GRIEVANCE REDRESSAL POLICY

CUSTOMER GRIEVANCE REDRESSAL POLICY

At Global Swanky, customer satisfaction is our top priority. We have a structured, transparent process to address your grievances and complaints fairly and promptly. This policy outlines how we handle, investigate, and resolve customer concerns.
We follow USA consumer protection standards and ensure every customer has access to a fair resolution process.

QUICK CONTACT INFORMATION

 Email: grievance@globalswanky.com
 Phone: +1 917-775-0554
 Hours: Monday - Saturday, 9:00 AM - 1:00 PM US Eastern Time (ET)
 Mailing Address:
Global Swanky LLC
5830 E 2nd St, Ste 7000 #36167
Casper, Wyoming 82609
United States

SECTION 1: UNDERSTANDING GRIEVANCES

What is a Grievance?
A grievance is any complaint or concern you have about:
- Product quality, defects, or receiving wrong items
- Shipping delays, lost packages, or damaged delivery
- Billing, payment, or refund issues
- Customer service response time or quality
- Website functionality or account issues
- Any other dissatisfaction with our products or services

How This Policy Relates to Other Policies:

1. Standard Issues (Use Policy First):
   → Return & Refund Policy: For returns within 30 days
   → Shipping Policy: For shipping-related issues
2. Escalated Issues (Use Grievance Policy):
   → Unresolved issues after using other policies
   → Complex situations requiring investigation
   → Issues not covered by standard policies

SECTION 2: OUR RESOLUTION PROCESS

Global Swanky uses a structured resolution process to ensure fair and transparent complaint handling.

CUSTOMER CARE TEAM (IMMEDIATE RESOLUTION)

First Contact Point: support@globalswanky.com or +1 917-775-0554
What Happens:
✓ Your issue is recorded with a reference number
✓ Response within 24-48 hours
✓ Resolution offered for simple issues
Issues That Can Be Resolved by Customer Care:
- Basic inquiries or clarifications
- Duplicate charge corrections (under $100)
- Simple return/exchange requests
- Address corrections before shipment
If Resolved: Case closed. You receive confirmation.
If NOT Resolved: Automatically escalates to the Grievance Officer.

GRIEVANCE OFFICER (INVESTIGATION & RESOLUTION)

When You Escalate:
If our Customer Care Team cannot resolve your issue, you have the right to escalate to the Grievance Officer for formal investigation.
How to Request Escalation:
→ Reply to the Customer Care response with "ESCALATE" in the subject
→ OR email grievance@globalswanky.com directly
What Happens:
✓ Case Number assigned (GR-[Date]-[Number])
✓ Acknowledgment within 24-48 hours
✓ Formal investigation (7-14 business days)
✓ Detailed resolution proposal
Issues Handled by the Grievance Officer:
- Product defects or quality issues
- Significant refund/replacement requests
- Shipping delays or lost packages
- Billing disputes over $100
- Any complex or unique situations
Investigation Timeline:
- Days 1-2: Acknowledgment & case registration
- Days 3-14: Investigation period
- Days 15-30: Resolution decision & communication
- Total Resolution: Within 30 business days
If Satisfied: Case closed with confirmation.
If NOT Satisfied: You can file a Formal Appeal.

FORMAL APPEAL & MANAGEMENT REVIEW

When You Appeal:
If you disagree with the Grievance Officer's decision, you have the right to appeal to management for a final review.
How to File an Appeal:
1. Email grievance@globalswanky.com with subject: "APPEAL - [Your Case Number]"
2. Clearly explain why you disagree with the decision
3. Provide any new evidence or information
4. Must be filed within 15 days of the Grievance Officer's decision
What Happens During an Appeal:
✓ Acknowledgment within 24 hours
✓ Review by manager/owner (not the original Grievance Officer)
✓ Final decision within 7-14 business days
✓ This is FINAL - no further appeals
Appeal Timeline:
- Filing deadline: Within 15 days of the Grievance Officer's decision
- Review period: 7-14 business days
- Final decision: Communicated in writing

SECTION 3: RESOLUTION OPTIONS & AUTHORITY

Possible Resolutions We Can Offer:
1. Full Refund
   Full amount returned to original payment method within 10 business days
2. Product Replacement
   Replacement shipped at our cost; return original at our expense
3. Partial Refund
   Refund of portion of price if issue is partially our responsibility
4. Store Credit
   Credit for future purchases as compensation or goodwill
5. Combination
   Mix of above (e.g., partial refund + replacement)
6. Claim Denial (If Not Our Responsibility)
   Detailed explanation provided for why we cannot offer resolution

Approval Authority:
Customer Care Team: Can approve up to $100
Grievance Officer: Can approve up to $500
Management: Can approve any amount

SECTION 4: USA CONSUMER PROTECTION REFERENCES

Compliance with USA Standards
Global Swanky complies with all USA consumer protection regulations including:
- FTC Act Section 5: Unfair or deceptive practices prohibited
- State Consumer Protection Laws
- CAN-SPAM Act: Email communication standards
- ROSCA (Restore Online Shoppers Confidence Act)

If You Wish to Escalate Beyond Global Swanky:
After exhausting our internal resolution process, you have the right to file complaints with:
1. Your State's Consumer Protection Office
   Find yours: www.usa.gov/state-consumer
2. Your State's Attorney General
   Find yours: www.naag.org/find-my-ag/
3. Federal Trade Commission (FTC)
   For scams/fraudulent practices: reportfraud.ftc.gov
4. Econsumer.gov
   For international/cross-border disputes: www.econsumer.gov
5. Your Credit Card Company or Bank
   Dispute charge; can request chargeback
6. Better Business Bureau (BBB)
   File complaint: www.bbb.org

SECTION 5: YOUR RIGHTS & PROTECTIONS

Your Rights as a Customer:
✓ Right to file a grievance without fear of retaliation
✓ Right to fair and timely investigation
✓ Right to appeal a decision you disagree with
✓ Right to confidentiality of your grievance
✓ Right to be treated respectfully and professionally
✓ Right to escalate to government agencies if needed

No Retaliation Policy:

Global Swanky will NEVER:
 Cancel your account for filing a grievance
 Refuse service or increase charges
 Make negative comments or take punitive action
 Discourage you from pursuing your complaint
If you experience retaliation, report it immediately to grievance@globalswanky.com with "RETALIATION COMPLAINT" in subject line.

SECTION 6: SUBMISSION & DOCUMENTATION REQUIREMENTS

How to File a Grievance:
Option 1: Email (Preferred)
Send to: grievance@globalswanky.com
Option 2: Phone
Call: +1 917-775-0554 (Mon-Sat, 9 AM-1 PM ET)
Option 3: Mail (For formal complaints)
Global Swanky LLC, 5830 E 2nd St, Ste 7000 #36167, Casper, WY 82609

Required Information:

Please include when filing:
1. Your full name and contact information
2. Order number (if applicable)
3. Date of purchase or incident
4. Clear description of the issue
5. Photos, screenshots, or documentation (if available)
6. What resolution you're seeking
7. Previous communications or attempts to resolve

Documentation We Keep:

Global Swanky maintains detailed records of:
- Case number and dates
- Investigation findings
- Resolution offered and accepted
- Cost to business
- Customer satisfaction feedback
These records help us identify patterns and improve our services.

SECTION 7: SPECIFIC GRIEVANCE SCENARIOS

Common Issues & Typical Resolutions:
PRODUCT QUALITY ISSUE (Defective, Damaged, Wrong Item)
Our Responsibility: YES → Full refund OR replacement (your choice)
SHIPPING ISSUE (Late Delivery)
Our Responsibility: Depends on cause
→ Our fault: Full refund OR replacement + shipping refund
→ Carrier fault: File claim; we cover while waiting
BILLING ISSUE (Charged Twice, Unauthorized Charge)
Our Responsibility: YES → Full refund of duplicate/error + apology
CUSTOMER SERVICE ISSUE (Slow Response, Rude Treatment)
Our Responsibility: YES → Apology + store credit ($20-100)
NOT OUR RESPONSIBILITY (Customer Lost Item, Changed Mind)
Claim Outcome: DENIED (with explanation)
Goodwill Option: Small store credit ($10-20) may be offered

SECTION 8: TERMS & CONDITIONS

Customer Responsibilities:
In filing a grievance, you agree to:
- Provide truthful and accurate information
- Communicate professionally and respectfully
- Provide relevant documentation
- Cooperate with our investigation

Prohibited Conduct:
Grievances containing false information, threats, harassment, or abusive language may be dismissed without resolution.

FINAL NOTES

This policy ensures every customer has a fair, transparent path to resolution. We are committed to addressing your concerns and improving our services based on your feedback.
For questions about this policy, email grievance@globalswanky.com or call +1 917-775-0554 (Mon-Sat, 9 AM-1 PM ET).

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Last Updated: September 15, 2026
Version: 3.0 (Enhanced with USA.gov Guidelines)