Effective Date: 19th September 2025

At Bold & Glow Cosmetics Pvt Ltd (“we,” “our,” or “us”), customer satisfaction and trust are our highest priorities. This Grievance Redressal Policy outlines the procedure for addressing complaints, disputes, or concerns raised by customers regarding our products, services, or website.

1. Purpose

This policy ensures that:

  • All complaints are handled in a fair, transparent, and timely manner.

  • Customers have clear access to grievance redressal channels.

  • Issues are resolved efficiently in accordance with legal and regulatory requirements.

2. Scope

This policy applies to:

  • Product-related issues (damage, defects, incorrect delivery).

  • Website or order processing concerns.

  • Queries regarding returns, refunds, or replacements.

  • Complaints related to service quality, communication, or delays.

3. Grievance Officer

In compliance with applicable laws, Bold & Glow has appointed a Grievance Officer who will be responsible for:

  • Receiving and acknowledging complaints.

  • Investigating and addressing grievances.

  • Coordinating with relevant departments to provide resolutions.

  • Ensuring compliance with company policies and regulations.

Grievance Officer Contact Details:
Name: Grievance Officer, Bold & Glow Cosmetics Pvt Ltd
Phone: +91 73567 94929 (Monday – Saturday, 10:00 AM – 6:00 PM)
Email: info@boldandglow.in | care@boldandglow.in
Address: Mattathil Building, Pathirapalli PO, Alappuzha – 688521, Kerala, India

4. Complaint Submission Process

Customers can raise a grievance through any of the following channels:

  • Email: Send details of the complaint, along with order ID/invoice number, to info@boldandglow.in or care@boldandglow.in.

  • Phone: Contact our customer care number during working hours.

  • Mail: Submit a written complaint to the company’s registered address.

The complaint should include:

  • Name and contact details of the customer.

  • Order details (order ID, invoice, or purchase reference).

  • Description of the issue along with supporting evidence (such as images or unboxing videos, where applicable).

5. Response & Resolution Timeline

  • Acknowledgment: All complaints will be acknowledged within 48 hours of receipt.

  • Investigation: The issue will be reviewed by our support and quality control team.

  • Resolution: We aim to provide a resolution within 7 business days, depending on the nature of the complaint. If additional time is required, the customer will be informed.

6. Escalation

If a customer is not satisfied with the initial response, they may escalate the grievance directly to the Grievance Officer. Escalated complaints will be given priority and reviewed at a senior level.

7. Final Decision

The decision made by Bold & Glow Cosmetics Pvt Ltd after due investigation shall be considered final and binding, subject to applicable consumer protection laws.

8. Policy Review

This Grievance Redressal Policy may be updated periodically to comply with legal requirements or to improve service standards. Customers are encouraged to review the latest version available on our website.