At Aurasvive, operated by Value Peak Solutions, we are devoted to delivering a smooth and reliable shopping experience for our customers. We prioritize fair treatment and transparent handling of all consumer concerns. Our Grievance Redressal Policy ensures that any issues you face are addressed promptly, professionally, and in compliance with applicable laws.
A grievance refers to any complaint or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks a resolution. This includes, but is not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment concerns, return, refund or exchange challenges, dissatisfaction with customer service, and questions regarding our policies.
If you encounter a concern, we encourage you to contact us via our support channels. The process is as follows:
Visit our Help Centre or Contact Us Page
Navigate to the "Help Centre" or "Contact Us" section on our website or mobile app.
Select Your Issue
Choose the relevant category or topic that matches your concern.
Submit Your Query
Provide all necessary details, including order ID, description of the issue, and any supporting documents or images.
After submission, our support team will review your complaint and respond accordingly.
If your issue remains unresolved or you are not satisfied with the response from our customer care team, you may escalate it to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable regulations.
Aurasvive has appointed a dedicated Grievance Redressal Officer to oversee the complaint resolution process, ensure fairness, and address unresolved or escalated matters. You can reach the Grievance Officer via email at valuepeaksolutions@gmail.com.
Acknowledgement: We will confirm receipt of your grievance within 48 hours via email.
Unique Ticket/Reference ID: A unique grievance ID will be generated and shared with you to track your complaint.
Resolution Timeline: Our team, in coordination with the Grievance Officer, will endeavor to resolve your grievance as quickly as possible, typically within 7 working days, or as mandated by applicable laws.
Updates & Communication: You will receive regular updates regarding the status of your grievance through your registered communication channel.
A grievance will be considered resolved under the following circumstances:
For additional queries or to initiate a grievance, please contact us at valuepeaksolutions@gmail.com.
This policy may be revised periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.