At Goldensuit, operated by Trade Hi Tech IT Solutions Private Limited, we are firmly committed to offering our customers a seamless and reliable shopping experience. We uphold fairness and transparency in all our dealings. This Grievance Redressal Policy exists to ensure your concerns are handled swiftly, professionally, and in full compliance with applicable laws. 

What Is a Grievance? 
 

A grievance refers to any dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks resolution. Examples include, but are not limited to—product defects or quality issues, wrong or delayed deliveries, payment problems, return/refund/exchange difficulties, unsatisfactory customer service, or policy-related questions. 
 

How to Raise a Grievance 
 

If you encounter an issue, please contact us via our support channels: 
 

• Visit the Help Centre or Contact Us section on our website or mobile app. 
• Select the issue category that best describes your concern. 
• Submit your query, including your order ID, a detailed description of the problem, and any supporting documents or images. 

Our support team will review your submission and respond accordingly. 

Escalation to Grievance Officer 
 

If your concern is not resolved or you're dissatisfied with the response from our customer care team, you may escalate the issue to our appointed Grievance Officer, in line with the Information Technology Act, 2000 and other applicable laws. 
 

To ensure legal compliance and accountability, Goldensuit has appointed a dedicated Grievance Redressal Officer, who oversees the grievance resolution process, ensures fairness, and addresses unresolved or escalated issues. You may contact the Grievance Officer via email at tradehitechitsolutionspvtltd@gmail.com / tradehitechitauthorize@gmail.com. 

Grievance Handling Process 
 

• Acknowledgement : We will acknowledge your grievance within 48 hours via email. 
• Unique Ticket ID : A unique grievance/reference ID will be provided to track your complaint status. 
• Resolution Timeline : We endeavour to resolve your grievance as quickly as possible, typically within 7 working days, or as required under applicable law. 
• Updates & Communication : You’ll receive periodic updates on your grievance via your registered communication method. 

Closure of Grievance 
 

A grievance will be considered closed when any of the following apply: 
 

• You receive a satisfactory resolution from our customer care or Grievance Officer. 
• You do not respond to our communications within a reasonable time after a resolution is offered. 
• A final resolution has been communicated in line with our policy and applicable law. 

Contact Us 
 

To raise a grievance or seek further assistance, please contact us at tradehitechitsolutionspvtltd@gmail.com / tradehitechitauthorize@gmail.com. 

Note 
 

This policy is subject to updates from time to time. For the most current version, please refer to our Terms of Use and Privacy Policy page.