At Divinoras, operated by Powerfx Innova Private Limited, we are dedicated to delivering a seamless and reliable shopping experience. We prioritize fairness and transparency in addressing all customer concerns. Our Grievance Redressal Policy ensures that every issue is handled promptly, professionally, and in full compliance with applicable laws.  

What is a Grievance?  

A grievance is any concern or dissatisfaction stemming from a product or service purchased through our platform for which the customer seeks resolution. This may include, but is not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment disputes, challenges with returns, refunds, or exchanges, dissatisfaction with customer service, and inquiries regarding our policies.  

How to Raise a Grievance  

If you have a concern, we encourage you to contact us through our official support channels. The process is as follows:  

1. Access the Help Centre or Contact Us Page   
Visit the "Help Centre" or "Contact Us" section on our website or mobile application.  

2. Select Your Issue   
Choose the appropriate category or topic that best matches your concern.  

3. Submit Your Query   
Provide all relevant details, including your order ID, a clear description of the issue, and any supporting documents or images.  

Once your query is submitted, our support team will review the matter and respond promptly with the appropriate assistance.  

Escalation to Grievance Officer  

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer care team, you may escalate the matter to our designated Grievance Officer, in accordance with the Information Technology Act, 2000, and other applicable laws.  

To maintain accountability and comply with legal requirements, Divinoras has appointed a dedicated Grievance Redressal Officer. This officer is responsible for overseeing the complaint resolution process, ensuring fairness, and addressing unresolved or escalated issues. You can contact the Grievance Officer via email at powerfxinnovapvtltd@gmail.com.  

Grievance Handling Process  

Acknowledgement: We will confirm receipt of your grievance within 48 hours via email.  

Unique Ticket/Reference ID: A unique grievance ID will be assigned and shared with you to help track the status of your complaint.  

Resolution Timeline: Our team, in coordination with the Grievance Officer, will make every effort to resolve your concern promptly—generally within 7 working days or as stipulated under applicable laws.  

Updates & Communication: You will receive timely updates on the progress of your grievance through your registered communication channel.  

Closure of Grievance  

Your grievance will be deemed closed and resolved under the following circumstances:  

• When you confirm receiving a satisfactory resolution from our support team or the Grievance Officer.  
• When you do not respond to our communications within a reasonable timeframe after a resolution has been offered.  
• When a final resolution has been communicated in accordance with our policies and applicable laws.  

Contact Us  

For any additional queries or to lodge a grievance, please reach out to us at  powerfxinnovapvtltd@gmail.com .