At Nuttynest, operated by Silver Pine Innovations Private Limited, we are dedicated to offering a trustworthy and customer-centric shopping journey. We uphold ethical practices and remain fully committed to resolving all user issues in a transparent and structured manner. This Grievance Redressal Policy has been created to ensure that all your concerns are addressed promptly, respectfully, and in accordance with prevailing legal norms.
Understanding a Grievance
A grievance refers to any dissatisfaction or complaint resulting from your interaction with our services or products via our platform, where a resolution is sought. Such issues might involve damaged products, shipment delays or inaccuracies, failed payments, concerns related to returns, refunds or exchanges, unhelpful customer service, or any dissatisfaction with our operational standards.
Filing a Grievance
To report any issue, we recommend that users utilize our existing support options. The steps include:
1. Navigate to the Help Section or Contact Page
Begin by visiting the “Help Centre” or “Contact Us” page on our site or app.
2. Choose the Relevant Category
Select the issue category that best describes your concern for streamlined handling.
3. Enter Your Details
Fill in necessary information such as your order ID, describe the issue clearly, and attach relevant documents or screenshots, if applicable.
Once this is completed, our support team will evaluate the details and revert with the most appropriate resolution.
Further Escalation to the Grievance Officer
In case your issue remains unresolved or the support response doesn’t meet your expectations, you may escalate it to our designated Grievance Officer. This escalation process is in line with the Information Technology Act, 2000, along with any other governing laws.
Nuttynest has appointed an official Grievance Redressal Officer responsible for addressing escalated complaints and ensuring fair review. You may contact the officer by emailing your complaint to silverpineinnovationsprivateli@gmail.com / silverpineauthorizes@gmail.com.
Grievance Handling Workflow
Acknowledgement: You will receive an acknowledgment email from us within 48 hours after we receive your grievance.
Ticket/Reference ID Generation: A unique tracking ID will be assigned to your complaint for real-time updates on the progress and resolution.
Resolution Timeframe: Our team and Grievance Officer will aim to resolve your issue within 7 working days, or earlier, depending on the urgency and legal framework.
Progress Communication: You will receive timely updates about any progress or actions taken through your registered email or contact number.
Grievance Closure Conditions
Your grievance will be officially marked as resolved under the following circumstances:
Need Assistance?
If you require further help or would like to begin the grievance process, please reach out to us at silverpineinnovationsprivateli@gmail.com / silverpineauthorizes@gmail.com.
Disclaimer
We may revise or update this policy from time to time. For the latest version, kindly refer to the Terms of Use and Privacy Policy sections on our website.