GRIEVANCE REDRESSAL POLICY 

At weardens, Tokopedia Technologies we understand that choosing the right accessory is a personal experience where every detail matters. Your feedback is important to us, and we are committed to addressing your concerns with care, transparency, and efficiency. 

This policy explains how we manage grievances related to our products, services, or overall shopping experience. Our approach prioritizes fairness, clarity, and timely resolutions, ensuring you always feel heard and valued. 

When this policy mentions “we,” “our,” or “us,” it refers to weardens. References to “you,” “your,” or “customer” pertain to our valued users, whose satisfaction guides everything we do. 

We comply with all applicable laws while thoroughly reviewing and resolving concerns. If any part of your experience falls short of expectations, you can count on us to listen carefully and work collaboratively toward a fair solution. 

Your trust means everything to us, and we strive to ensure that every interaction with weardens is smooth, transparent, and reassuring. 

What is a Grievance? 

A grievance is any concern or dissatisfaction you may face while interacting with us that does not meet your expectations. This may include: 

• Receiving an incorrect or damaged product 
   
• Shipping delays 
   
• Payment issues 
   
• Return or refund difficulties 
   
• Unsatisfactory customer service 
   

We encourage you to share your concerns openly. Reporting grievances helps us identify areas for improvement and ensures your issue is addressed fairly and promptly. 

Your feedback is invaluable—it helps us refine our services and create a smoother, more enjoyable shopping journey for all. 

How to Raise a Grievance 

Selecting the perfect accessory should be enjoyable and stress-free. If issues arise, we are committed to resolving them quickly and effectively. Reporting a grievance is simple: 

1. Visit Support Pages : Go to the “Help Centre” or “Contact Us” section on our website or mobile app. 
    
2. Select Your Issue : Choose the option that best describes your concern to ensure it reaches the right team without delay. 
    
3. Provide Details : Share your order ID, a clear description of the issue, and any supporting documents or photos. 
    

Once submitted, our support team will carefully review your case and provide a resolution tailored to your needs. 

Escalation to Grievance Officer 

If your concern remains unresolved after initial support, you may escalate it for further review. 

To ensure impartiality, Weardens has appointed a Grievance Redressal Officer who reviews escalated concerns in line with the  Information Technology Act, 2000, and other applicable laws. 

Grievance Handling Process 

At weardens, we know every accessory you choose is personal, and unresolved issues can be frustrating. Our process ensures fairness, speed, and transparency: 

• Acknowledgment : Complaints are acknowledged within 48 hours, with a confirmation email sent to your registered address. 
   
• Case Identification : Each grievance receives a unique reference number for easy tracking. 
   
• Resolution Commitment : Most concerns are resolved within 7 working days, unless specific legal or procedural requirements apply. 
   
• Regular Updates : You will receive timely updates through your preferred contact method, ensuring clarity throughout the process. 
   

We are committed to handling every grievance with professionalism, care, and integrity. 

Closure of Grievance 

A grievance is considered closed when: 

• Your expectations are met : The proposed solution fully addresses your concern. 
   
• No further response is received : If we propose a resolution and do not hear back within a reasonable timeframe. 
   
• Final outcome is communicated : Once a definitive decision has been shared with you in accordance with our processes and legal obligations. 
   

Each closure is made thoughtfully, with attention to your satisfaction and peace of mind. 

Connect With Us 

Finding the perfect accessory should be a delightful experience. If you have questions, require assistance, or wish to share feedback, we are here to help. 

Reach out to us at tokopediatechnologies@gmail.com, and our team will respond promptly with the guidance and support you need. 

A Quick Reminder 

At weardens, our priority is to make your shopping experience seamless, stylish, and stress-free. From time to time, our policies may be updated to align with evolving guidelines and to improve your experience. 

We encourage you to review our Terms of Use and Privacy Policy pages for the most up-to-date information. Your feedback helps us grow and continuously enhance the way we bring fashion and style to your doorstep.