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Grievance Redressal Policy

Grievance Redressal Policy

At Freedom Cart, we are committed to providing a fair, transparent, and timely resolution of any complaints or concerns raised by our customers. This Grievance Redressal Policy outlines our process for handling grievances and escalations.


1. Purpose

The purpose of this policy is to ensure that every customer who interacts with us feels heard and supported. If you are unsatisfied with any part of your experience on Freedom Cart, you may raise a grievance for review and resolution.


2. How to Raise a Grievance

Customers may raise their concerns or complaints through either of the following channels:


  • By filling out the Contact Us form available on our website
  • By sending an email to dropweb07@gmail.com with the subject line: “Grievance – [Your Order Number]”


3. Information to Provide

To help us resolve your concern quickly, please include the following information in your complaint:

  • Full name
  • Registered email address or order number
  • Description of the issue
  • Supporting documents or screenshots (if applicable)
  • Unboxing video (if applicable in case of return/refund-related issues)


4. Response Time

We aim to:

  • Acknowledge your grievance within 48 hours
  • Provide a resolution within 7 business days, depending on the complexity of the issue.
  • If your concern requires more time, we will keep you informed of the status and expected resolution timeline.


5. Escalation

If you are not satisfied with the initial resolution provided by our support team, you may escalate the issue by replying to the same email thread and requesting further review.

Each escalation is reviewed internally by a supervisor or senior team member to ensure fair handling.


6. Scope of This Policy

This policy applies to all customer concerns, including but not limited to:

  • Order-related issues
  • Payment concerns
  • Return/refund disputes
  • Website or service complaints
  • Communication delays


7. Contact

For grievance submissions, please use the Contact Us form or email us directly at 

dropweb07@gmail.com

We value your trust and are here to support you.