Grievance Redressal Policy  

At Diademluxe, managed by Sweetspark Solution Private Limited, our aim is to offer a dependable and transparent shopping experience. We prioritize fairness and accountability in addressing all customer concerns. This Grievance Redressal Policy has been formulated to ensure that any issues you face are resolved promptly, respectfully, and in accordance with applicable laws.  

What is a Grievance?  

A grievance refers to any complaint, concern, or dissatisfaction regarding a product or service purchased through our platform for which a resolution is sought. Examples include, but are not limited to: 
 

• Product defects, damages, or quality issues   
  
   
• Delayed, incomplete, or failed deliveries   
  
   
• Billing discrepancies or payment errors   
  
   
• Problems with returns, exchanges, or refunds   
  
   
• Dissatisfaction with customer support   
  
   
• Requests for clarifications on company policies  

How to Raise a Grievance  

To submit a complaint, please follow these steps:   
    
Visit the Help Section   
Navigate to the “Help Centre” or “Contact Us” page on our website or mobile app.   

Select the Concern Category   
Choose the category that best fits your issue.   

Submit Your Complaint   
Provide relevant details, including your Order ID, a description of the problem, and attach any supporting documents or images. Our team will review your submission carefully and respond as soon as possible.  

Escalation to Grievance Officer  

If your issue is unresolved or you are not satisfied with the initial response, you may escalate the matter to our designated Grievance Officer. This is in line with the Information Technology Act, 2000, and other relevant regulations.   
Diademluxe has appointed a Grievance Officer to ensure impartial handling and effective resolution. You can reach the officer at: sweetsparksolutionpvtltd@gmail.com.  

Grievance Handling Process  

Acknowledgement: All complaints will be acknowledged via email within 48 hours of submission.   

Tracking ID: A unique grievance ID will be assigned for monitoring the status of your complaint.   

Resolution Timeline: We aim to resolve issues within 7 working days, or as required by law.   

Communication: Updates and final outcomes will be communicated to you via your registered contact information.  

Closure of Grievance  

A grievance will be considered closed under these circumstances: 
 

• When a satisfactory resolution is provided by our support team or Grievance Officer   
  
   
• If the customer does not respond within a reasonable period after a proposed resolution   
  
   
• Once a final decision has been delivered in line with company policies and legal requirements  

Contact Us  

For further concerns or to lodge a grievance, please contact us at: sweetsparksolutionpvtltd@gmail.com.  

Note: This policy may be revised occasionally. The most current version will always be available on our Terms of Use and Privacy Policy pages.