At Eliteextraz, operated by Scalabale Capital Services Private Limited, we are committed to offering a seamless, reliable, and transparent shopping experience. We value your trust and believe in fair handling of all customer concerns. Our Grievance Redressal Policy is structured to ensure that your issues are addressed promptly, professionally, and in compliance with applicable laws.  

What Is a Grievance?  

A grievance refers to any concern, complaint, or dissatisfaction arising from a product or service purchased through our platform for which a customer seeks resolution. This may include, but is not limited to:  

• Product defects or quality issues  
• Incorrect or delayed deliveries  
• Payment-related concerns  
• Issues with returns, refunds, or exchanges  
• Customer service dissatisfaction  
• Policy-related queries  

How to Raise a Grievance  

If you have a concern, we encourage you to reach out through our support channels. Here’s how the process works:  

1. Visit the Help Centre or Contact Us Page  

Go to the “Help Centre” or “Contact Us” section on our website or app.  

2. Select Your Issue  

Choose the category or topic that best matches your concern.  

3. Submit Your Query  

Provide essential details such as your Order ID, issue description, and supporting images or documents.  

Once submitted, our support team will review your concern and respond accordingly.  

Escalation to Grievance Officer  

If you are not satisfied with the resolution provided by our customer care team, you may escalate the matter to our designated Grievance Redressal Officer, as mandated under the Information Technology Act, 2000 and other applicable laws.  

The Grievance Officer is responsible for overseeing unresolved complaints, ensuring accountability, and facilitating a fair resolution process.  

You may contact the Grievance Officer at Scalabalecapitalservicespvtltd@gmail.com.  

Grievance Handling Process  

Acknowledgement:  

We will acknowledge your grievance within 48 hours via email.  

Unique Reference ID:  

A unique ticket or grievance ID will be assigned and shared so you can track the status of your complaint.  

Resolution Timeline:  

Our team, along with the Grievance Officer, aims to resolve your grievance at the earliest—typically within 7 working days, or as required by law.  

Updates & Communication:  

You will receive regular updates regarding the progress and status of your grievance through your registered communication channel.  

Closure of Grievance  

A grievance will be considered closed under the following conditions:  

• You receive a satisfactory resolution from our support team or Grievance Officer.  
• You do not respond within a reasonable timeframe after a resolution is provided.  
• A final resolution has been communicated in accordance with our policies and applicable laws.  

Contact Us  

For further queries or to raise a grievance, please contact us at Scalabalecapitalservicespvtltd@gmail.com.  

Note  

This policy may be updated periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.