At GoldenThread, managed by Wonderwing Creative Ventures Private Limited, we are committed to offering our customers a seamless and trustworthy shopping experience. We believe in fair treatment and transparent handling of all concerns. This Grievance Redressal Policy has been created to ensure that your issues are addressed promptly, professionally, and in line with applicable laws. 

What is a Grievance? 

A grievance is any dissatisfaction or concern you may have regarding a product or service purchased from our platform. This could include issues such as product quality, incorrect or delayed deliveries, payment discrepancies, return or refund difficulties, or concerns regarding our policies. Our aim is to resolve such matters in a fair and efficient manner. 

How to Raise a Grievance 

If you face any issue, we encourage you to reach out to us through our official contact channels. The process is simple: 
 

Visit Our Contact Page – Navigate to the “Contact Us” section on our website. 
 

Choose the Relevant Category  – Select the option that best matches your concern. 
 

Submit Details – Share your order ID, a clear description of the issue, and any supporting documents or images. 

Once we receive your request, our team will review it carefully and respond with the next steps. 

Escalation to Grievance Officer 

If your concern is not resolved to your satisfaction by our customer care team, you may escalate the matter to our appointed Grievance Redressal Officer, as per the Information Technology Act, 2000 and other applicable laws. 

The Grievance Officer is responsible for overseeing the resolution process, ensuring fairness, and addressing escalated concerns. You may reach the officer directly at wonderwingcreativeventurespvt@gmail.com. 

Grievance Handling Process 

Acknowledgement – We will acknowledge your grievance within 48 hours via email. 

Unique Reference ID  – A grievance ID will be generated and shared with you for tracking. 

Resolution Timeline – Our team, along with the Grievance Officer, will work to resolve your concern as quickly as possible, typically within 7 working days or as required by law. 

Communication – You will receive updates on the progress of your grievance through your registered contact details. 

Closure of Grievance 

A grievance will be treated as resolved and closed under the following circumstances: 

When a satisfactory solution has been provided to you. 

When you do not respond to our communications within a reasonable period after a resolution is offered. 

When a final resolution has been shared in line with our policies and applicable laws. 

Contact Us 

For any queries or to raise a grievance, please write to us at: wonderwingcreativeventurespvt@gmail.com.