Grievance Redressal Policy

At Dailyshines, owned and operated by Nibly Essentials Private Limited, your confidence and peace of mind matter just as much as the candles you choose. This Grievance Redressal Policy outlines how we listen to concerns, address issues, and work toward fair resolutions whenever your experience does not meet expectations.

We believe clear communication and timely action build trust. This policy exists to assure you that every concern is acknowledged, reviewed carefully, and handled with transparency, ensuring your shopping journey remains respectful and reassuring.

What is a Grievance?

A grievance is any issue, complaint, or dissatisfaction you experience while interacting with our website, products, or services and for which you seek assistance or resolution.

This may include concerns related to product quality, damaged or incorrect items, delivery delays, payment issues, return or refund challenges, exchange concerns, or dissatisfaction with customer support. It may also involve questions regarding policies or order handling. Regardless of the nature of the concern, every grievance is treated with seriousness and respect.

How to Raise a Grievance

We aim to make it easy for you to share concerns whenever something feels off. Raising a grievance is a simple process designed to help us understand and resolve the issue efficiently.

You can submit your grievance through the Help Centre or Contact Us section available on our website or app. While submitting, select the most relevant category, include your order ID, clearly describe the issue, and attach any supporting images or documents if applicable. Once submitted, our support team reviews the details and communicates the next steps toward resolution.

Escalation to Grievance Officer

While most concerns are resolved through our customer support team, certain matters may require additional review. If you feel your grievance remains unresolved or the response does not fully address your concern, you may escalate the matter further.

In accordance with the Information Technology Act, 2000 and applicable regulations, Nibly Essentials Private Limited has appointed a Grievance Redressal Officer to oversee escalated complaints. You may contact the Grievance Officer directly at niblyessentialspvtltd@gmail.com, and your concern will be reviewed with priority, fairness, and due attention.

Grievance Handling Process

We follow a structured process to ensure grievances are handled efficiently and transparently, keeping you informed throughout.

  • Acknowledgement: Once your grievance is received, we confirm receipt within 48 hours through email so you know your concern is under review.

  • Unique Ticket/Reference ID: Each grievance is assigned a unique reference ID, allowing easy tracking and ensuring clear accountability.

  • Resolution Timeline: Our team aims to resolve grievances within 7 working days, or within timelines prescribed under applicable laws, depending on the nature of the issue.

  • Updates & Communication: Regular updates are shared using your provided contact details, ensuring you remain informed about progress and outcomes.

Closure of Grievance

A grievance is considered closed once a clear resolution has been achieved or communicated. Closure may occur under specific circumstances.

If a mutually agreeable solution is reached between you and our team or Grievance Officer, the grievance is closed upon confirmation. If a proposed resolution receives no response from you within a reasonable timeframe, the matter may be treated as resolved. Additionally, once a final decision is communicated in line with our policies and legal requirements, the grievance is officially closed with full transparency.

Contact Us

We encourage open communication and are always ready to assist with questions, concerns, or grievances at any stage of your experience.

For grievance-related matters or further clarification, please contact us at niblyessentialspvtltd@gmail.com. Our team is committed to responding promptly and ensuring your concerns are handled with care and clarity.

Important Note

Policies may evolve over time to reflect operational updates, legal requirements, or improved processes. We recommend reviewing this policy periodically to stay informed about the latest grievance redressal procedures.

Any updates to this policy will be reflected on our website and aligned with our Terms of Use and Privacy Policy. Staying informed helps ensure a confident, smooth, and worry-free experience with Dailyshines.