Grievance Redressal

• Brand: Prooxy
• Legal Business Name: Skyline Shopper
• GSTIN: 09DWBPS4665F1Z
• Registered Business Address: B-140, Shivani Vihar, Kalyanpur, Lucknow, Uttar Pradesh – 226022, India
• Customer Support Phone: +91 8433469206
• Customer Support Email: support@prooxy.in

In accordance with applicable Indian laws and regulations, Prooxy has designated a Grievance Officer to receive and address customer grievances.

• Name: Naveen Singh
• Designation: Grievance Officer
• Business: Skyline Shopper / Prooxy
• Phone: +91 8433469206
• Email: support@prooxy.in
• Postal Address: B-140, Shivani Vihar, Kalyanpur, Lucknow, Uttar Pradesh – 226022, India

A grievance may include a complaint relating to:

• Product quality, defect, wrong product or missing product
• Incorrect size received
• Order processing or order cancellation
• Payment, payment failure or Cash on Delivery
• Shipping, delivery delays or delivery-related issues
• Return, exchange or refund requests
• Promotional offers
• Website functionality
• Customer account or unauthorized account activity
• Privacy or personal-data concerns
• Marketing, WhatsApp or SMS communications
• Any other issue relating to Prooxy's products or services

Customers can submit a grievance through:

• Email: support@prooxy.in
• Phone: +91 8433469206
• Postal Address: Grievance Officer, Skyline Shopper / Prooxy, B-140, Shivani Vihar, Kalyanpur, Lucknow, Uttar Pradesh – 226022, India

For faster resolution, customers are encouraged to contact us by email or phone.

Where applicable, please provide:

• Full name
• Order number
• Registered mobile number
• Registered email address
• Product name and date of order
• Nature of complaint
• Relevant photographs or documents
• Payment or transaction reference, where relevant
• Previous communication with customer support, if any
• Expected resolution

Please do not send unnecessary sensitive information. Prooxy will only request information reasonably necessary to investigate and resolve the grievance.

Where a grievance is received through email or another written communication channel, Prooxy will endeavour to acknowledge receipt and provide a reference or other appropriate confirmation where practicable. The acknowledgement may include:

• Complaint/reference number, where applicable
• Date of receipt
• Summary of the complaint
• Expected next steps
• Any additional information required

Depending on the nature of the complaint, Prooxy may review:

• Order, payment and product records
• Dispatch and courier information
• Return records
• Customer-support communications
• Website records
• Relevant transaction information
• Other information reasonably necessary to investigate the grievance

Where necessary, Prooxy may contact the customer for additional information.

If your grievance concerns a product defect, damage or incorrect product, we may request:

• Photographs of the product and packaging
• Photographs of the shipping label
• Unboxing video, where available
• Order information
• Description of the issue

The information will be used to investigate the complaint and determine an appropriate resolution.

For payment-related complaints, customers should provide the relevant order number, transaction reference, payment date, payment method and amount paid. Prooxy may coordinate with the applicable payment service provider where necessary. Prooxy currently uses PhonePe for online payment processing.

Customers should never provide UPI PIN, ATM PIN, card PIN, CVV or banking password to Prooxy or anyone claiming to process a refund or resolve a payment complaint.

For delivery complaints, Prooxy may review information provided by the applicable logistics partner, including tracking information, delivery attempts, shipment status, delivery confirmation and return-to-origin information.

Where appropriate, Prooxy may coordinate with the courier partner to investigate the issue.

Complaints concerning returns, exchanges or refunds will be reviewed in accordance with our Return & Refund Policy.

Where a refund has already been initiated, the time required for the amount to reach the customer's account may depend on the payment gateway, bank or financial institution.

If your complaint concerns the collection, use, disclosure, correction, deletion or handling of your personal data, you may contact:

• Email: support@prooxy.in
• Grievance Officer: Naveen Singh

Please identify the nature of your privacy concern and provide sufficient information for us to locate the relevant account or transaction.

Such requests will be handled in accordance with Prooxy's Privacy Policy and applicable Indian data-protection laws.

Prooxy may use communication channels such as email, SMS and WhatsApp for transactional and, where appropriately permitted, promotional communications.

If you do not wish to receive promotional communications, you may contact us at support@prooxy.in. You may also use the unsubscribe or opt-out mechanism provided in applicable promotional communications where available.

Transactional communications necessary to process an order may continue where required to provide the service.

Prooxy will endeavour to review and resolve grievances within the timelines prescribed by applicable Indian law and regulations. The time required to resolve a complaint may depend on its nature and whether information from a third party, such as a payment provider or courier, is required.

Where a complaint cannot immediately be resolved, Prooxy may provide an update regarding its status.

Some complaints may involve third-party service providers, including payment gateways, banks, courier/logistics providers, communication providers, analytics providers and social-media platforms. Where necessary, Prooxy may coordinate with the relevant service provider.

However, third-party services may also have their own complaint and dispute-resolution mechanisms.

Prooxy takes genuine customer complaints seriously. Where there is reasonable evidence of fraudulent, abusive or deliberately misleading complaints, Prooxy may take appropriate action consistent with applicable law.

This does not restrict genuine customers from exercising their lawful consumer rights.

Nothing in this Grievance Redressal Policy is intended to restrict or remove any statutory rights or remedies available to consumers under applicable Indian law.

Customers may continue to exercise any rights available to them under applicable consumer-protection legislation and other applicable laws.

If a customer is dissatisfied with the initial response from customer support, the complaint may be escalated to the designated Grievance Officer.

• Grievance Officer: Naveen Singh
• Email: support@prooxy.in
• Phone: +91 8433469206
• Postal Address: B-140, Shivani Vihar, Kalyanpur, Lucknow, Uttar Pradesh – 226022, India

When escalating a complaint, please include any previous complaint/reference number and relevant correspondence so that the matter can be reviewed efficiently.

• Business: Prooxy, operated by Skyline Shopper
• GSTIN: 09DWBPS4665F1Z
• Grievance Officer: Naveen Singh
• Customer Support: +91 8433469206
• Email: support@prooxy.in
• Address: B-140, Shivani Vihar, Kalyanpur, Lucknow, Uttar Pradesh – 226022, India
• Website: https://prooxy.in

Prooxy may update this Grievance Redressal Policy from time to time to reflect changes in applicable laws, regulatory requirements, changes to our services, changes to our complaint-handling process, or changes to our contact details.

The latest version will be published on this page with the applicable "Last Updated" date.