1. Purpose of This Policy

Trend Art Craft is committed to providing a fair, transparent, and efficient grievance redressal mechanism for all users of our platform. This policy outlines how customers, sellers, and visitors can raise complaints, seek assistance, and resolve disputes related to products, services, or platform operations.

This policy ensures compliance with applicable consumer protection standards and promotes trust, accountability, and timely resolution.

2. Scope

This policy applies to complaints and grievances related to:

  • Orders placed on trendartcraft.com
  • Product quality, authenticity, or delivery issues
  • Payments, refunds, or transaction discrepancies
  • Seller conduct or marketplace-related concerns
  • Platform functionality or service-related issues

3. Complaint Submission Process

Users may submit complaints or grievances through the official support channel:

Email: info@trendartcraft.com

To help us resolve issues efficiently, users are encouraged to include:

  • Full name and contact details
  • Order ID or transaction reference (if applicable)
  • Clear description of the issue
  • Supporting documents or images (if available)

All complaints received through the official email channel are formally logged and acknowledged.

4.Acknowledgement & Initial Review

  • Complaints are acknowledged within 2 business days of receipt.
  • Each complaint is reviewed by the Trend Art Craft support team to determine its nature, validity, and required action.

5. Escalation & Resolution Timelines

  • Standard complaints: Resolved within 7 business days
  • Complex or escalated cases: Resolved within 14 business days, depending on investigation requirements

If additional time is required, the complainant will be informed with a clear explanation and updated timeline.

6. Resolution Commitment

Trend Art Craft is committed to:

  • Fair and unbiased assessment of every complaint
  • Transparent communication throughout the resolution process
  • Timely corrective action where necessary
  • Compliance with applicable consumer protection laws

Resolutions may include refunds, replacements, clarifications, corrective platform actions, or other appropriate remedies depending on the case.

7. Final Escalation

If a complainant is not satisfied with the resolution provided, they may request a formal review by replying to the same support email with reference to the original complaint. Such requests are reviewed at a senior level for final determination.

8. Policy Updates

Trend Art Craft reserves the right to update this Grievance Redressal & Customer Support Policy to reflect changes in law, platform operations, or best practices. Updates will be published on this page.