1. Scope of Policy

This policy applies to all grievances relating to purchases, payments, deliveries, product quality, returns, exchanges, warranties, and any other services provided by Lumora Jewellery.

2. Grievance Reporting

Customers may raise grievances through the following channels:

Email: support@lumorajewellery.com

WhatsApp/Phone: +91 98207 92646

3. Information Required

To help us address grievances effectively, customers should provide:

Full name and contact details

Order number or invoice number

Nature of the complaint

Supporting evidence (such as photos, videos, or receipts)

4. Acknowledgement of Complaint

All grievances will be acknowledged within 48 hours of receipt.

Customers will receive a reference/complaint ID for tracking purposes.

5. Resolution Timelines

Standard complaints will be resolved within 7–10 business days.

Complex issues (such as refunds, product assessments, or courier claims) may take longer, but customers will be updated on the progress regularly.

6. Escalation Matrix

If customers are not satisfied with the resolution, they can escalate the grievance to the Grievance Redressal Officer (GRO):

Name: [Appoint GRO’s Name]

Email: support@lumoraa.in

Phone: +91 98207 92646

7. Fair Handling

All grievances will be handled objectively, impartially, and without bias.

No customer will be denied service or penalized for filing a grievance in good faith.

8. Confidentiality

All grievance-related information will be treated with strict confidentiality and will only be shared with parties directly involved in resolving the complaint.

9. Record Keeping

Lumora Jewellery will maintain records of all grievances, actions taken, and resolutions provided for a minimum of 3 years, to ensure accountability and continuous improvement.

10. Continuous Improvement

Feedback and grievance data will be regularly reviewed to improve our products, services, and policies, ensuring a better customer experience in the future.