Last Revised: 01/01/2026

This Customer Grievance & Escalation Policy (“Policy”) outlines the structured mechanism through which customers may raise complaints, concerns, or grievances related to products, services, payments, delivery, doorstep services, or any interaction with Yooneck Fashion LLP (“Yooneck”, “Company”, “we”, “us”, “our”). By using Yooneck’s platforms or services, the customer (“You”, “Your”) agrees to follow this Policy for grievance redressal.

1. Purpose & Scope

1.1 This Policy is intended to ensure a fair, transparent, and time-bound resolution of customer grievances.

1.2 It applies to all customers who have transacted with or availed services from Yooneck through online, offline, or doorstep channels.

1.3 This Policy does not replace or override Yooneck’s Terms & Conditions, Privacy Policy, or other applicable policies.

2. What Constitutes a Grievance

2.1 A grievance may include, but is not limited to:

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  Issues related to order processing, delivery, or delays
  
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  Product quality, defects, or incorrect items
  
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  Payment, refund, or cancellation disputes
  
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  Doorstep or try-at-home service concerns
  
• 
  AR / Virtual Trial Room related complaints
  
• 
  Conduct or behavior of representatives
  

2.2 General inquiries, promotional queries, or feedback shall not be treated as formal grievances unless expressly stated.

3. Grievance Submission (Level 1)

3.1 Customers must submit grievances only through Yooneck’s official support email:

support@yooneck.com

3.2 The grievance email should include relevant details such as order ID, registered contact information, and a clear description of the issue.

3.3 Grievances raised through social media, third-party platforms, or unofficial channels shall not be considered valid.

4. Acknowledgement & Initial Response Timeline

4.1 Yooneck shall acknowledge receipt of a valid grievance within a reasonable timeframe.

4.2 Initial review and response shall be provided within 7 (seven) working days from receipt of the grievance.

4.3 Resolution timelines may vary depending on the nature and complexity of the grievance.

5. Investigation & Resolution

5.1 Yooneck may request additional information, documents, images, or verification from the customer during investigation.

5.2 Failure to provide requested information within a reasonable timeframe may result in closure of the grievance.

5.3 Yooneck’s assessment, findings, and resolution shall be communicated in writing and shall be final at this stage.

6. Escalation Mechanism (Level 2)

6.1 If the customer is not satisfied with the resolution provided at Level 1, the grievance may be escalated by replying to the same communication thread with clear reasons for dissatisfaction.

6.2 Escalation requests must be raised within 7 (seven) days from the date of resolution provided at Level 1.

6.3 Escalated grievances shall be reviewed by senior management or an authorized grievance officer.

7. Escalation Review Timeline

7.1 Yooneck shall review escalated grievances and provide a final response within 10 (ten) working days from receipt of escalation.

7.2 The decision communicated at this stage shall be considered final and binding.

8. Limitations & Exclusions

8.1 Grievances relating to matters clearly covered under existing policies (such as cancellation windows, return eligibility, or AR disclaimers) shall be addressed strictly in accordance with those policies.

8.2 Yooneck shall not entertain grievances based on personal expectations, assumptions, or verbal assurances not documented in official communication.

9. Abuse & Misuse of Grievance Process

9.1 Repeated, frivolous, abusive, or fraudulent grievances may result in restriction of support services.

9.2 Yooneck reserves the right to close grievances that are threatening, defamatory, or contain abusive language.

10. Regulatory & Legal Recourse

10.1 This Policy does not restrict a customer’s right to seek remedies available under applicable consumer protection laws after exhausting the grievance and escalation process defined herein.

10.2 However, Yooneck strongly encourages resolution through this internal mechanism before pursuing external remedies.

11. Governing Law & Jurisdiction

This Policy shall be governed and interpreted in accordance with the laws of India.

Jurisdiction shall lie exclusively with courts located within India.

12. Final Authority

Yooneck reserves the sole and final authority to interpret, enforce, and amend this Policy.

Decisions taken under this Policy shall be final and binding.

13. Contact Information

For grievance submission or escalation:

Yooneck Fashion LLP

Email: support@yooneck.com