At Wearnexa, managed and operated by Bright Reach Private Limited, our priority is to offer a dependable and smooth shopping environment to every customer. We uphold fairness, transparency, and responsible resolution in all concerns raised by consumers. This Grievance Redressal Policy has been structured to ensure that any complaint received is handled promptly, courteously, and in compliance with the applicable legal framework.  

Meaning of a Grievance  

A grievance is defined as any dissatisfaction or concern expressed by a customer in relation to a product or service purchased through our platform, for which a resolution is expected. This can include, but is not restricted to, complaints about product defects or quality issues, wrong or delayed delivery, payment failures, refund or return complications, exchange-related concerns, customer support disputes, and clarifications needed regarding any of our policies.  

Procedure to Submit a Grievance  

Customers experiencing an issue are encouraged to contact us through our available support channels. The steps to raise a grievance are outlined below:  

Visit Support Page    
Go to the  “Contact Us” section accessible through our website or mobile application.  

Identify the Concern    
Choose the most suitable category that matches the issue you are facing.  

Share Complaint Details    
Submit complete information including the order ID, a short explanation of the concern, and any relevant attachments such as images or supporting documents.  

After the submission, our support representatives will examine the information shared and respond with the next steps or solution.  

Escalation to Grievance Officer  

If the provided resolution does not satisfactorily address the matter, the issue may be escalated to our appointed Grievance Officer, as governed by the Information Technology Act, 2000 and other relevant legal regulations. To safeguard accountability and legal compliance, Wearnexa has designated a Grievance Redressal Officer who oversees the resolution of complaints that remain pending or need escalation. Customers can contact the Grievance Officer via email at brightreachprivatelimited@gmail.com.  

Grievance Response Framework

• Acknowledgement: We will acknowledge receipt of the grievance within  48 hours through email.  
• Reference ID: A distinct reference or ticket number will be assigned for tracking the progress of the grievance.  
• Resolution Period: Our support team and the Grievance Officer will work to resolve the reported matter as soon as possible, generally within 7 working days, or as required under applicable law.  
• Regular Updates: Customers will be informed periodically about the progress of their grievance through their registered contact details.  

Completion and Closure of Grievance  

A grievance will be marked as resolved and closed under the following situations:  

• When a satisfactory resolution has been provided to the customer by the support team or the Grievance Officer.  
• When the customer does not respond to our communication for a reasonable duration after the resolution has been offered.  
• When a final resolution has been shared as per the company policy and applicable laws.  

Contact Information  

For additional support or to begin the grievance filing process, customers may contact us at brightreachprivatelimited@gmail.com.  

Policy Disclaimer  

This Grievance Redressal Policy may be modified or updated periodically. Customers are advised to review the Terms of Use and Privacy Policy for the most recent version of this document.