At urbangentz, HighLogic Tech value our customers and strive to create a reliable and transparent shopping space. We believe every concern deserves attention and resolution. Our Grievance Redressal Policy has been developed to ensure your concerns are handled fairly, efficiently, and in accordance with applicable laws.  

What Counts as a Grievance  

A grievance refers to any concern or dissatisfaction you may have about a product or service purchased through our website. It can include:  

• Issues related to product quality, defects, or performance   
   
• Problems with order delivery or delays   
   
• Payment and transaction concerns   
   
• Difficulties with returns, refunds, or exchanges   
   
• Service-related dissatisfaction or queries regarding our policies  

Every grievance is treated seriously, and we aim to find an appropriate resolution for you at the earliest.  

Steps to Raise a Grievance  

We encourage customers to share their concerns through our support system so we can resolve them promptly.  

Step 1: Go to Help Centre or Contact Page  

Visit the “Contact Us” section available on our website.  

Step 2: Choose the Right Category  

Select the category or topic that closely matches your concern.  

Step 3: Submit Your Details  

Fill out the form with the necessary details such as your Order ID, a clear description of the issue, and attach any relevant photos or documents.  

Once you submit your request, our support team will review it carefully and connect with you to assist further.  

Escalating the Concern to the Grievance Officer  

If your issue remains unresolved or you are not satisfied with the initial response, you can escalate your concern to our designated Grievance Officer.  

In compliance with the Information Technology Act, 2000, and other applicable laws, Urbangentz has appointed a Grievance Redressal Officer who oversees complaint management, ensures transparency, and addresses unresolved cases fairly.  

How We Handle Your Grievance  

• Acknowledgement: We will confirm the receipt of your grievance within 48 hours through email.   
   
• Reference ID: A unique grievance number will be shared so you can check the progress of your complaint.   
   
• Resolution Timeframe: Our team and the Grievance Officer will aim to resolve your concern within 7 working days, or within the timeframe required by law.   
   
• Status Updates: You will receive timely updates on the progress and final outcome of your grievance through your registered communication channel.  

When a Grievance Is Considered Closed  

Your grievance will be marked as closed in the following situations:  

• A satisfactory resolution has been shared with you.   
   
• You do not respond within a reasonable time after we have provided a solution.   
   
• A final decision has been communicated as per our internal policies and legal framework.  

Contact Information  

If you wish to raise a concern or need further clarification, please reach out to us at highlogictech@gmail.com. Our customer care and grievance teams are here to assist you.  

Policy Review and Updates  

This policy is reviewed and updated periodically. For the latest version, please visit our Terms of Use and Privacy Policy pages on our website.