Grievance Redressal Policy
At ELKE, we are committed to providing a transparent, fair and responsive platform for our users. We value your feedback and strive to address concerns promptly and professionally.
This Grievance Redressal Policy explains how customers, sellers and other users can report concerns relating to the ELKE platform.
1. Purpose
The purpose of this Policy is to provide a clear process for submitting and resolving grievances relating to the ELKE website, its services and the content published on the platform.
2. Who Can Raise a Grievance?
A grievance may be submitted by:
- Customers
- Registered Sellers
- Website Visitors
- Intellectual Property Rights Holders
- Any person affected by content published on ELKE
3. Types of Grievances
You may contact ELKE regarding matters such as:
- Incorrect or misleading business information published on ELKE.
- Technical issues affecting the website.
- Problems accessing your account.
- Inappropriate or unlawful content.
- Intellectual property or copyright concerns.
- Misuse of the ELKE platform.
- Privacy-related concerns.
- Complaints regarding a seller’s conduct on the ELKE platform.
- Suggestions for improving our services.
4. Matters Outside ELKE’s Scope
ELKE is a business listing and lead-generation platform and is not a party to transactions between customers and sellers.
Accordingly, ELKE generally cannot resolve disputes relating to:
- Product quality.
- Product defects.
- Pricing disputes.
- Delivery delays.
- Order cancellations.
- Returns or replacements.
- Refund requests.
- Warranty claims.
- Service performance.
These matters should be addressed directly with the respective seller.
However, if a complaint indicates that a seller has violated ELKE’s Terms & Conditions or Seller Code of Conduct, ELKE may review the matter and take appropriate action on the seller’s listing.
5. How to Submit a Grievance
Please include the following information:
- Your full name.
- Email address.
- Mobile number.
- Nature of the grievance.
- Relevant business name (if applicable).
- Supporting documents or screenshots (if available).
- A clear description of the issue.
Grievances may be submitted through:
Email: admin@elkeboutique.com
Phone: +91-9789363373
Website: www.elkeboutique.com
6. Grievance Resolution Process
Upon receiving your grievance, ELKE will:
Step 1: Acknowledge receipt of the grievance.
Step 2: Review the information provided.
Step 3: Contact the concerned seller or relevant party if necessary.
Step 4: Assess whether the grievance relates to the ELKE platform or to a transaction between the customer and seller.
Step 5: Communicate the outcome or next steps to you.
Where appropriate, ELKE may request additional information before completing its review.
7. Possible Actions by ELKE
Depending on the nature of the grievance, ELKE may:
- Correct inaccurate information.
- Update or remove content.
- Request clarification from a seller.
- Issue a warning to a seller.
- Suspend or remove a business listing.
- Restrict access to users who misuse the platform.
- Decline requests that fall outside the scope of ELKE’s responsibilities.
8. Response Time
ELKE aims to:
- Acknowledge receipt of grievances within 2 business days.
- Review and respond within 7 to 15 business days, depending on the complexity of the matter.
Complex cases may require additional time. If so, we will keep you informed of the progress.
9. Good Faith Requirement
Users are expected to submit grievances honestly and in good faith.
Knowingly submitting false, misleading or malicious complaints may result in appropriate action, including restriction of access to the ELKE platform.
10. Changes to this Policy
ELKE reserves the right to amend this Grievance Redressal Policy at any time.
Updated versions will be published on this website and become effective from the date of publication.
11. Contact Details
For any grievance relating to ELKE, please contact:
Grievance Officer
ELKE
Email: admin@elkeboutique.com
Phone: +91-9789363373
Website: www.elkeboutique.com
At ELKE, we are committed to fostering a trusted and respectful community for women entrepreneurs and customers. We appreciate your feedback and will make reasonable efforts to address platform-related concerns promptly and fairly.