Lumi Integrity

At Beautysparklehub, operated and managed by Vogueware Solutions Private Limited, we strive to offer users a shopping experience grounded in fairness, dependability, and transparency.

Throughout this Grievance Policy, “we,” “us,” and “our” refer to Vogueware Solutions Private Limited, while “you,” “your,” and “user” refer to customers who access or use our platform. We are dedicated to addressing complaints efficiently and professionally while adhering to all applicable legal and regulatory obligations.

Understanding Customer Grievances

A grievance is any complaint, concern, or expression of dissatisfaction relating to products or services obtained through our platform. Grievances may involve the following matters:

• Product-Related Concerns: Complaints regarding beauty product quality or defective items.
• Delivery-Related Concerns: Issues involving delayed shipments, incorrect deliveries, or unsuccessful delivery attempts.
• Payment-Related Concerns: Failed payment transactions or other difficulties associated with payments.
• Return And Refund Concerns: Queries or complaints relating to product returns, exchanges, or refunds.
• Customer Support Concerns: Dissatisfaction with the assistance or service delivered by our customer support team.
• Policy-Related Enquiries: Requests for additional information, explanations, or clarification concerning company policies.

Procedure For Filing A Grievance

To raise a complaint or report an issue, please complete the following steps:

• Visit the “Help Centre” or “Contact Us” section on our website or application.
• Choose the category that best corresponds to your concern.
• Enter your Order ID, describe the issue in detail, and include any relevant documents or images that support your complaint.
• Submit your completed grievance to our support team for assessment.

After receiving your complaint, our team will review the details and respond appropriately.

Escalating A Complaint To The Grievance Officer

If your concern has not been resolved or you are dissatisfied with the response provided, you may take the following steps:

• Forward the matter to the designated Grievance Officer for further examination.
• The escalated complaint will be addressed in accordance with the Information Technology Act, 2000, and other applicable regulations.
• The Grievance Officer will assess the complaint objectively and ensure that the review process remains fair and impartial.
• You can contact the Grievance Officer at voguewaresolutionspvtltd1@gmail.com / voguewareauthorizes@gmail.com.

Grievance Review And Resolution Process

Our procedure for managing and resolving grievances includes the following stages:

• Acknowledgement Of Complaint: An email confirming receipt of your grievance will be sent within 48 hours.
• Unique Grievance Reference ID: You will receive a distinct reference number that can be used to monitor the status of your complaint.
• Resolution Period: Grievances will ordinarily be resolved within 7 working days or within the period required under applicable law.
• Progress Notifications: Updates regarding the status of your grievance will be shared through your registered contact details.

Conditions For Grievance Closure

A grievance may be considered resolved and formally closed under any of the following circumstances:

• The support team or Grievance Officer has addressed the complaint and provided a satisfactory outcome.
• The user fails to respond within a reasonable period after being notified of the proposed resolution.
• A final determination has been made in accordance with company policies and applicable legal requirements.

Contact Us

For enquiries, assistance, or guidance on submitting a grievance, please contact us at:

voguewaresolutionspvtltd1@gmail.com / voguewareauthorizes@gmail.com

We are committed to resolving customer complaints effectively and maintaining fairness, transparency, and professionalism at every stage of the grievance handling process.