our policies or terms    
   

How to Raise a Grievance  

If you experience an issue, we encourage you to reach out through our customer support channels. Follow the steps below:  

1. Visit Our Help Centre or Contact Us Page  

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

2. Select Your Issue  

Choose the category that best matches your concern.  

3. Submit Your Query  

Provide relevant details such as Order ID, a clear description of the issue, and any supporting images or documents.  

Once submitted, our support team will review your query and respond promptly.    
 

Escalation to Grievance Officer  

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer support team, you may escalate the matter to our Grievance Officer, as per the Information Technology Act, 2000, and other applicable laws.  

Ironsthread has appointed a Grievance Redressal Officer responsible for ensuring fair, transparent, and timely handling of all escalated matters.  

Grievance Handling Process  

• Acknowledgement: We will acknowledge receipt of your grievance within  48 hours via email.  
• Unique Reference ID: A  unique grievance ID will be provided to help you check the progress of your complaint.  
• Resolution Timeline: Our team, along with the Grievance Officer, will make every effort to resolve your issue within 7 working days or as required under applicable law.  
• Updates & Communication: You will receive regular updates on your grievance status via your registered communication channel.    
   

Closure of Grievance  

Your grievance will be considered closed in any of the following circumstances:  

• You have received a satisfactory resolution from our support team or Grievance Officer.  
• You fail to respond within a reasonable time after a resolution has been offered.  
• A final resolution has been provided in accordance with our policies and legal obligations.    
   

Contact Us  

For any further assistance or to initiate a grievance, please contact us at:  vintrosolpvtltd@gmail.com.    
 

Note  

This policy may be updated periodically to reflect operational or legal changes. For the latest version, please refer to our Terms of Use and Privacy Policy pages.