This grievance redressal policy (the “Policy”) sets out Demifine Fashion Private Limited’s (the “Company”, “we”, “us”, or “our”) approach to addressing grievances raised by customers purchasing products and services from our website https://palmonas.com/ (the “Website”).

This Policy is an electronic record in terms of the Information Technology Act, 2000 and applicable rules thereunder. This electronic record is generated by a computer system and does not require any physical or digital signatures.

Details of the Company

• Legal Entity: Demifine Fashion Private Limited
• Corporate Address: Office No 501/502/503/504/505(A), 5th Floor, Verdant 84, Plot 1, Lane Z, Koregaon Park Annexe, Mundhwa, Pune, Maharashtra 411036
• Website: https://palmonas.com
• Support Form: https://support.palmonas.com/
• Phone: +91 9175008322

Objective and Scope

This Policy applies to grievances raised in connection with the purchase of goods and services through our Website. It aims to provide a clear and effective mechanism for handling complaints, ensuring customers are treated fairly, and grievances are addressed promptly and courteously.

What Constitutes a Grievance

For the purpose of this Policy, a “grievance” refers to any written or verbal communication expressing dissatisfaction with any product or service offered on the Website and requesting remedial action. This does not include:

• Incomplete or vague queries
• General suggestions or feedback
• Requests for information or clarification

Submission and Handling of Grievances

Customers may raise complaints or concerns through the Support Form at support.palmonas.com or by phone at +91 9175008322.

• Upon receipt of a grievance, an acknowledgment will be sent within 48 hours, including a Ticket ID for tracking.
• All grievances will be resolved within 15 working days of receipt.
• Customers may be contacted via email or phone during the resolution process.

Escalation

If the grievance is not resolved to the satisfaction of the customer, or if further escalation is required, the customer may contact our designated officer below. The Company has appointed this individual in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

• Name: Ashish Pandey — Designation: Customer Support Head — Email: grievance@palmonas.com
• Nodal Officer: Akshay Deshmukh — Email: akshay.deshmukh@palmonas.com — Phone: +91 9356103736
• Office Address: Office No 501/502/503/504/505(A) 5th Floor, Verdant 84, Plot 1, Lane Z, Koregaon Park Annexe, Mundhwa, Pune, 411036 Maharashtra, India
• Working Hours: 10am to 7pm

Closure of Complaints

• The customer has communicated acceptance of the proposed resolution
• The customer fails to respond to the Company’s communication within 7 days
• The Company has provided a resolution and no further communication is received from the customer within the stipulated time

This Policy is to be read along with our Shipping & Delivery, Lifetime Warranty, Return & Exchange, Lifetime BuyBack, Payment Policy and other applicable policies listed on our Website.