Grievance Redressal Policy 
 

At Mysticpurple, brought to you by Brin Innovation, we are committed to providing a seamless and reliable shopping experience. We believe in open communication and fair treatment when it comes to resolving any concerns you may have. This policy explains how we handle complaints quickly, professionally, and in line with legal requirements.  

What Is a Grievance?  

A grievance is any dissatisfaction or complaint you may have regarding your purchase or experience on our platform. Examples include:    
 

• Issues with product quality or defects  
• Incorrect or delayed deliveries  
• Payment problems  
• Difficulties with returns, exchanges, or refunds  
• Unsatisfactory customer support  
• Questions or concerns about our policies  

How to Report a Grievance  

We encourage you to share any concerns through our official support channels by following these steps:    
 

• Visit the Help Center or Contact Us page on our website or app.  
• Select the category that best fits your issue.  

Provide details such as your order number, a clear description of the problem, and any relevant photos or documents.    
 

Our support team will review your submission carefully and respond as soon as possible.    

Escalating Your Complaint  

If your issue is not resolved or you are unsatisfied with the response, you can escalate it to our Grievance Redressal Officer. This step follows guidelines under the Information Technology Act, 2000, and other applicable laws.  

We have appointed a dedicated officer to oversee unresolved complaints and ensure impartial handling. You may reach out to this officer by email at brininnovation@gmail.com.  

How We Handle Grievances  

Once you file a grievance, here’s what to expect:    
 

• You will receive an acknowledgment email within 48 hours confirming we received your complaint.  
• A unique reference number will be assigned so you can track the progress.  
• Our team aims to resolve your grievance within seven working days, unless a different timeframe is required by law.  
• We will keep you informed with regular updates through your registered contact details.  

When Is a Grievance Closed?  

Your complaint will be considered resolved and closed when:  

• A satisfactory solution has been provided by our support team or the Grievance Officer.  
• We do not receive any response from you within a reasonable time after sharing the resolution.  
• A final decision is made in line with our policies and legal obligations.  

Need Help?  

If you have any questions or wish to raise a grievance, please email us at brininnovation@gmail.com.  

Policy Updates  

This policy may be updated occasionally. Please refer to our Terms of Use and Privacy Policy for the latest information.