Complaint Handling Policy

Complaint Handling Policy

At Chinelle, customer satisfaction is our highest priority. We aim to provide high-quality retail products and transparent services, but we recognize that issues can occasionally arise. In compliance with the standards set by Safepay and the State Bank of Pakistan, we have established this formal complaint-handling mechanism to resolve your concerns swiftly, fairly, and efficiently.

1. How to Register a Complaint

If you experience a delivery delay, receive a damaged or incorrect item, or have an issue regarding an online card payment via Safepay, you can contact our dedicated customer support team directly through the following channels:

  • By Email: fatima698hassan@gmail.com
  • By Phone / WhatsApp: 923007866700
  • Operating Hours: Monday to Saturday, 10:00 AM – 6:00 PM (PKT)

When reaching out, please provide your Full Name, Order ID Number, and a brief description of the issue (along with clear photographs if you received a damaged product) so we can locate your record immediately.

2. Acknowledgment & Initial Review

  • Once you submit a complaint via email or phone, our team will officially record it in our system.
  • You will receive an initial email or message acknowledging your complaint within 12 to 24 business hours.

3. Resolution Timeline

We take all disputes and transaction errors seriously.

  • Standard Resolution: We guarantee to thoroughly investigate your case and provide a concrete solution, resolution, or final decision within 48 to 72 business hours from the time your complaint was received.
  • Complex Cases: In rare scenarios involving payment gateway reconciliations with banking partners, a resolution may take up to 5 to 7 business days. We will keep you updated transparently via email throughout any such process.

4. Escalation and Financial Disputes

If your complaint involves an accidental double charge or a successful checkout that did not generate an order invoice, our backend team will verify the payment log with Safepay. Approved financial corrections or transaction reversals will be processed back to your original payment card or source account within our mandatory timeline of 5 to 7 business days.