1) Overview

At Gllora, customer satisfaction is central to everything we do. This Grievance Redressal Policy outlines the process through which customers can raise concerns, complaints, or disputes related to products or services purchased through the Gllora website or authorized sales channels.
This policy is published in accordance with applicable Indian laws, including the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020. This document is maintained electronically and does not require physical or digital signatures.

2). Company Information
      
Legal Entity Name: Logitrail India Private Limited
Registered / Corporate Address:  Pune Maharashtra                                                        
Website: gllora.com
Customer Support Email: care@gllora.com
Customer Support Phone: +91 7823007433

3). Purpose & Applicability
This policy applies to all grievances arising from:

• Purchase of jewellery or services from Gllora
• Delivery, payment, warranty, returns, buy-back, or customer experience concerns

The objective is to ensure:

• Fair handling of customer complaints
• Timely acknowledgment and resolution
• Transparent escalation channels

4). What Is Considered a Grievance
A grievance refers to any communication where a customer expresses dissatisfaction and seeks corrective action regarding a Gllora product or service. The following are not treated as grievances:

General inquiries or information requests

• Feedback or suggestions without a complaint
• Incomplete communications lacking sufficient details

5). How to Submit a Grievance

Customers may register complaints through:

• Email: care@gllora.com
• Phone: +91 7823007433

Please include:

• Order ID (if applicable)
• Description of the issue
• Relevant images or documents (if any)

6). Resolution Process

• All grievances will be acknowledged within 48 hours of receipt.
• Each complaint will be assigned a unique reference number for tracking.
• Gllora aims to resolve grievances within 15 working days from acknowledgment.
• Customers may be contacted during the process for clarification or additional details.

7). Escalation Mechanism

If a customer is not satisfied with the initial resolution, the grievance may be escalated to the designated officers below:
Grievance Officer

Name:
Designation: Customer Relations Manager
Email: grievance@gllora.com

Nodal Officer (Consumer Protection Act)

Name: [Insert Name]
Designation: Nodal Officer
Email: [Insert email]
Phone: [Insert phone]
Office Address: [Insert address]
Working Hours: 10:00 AM – 7:00 PM (Monday to Saturday)

8). Closure of Complaints
A grievance will be considered closed when:

• The customer confirms acceptance of the resolution, or
• The customer does not respond within 7 calendar days after resolution is shared, or
• Gllora has provided a reasonable resolution and no further correspondence is received
  

9). Related Policies

This policy should be read in conjunction with Gllora’s:

• Shipping & Delivery Policy
• Return & Exchange Policy
• Lifetime Warranty Policy
• Lifetime Buy-Back Policy
• Payment Policy

By using the Gllora website or placing an order, customers agree to these terms.

10). Policy Updates

Gllora reserves the right to modify this policy at any time. Updates will be published on the website and will take effect immediately upon posting. Customers are encouraged to review this page periodically.