At SKYSOL, we value customer trust and are committed to addressing customer concerns, complaints, feedback, and grievances in a fair, transparent, and timely manner.
This Grievance Redressal Policy explains the process customers, users, and stakeholders can follow to raise concerns related to products, services, transactions, privacy, website experience, or any other matter connected with SKYSOL.
Website: https://divinebysas.com
1. Purpose of This Policy
The purpose of this policy is to:
- Provide customers with a clear complaint-resolution mechanism.
- Ensure grievances are handled professionally and transparently.
- Improve customer experience through continuous feedback.
- Establish accountability for complaint handling.
- Provide appropriate escalation channels where required.
SKYSOL believes every customer concern is an opportunity to improve our products, processes, and services.
2. Scope of Grievances Covered
Customers may raise grievances relating to:
- Product quality concerns
- Damaged or incorrect deliveries
- Order-related issues
- Payment-related concerns
- Refund or cancellation matters
- Shipping delays
- Website-related problems
- Account-related issues
- Customer service experience
- Privacy and personal data concerns
- Intellectual property concerns
- Content-related concerns
- Any other issue related to SKYSOL services
3. Our Commitment
SKYSOL is committed to:
- Listening to customer concerns respectfully.
- Acknowledging grievances within a reasonable timeframe.
- Investigating issues fairly.
- Providing appropriate resolutions wherever possible.
- Maintaining confidentiality of customer information.
- Continuously improving based on customer feedback.
4. How to Raise a Grievance
Customers can submit grievances through the following channels:
Grievance Redressal Email
Customer Support Email
General Enquiries
WhatsApp Support
Divine Collection
(Karungali, Rudraksha, Spiritual Products)
📱 +91 70326 53763
Ortho Care Products
📱 +91 72077 23604
Adult Wellness Products
📱 +91 73967 28955
5. Information Required for Effective Resolution
To help us investigate and resolve your concern efficiently, please provide:
- Full name
- Registered email address
- Mobile number
- Order number (if applicable)
- Product details
- Date of purchase
- Description of grievance
- Supporting documents or photographs, where applicable
- Expected resolution (if applicable)
Providing complete information helps us process your grievance faster.
6. Grievance Handling Process
Once a grievance is received, SKYSOL follows a structured process:
Step 1: Acknowledgement
The grievance will be reviewed and acknowledged through the available communication channel.
Step 2: Verification and Investigation
Our team may review:
- Order details
- Payment records
- Product information
- Delivery status
- Customer communication history
- Supporting evidence provided
Additional information may be requested where necessary.
Step 3: Resolution
Depending on the nature of the grievance, possible resolutions may include:
- Product replacement (where applicable)
- Refund processing
- Order clarification
- Technical assistance
- Service correction
- Additional explanation or guidance
Step 4: Closure
Once the matter is resolved, SKYSOL will communicate the outcome to the customer.
If the customer is not satisfied, further escalation may be requested through the escalation process mentioned below.
7. Response Timeline
SKYSOL aims to acknowledge grievances within:
3 business days
Resolution timelines may vary depending on:
- Complexity of the issue
- Third-party involvement
- Courier investigation
- Payment gateway processing
- Product verification requirements
Customers will be informed if additional time is required.
8. Escalation Process
If you are not satisfied with the response provided, you may escalate your concern.
Level 1: Customer Support
Email:
Level 2: Grievance Officer
Email:
The grievance team will review the matter independently and provide further assistance.
9. Privacy and Data Grievances
For concerns related to:
- Personal information
- Data access requests
- Data correction
- Data deletion
- Privacy practices
- Consent withdrawal
please contact:
Privacy-related grievances will be handled in accordance with applicable privacy laws and SKYSOL’s Privacy Policy.
10. Consumer Protection
SKYSOL is committed to maintaining fair business practices and responsible customer service.
Customers may also have rights and remedies available under applicable Indian consumer protection laws.
Nothing in this policy limits any legal rights available to customers under applicable laws.
11. Confidentiality
SKYSOL will handle grievance-related information responsibly.
Customer information collected during grievance resolution may be used only for:
- Investigation
- Communication
- Resolution
- Legal compliance
- Service improvement
Information will be handled according to our Privacy Policy.
12. Unacceptable Complaints and Communication
SKYSOL aims to assist every customer.
However, communication containing:
- Threats
- Abusive language
- Harassment
- Fraudulent claims
- Malicious intent
may not receive further engagement beyond appropriate internal review.
13. Feedback and Continuous Improvement
Customer feedback helps SKYSOL improve:
- Product selection
- Website experience
- Delivery processes
- Customer support
- Communication quality
Customers are encouraged to share suggestions and improvement ideas.
14. Changes to This Grievance Policy
SKYSOL may update this Grievance Redressal Policy periodically due to:
- Business improvements
- Legal requirements
- Customer service enhancements
- Operational changes
The latest version will always be available on this page.
15. Contact Details
SKYSOL Grievance Redressal Team
Website:
https://divinebysas.com
Grievance Officer
Email:
grievance@skysol.in
Privacy Officer
Email:
privacy@skysol.in
Legal Department
Email:
legal@skysol.in
Customer Support
Email:
support@skysol.in
General Enquiries
Email:
info@skysol.in
Business Address
SKYSOL
Please update this section with SKYSOL’s registered office or principal place of business before publishing.