Customer Grievance Policy
At OrangeHomes and Orange Decor, your satisfaction is our priority. We strive to deliver exceptional interior design solutions and home decor products, but if something isn’t right, our Customer Grievance Policy ensures your concerns are addressed promptly, fairly, and transparently. This policy outlines how to raise a grievance, our resolution process, and your role in helping us serve you better.
Introduction
OrangeHomes offers modular furniture and turnkey interior design projects under our Base, Rise, Prime, and Crown plans, while Orange Decor provides curated home decor through our e-commerce platform. We’re committed to resolving any issues related to our products, services, or processes, whether it’s a project delay, product defect, or service concern. This policy applies to all customers in Bhopal, Madhya Pradesh, and beyond, ensuring a seamless experience for both OrangeHomes projects and Orange Decor purchases. For Orange Decor, grievances related to product warranties are handled per the warranty terms specified in individual product descriptions, as no default warranty applies.
What Qualifies as a Grievance?
A grievance is any dissatisfaction or concern related to our products, services, or interactions, including but not limited to:
- OrangeHomes:
- Project-related issues (e.g., delays, installation errors, quality concerns).
- Product defects (e.g., faulty hinges, damaged panels) covered under the OrangeHomes Warranty.
- Service issues (e.g., unprofessional staff, scheduling conflicts).
- Billing or payment disputes (e.g., incorrect invoices, overcharges).
- Orange Decor:
- Product issues (e.g., damaged items, incorrect deliveries, quality concerns).
- Warranty claims for products with specified coverage in their descriptions.
- Order-related issues (e.g., delayed shipping, missing items).
- Billing disputes (e.g., incorrect charges, refund delays).
- General:
- Communication issues (e.g., unresponsive support, unclear information).
- Policy-related concerns (e.g., warranty, returns, cancellations).
What Does Not Qualify as a Grievance?
- Issues outside our control, such as:
- Natural disasters (e.g., floods, earthquakes) affecting project timelines or deliveries.
- Third-party products (e.g., appliances, fixtures) covered by their manufacturer’s warranty.
- Renovation works (e.g., plumbing, civil structures, tiling) handled by third-party providers.
- Non-compliance with our policies, such as:
- Failure to follow Care Instructions leading to product damage.
- Unauthorized repairs or modifications voiding the OrangeHomes Warranty.
- Customized OrangeHomes products with no warranty, as stated in the contract.
- Orange Decor products without specified warranties, unless the issue involves delivery or billing errors.
- Frivolous or repetitive complaints already resolved or deemed invalid after investigation.
Our Commitment
- Prompt Response: Acknowledge grievances within 24 hours and aim to resolve within 7-14 business days, depending on complexity.
- Transparency: Provide clear updates on your grievance status via email or the customer dashboard (OrangeHomes) or account (Orange Decor).
- Fair Resolution: Offer solutions like repairs, replacements, refunds, or credits, per our Warranty, Return, Exchange & Refund, and Payment Policies.
- Priority for Prime/Crown: Expedited handling (e.g., 48-hour inspections) for Prime and Crown project grievances.
- Customer-Centric Approach: Listen to your concerns, investigate thoroughly, and prioritize your satisfaction to maintain trust.
Grievance Submission Process
1. Initial Submission:
- Contact Us:
- OrangeHomes: Email hello@theorangehomes.com or call +919893229599 (10 AM to 7 PM, Monday to Sunday). Submit via the customer dashboard for faster tracking.
- Orange Decor: Email support@orangedecor.com or call +919893229599. Submit via your Orange Decor account.
- Details Required:
- Your name, contact information, and order/project ID.
- Detailed description of the grievance (e.g., “Wardrobe hinge misaligned,” “Received damaged vase”).
- Supporting evidence (e.g., photos, videos, invoices, contract excerpts).
- Preferred resolution (e.g., repair, refund, replacement).
- Timeline: Submit within 10 days of detecting the issue for warranty-related grievances, or within 30 days for other issues (e.g., billing, delivery).
2. Acknowledgment:
- We’ll confirm receipt within 24 hours via email or dashboard/account notification, including a grievance reference number for tracking.
3. Investigation:
- Our team will review your submission, contact you for additional details if needed, and conduct inspections (for OrangeHomes projects) within 48 hours (Prime/Crown) or 72 hours (Base/Rise).
- For Orange Decor, we’ll verify order details and inspect returned products (if applicable) within 5 business days of receipt.
4. Resolution:
- We’ll propose a solution within 7 business days for simple issues (e.g., billing errors) or 14 business days for complex issues (e.g., project defects), subject to inspection findings.
- Solutions may include:
- Repairs or replacements (per OrangeHomes Warranty or Orange Decor product terms).
- Refunds or store credits (per Return, Exchange & Refund Policy).
- Service improvements (e.g., rescheduling, staff retraining).
- Partial compensation for delays or inconvenience, at our discretion.
- You’ll be notified via email or dashboard/account with resolution details and next steps.
5. Feedback:
- After resolution, we’ll request feedback to improve our services. You can share via email or the dashboard/account.
Escalation Process
If you’re unsatisfied with the initial resolution or response:
1. Escalate to Senior Management:
- Email grievances@theorangehomes.com (OrangeHomes) or grievances@orangedecor.com (Orange Decor) within 7 days of the initial resolution, including your grievance reference number and reasons for dissatisfaction.
- Alternatively, submit via the customer dashboard (OrangeHomes) or account (Orange Decor).
2. Review:
- A senior manager will review within 3 business days and contact you to discuss further.
- Additional inspections or investigations may be conducted, with updates provided.
3. Final Resolution:
- A final resolution will be proposed within 10 business days, which may include revised solutions (e.g., enhanced compensation, expedited repairs).
- For Prime/Crown customers, escalations receive priority handling (within 2 business days).
4. External Options:
- If the issue remains unresolved, you may pursue legal recourse under Bhopal, Madhya Pradesh courts, after exhausting our process. We encourage mediation to avoid litigation.
Customer Responsibilities
- Timely Submission: Report grievances within the specified timelines (10 days for warranty issues, 30 days for others) to ensure eligibility.
- Accurate Information: Provide complete and accurate details, including evidence, to facilitate swift resolution.
- Access: For OrangeHomes, provide access to the project site for inspections/repairs, including necessities (e.g., water, electricity, ladders).
- Policy Compliance:
- Follow Care Instructions to maintain warranty eligibility for OrangeHomes products.
- Adhere to Return, Exchange & Refund Policy for Orange Decor returns.
- Ensure customized OrangeHomes products are documented in the contract, as they have no warranty unless specified.
- Cooperation: Respond to our requests for additional information or clarification promptly to avoid delays.
- No Unauthorized Actions: Avoid third-party repairs or modifications, as they may void warranty claims or complicate resolutions.
Company Obligations
- Acknowledge grievances within 24 hours and provide a reference number.
- Investigate thoroughly, including inspections within 48-72 hours for OrangeHomes projects.
- Propose fair resolutions within 7-14 business days, aligned with our policies.
- Offer priority handling for Prime/Crown customers (e.g., 48-hour inspections, 2-day escalations).
- Maintain confidentiality for all grievance-related matters.
- Provide updates via email, dashboard, or account throughout the process.
- Continuously improve based on customer feedback to prevent future issues.
Company Limitations
- We cannot:
- Provide temporary accommodation during OrangeHomes repairs.
- Cover third-party products (e.g., appliances, fixtures) or renovation works (e.g., plumbing, tiling), which are handled by their providers.
- Process claims for Orange Decor products without specified warranties, except for delivery or billing issues.
- Guarantee resolutions outside our policies (e.g., refunds beyond Return, Exchange & Refund terms).
- Be liable for delays due to external factors (e.g., supply chain issues, natural disasters).
- We reserve the right to:
- Reject frivolous or invalid grievances after investigation.
- Approve repairs or appoint contractors for OrangeHomes projects to ensure quality.
- Escalate unresolved issues to mediation before legal action.
Grievance Categories and Resolution Examples
1. OrangeHomes Project Issues:
- Example: “Kitchen installation delayed by 2 weeks.”
- Resolution: Expedited completion, partial compensation (e.g., 5% project value credit for Prime/Crown).
- Example: “Wardrobe hinge misaligned.”
- Resolution: Free repair under warranty, priority scheduling for Prime/Crown.
2. Orange Decor Product Issues:
- Example: “Received damaged mirror.”
- Resolution: Replacement or refund per Return, Exchange & Refund Policy, if within 7 days.
- Example: “Product description promised 1-year warranty, but item is defective.”
- Resolution: Repair or replacement per product warranty terms.
3. Billing Disputes:
- Example: “Overcharged for Crown project.”
- Resolution: Refund of excess amount within 5 business days, apology credit (e.g., ₹1,000 store credit).
4. Service Issues:
- Example: “Installation team was unprofessional.”
- Resolution: Staff retraining, rescheduling with a senior team, apology gesture (e.g., free maintenance check).
5. Communication Issues:
- Example: “No response to project query.”
- Resolution: Immediate follow-up, dedicated support contact, apology credit.
Contact Us
We’re here to resolve your concerns quickly and effectively. Reach out to us:
- OrangeHomes:
- Email: hello@theorangehomes.com
- Phone: +919893229599 (10 AM to 7 PM, Monday to Sunday)
- Customer Dashboard: Submit and track grievances through your project dashboard.
- Orange Decor:
- Email: support@orangedecor.com
- Phone: +919893229599 (10 AM to 7 PM, Monday to Sunday)
- Account: Submit and track grievances through your Orange Decor account.
- Escalations:
- Email: grievances@theorangehomes.com (OrangeHomes) or grievances@orangedecor.com (Orange Decor)
- Address: [Your Business Address]
Last Updated: May 10, 2025
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