Grievance Redressal

At BoutiqueQ Pte. Ltd., we are committed to delivering high-quality service and ensuring that every customer concern is addressed promptly and fairly. This Grievance Redressal Policy outlines how you can raise issues and how we investigate and resolve them.

1. Company Information

BoutiqueQ Pte. Ltd.

Registered Address: 160 Robinson Road, 14-0,4 Singapore, 068914
Customer Support Email: support@boutiqueq.com
Response SLA: 2–3 business days

2. Purpose of This Policy

This policy ensures:

• Transparent and accessible complaint handling
• Fair and timely resolution of customer issues
• Compliance with Singapore’s consumer protection framework
• Effective communication between BoutiqueQ and its customers

3. What Issues Can You Report

Customers may raise grievances related to:

• Orders not received
• Damaged or defective items
• Incorrect products delivered
• Delays in shipping
• Issues with returns or refunds
• Payment or transaction errors
• Account, login, or data privacy concerns
• Misconduct or improper behaviour from any representative
• Any other dissatisfaction regarding our products or services

4. How to Submit a Complaint

You can raise a complaint through the following method:

Email Support

Send an email to support@boutiqueq.com with:

• Your full name
• Order number
• Contact information
• Detailed description of the issue
• Photo/video evidence (if applicable)

5. Acknowledgement Timeline

Once your complaint is submitted:

• We will acknowledge receipt within 2–3 business days.
• You will receive a reference number (ticket ID) for tracking.

6. Resolution Timeline

Our team follows this standard resolution process:

• Minor issues (basic queries, tracking help, small corrections): 2–5 business days
• Moderate issues (returns, refunds, product replacements): 5–10 business days
• Complex cases (payment disputes, legal matters, investigations): Up to 15 business days

If we require extra time, we will inform you of the reasons and provide an updated timeline.

7. Grievance Officer

If standard support fails to resolve escalated issues, you can reach out to our designated Grievance Officer.

Grievance Officer:
Designation: Grievance & Compliance Officer
Email: grievance@boutiqueq.com
Response SLA: Within 5–7 business days

Note: Customers should first reach standard support before escalating to the Grievance Officer.

8. Steps in Our Complaint Handling Process

1. Complaint Received
   • Logged and assigned a ticket number.
2. Initial Review
   • The team evaluates details and supporting documents.
3. Investigation
   • Internal checks with logistics, product, or payments team.
4. Resolution Proposal
   • Replacement, exchange, refund, clarification, or explanation.
5. Final Communication
   • The customer receives written confirmation of the outcome.
6. Closure
   • The case is closed once both sides agree on the solution.

9. Customer Responsibilities

To assist us in resolving your concern efficiently, please ensure:

• All information provided is accurate
• Photos/videos are clear and relevant
• Issues are reported within the return/refund eligibility period
• Emails include your order number for quick identification

10. Abuse or Misuse of Policy

BoutiqueQ reserves the right to decline support in cases of:

• Fraudulent claims
• Repeated misuse of return/refund rules
• Abusive or threatening communication
• Attempts to exploit our policies or staff

11. Feedback & Service Improvement

We welcome feedback to help improve our processes.
Share suggestions anytime at support@boutiqueq.com.

12. Updates to This Policy

BoutiqueQ may modify this policy from time to time to reflect regulatory changes or operational updates.
All changes will be posted on this page with a new “Last Updated” date.