GRIEVANCE REDRESSAL POLICY
This Grievance Redressal Policy (the “Policy”) sets out RRA RETAILS (OPC) PRIVATE LIMITED’s (the “Company”, “we”, “us”, or “our”) approach to addressing the Grievances raised by the Customers Purchasing the Products and Services from our Website (www.scenesinc.com) (the “Website”).
This Policy is an Electronic Record in terms of the “Information Technology Act (ITA), 2000” and applicable Rules thereunder.
This Electronic Record is Generated by a Computer System and does not require any Physical or Digital Signatures.
Details of the Company:
➢ Legal Entity: RRA RETAILS (OPC) PRIVATE LIMITED
➢ Office Address: D-2/363, Viram Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010.
➢ Website: www.scenesinc.com
➢ E-Mail: support@scenesinc.com
➢ Phone: +91-8004143090
Aim, Objective and Scope:
SCENES Understands the Importance & Significance of its Esteemed Customers and is Actively on the Look-out to address any Concerns / Complaints raised by our Customers in a Timely and Effective Manner.
It has Developed a Comprehensive “Grievance Redressal Mechanism (GRM)” to Allow our Customers and also the Visitors to our Website to Submit their Concerns, Grievances and Feed-back without Retribution and with the Assurance of a Prompt & Timely Response.
This Policy applies to the Grievances raised in connection with the Purchase of Goods and Services through our Website (www.scenesinc.com).
It Aims to provide a Clear and Effective Mechanism for Handling the Complaints, Ensuring that the Customers are Treated Fairly, and the Grievances are addressed Promptly and Courteously.
What Constitutes a Grievance:
For the Purpose of this Policy, a “Grievance” refers to any Written or Verbal Communication Expressing the Dis-Satisfaction with any Product or Service offered on the Website and Requesting a Remedial Action. This does not include:
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In-Complete or Vague Queries.
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General Suggestions or Feed-back.
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Requests for Information or Clarification.
Submission and Handling of Grievances:
Our Dedicated Grievance Redressal Team Manages all the Queries, Escalations across all the Touch-Points.
Our Customers and also the Visitors to our Website may Lodge Feed-back / Complaint either by Contacting us via. an E-Mail or Whats-App.
Whats-App: +91-8004143090
E-Mail: support@scenesinc.com
For any Grievance or Complaint, a Confirmation of Receipt will be sent to the Sender within 48 Hours of receiving the Written-Question or Concern and Inform them that they will receive a Prompt-Response via. an E-Mail within 30 Business-Days.
Customers may be Contacted via. E-Mail or Phone during the Resolution Process.
If the Grievance is not Resolved to the Satisfaction of the Customer, or if further Escalation is required, the Customer may Contact our Designated Officer below.
The Company has appointed this Individual in accordance with the “Consumer Protection (E-Commerce) Rules, 2020” to Ensure Compliance and to Handle the Escalations.
Name of the Grievance and Nodal Officer: Aashish Verma
Designation: Grievance Officer & Nodal Officer under the “Consumer Protection Act”
E-Mail: support@scenesinc.com
Phone: +91-8574908684
Office Address: D-2/363, Viram Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010.
Working Hours: Monday–Saturday | 10:00 AM–5:00 PM.
Closure of Complaints:
A Grievance shall be treated as Resolved and Closed under the following Circumstances:
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The Customer has Communicated an Acceptance of the Proposed resolution.
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The Customer Fails to Respond to the Company’s Communication within 7 Days.
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The Company has provided a resolution and no further Communication is received from the Customer within the stipulated Time.
Other Terms:
This Policy is to be read along with our “Shipping, Handling & Delivery Policy”, “Return & Replacement Policy”, “Refund & Cancellation Policy”, “Grievance Redressal Policy” and other applicable Policies listed on our Website (www.scenesinc.com).
By using our Website (www.scenesinc.com) or placing an Order, the Customers agree to the Terms Out-lined herein.
The Company may Update this Policy from Time-to-Time at its Sole-Discretion.
We may Notify you of any Changes / Modifications / Updates made in this Policy by Posting the Updated Policy on our Website (www.scenesinc.com).
You are Advised to Review this Policy Periodically for any Changes / Modifications / Updates.
Changes / Modifications / Updates to this Policy are Effective as and when they are Posted on our Website (www.scenesinc.com).