Grievance Policy

At Bruno Milano, we are committed to providing exceptional service and maintaining an environment built on trust, respect, and integrity. We understand that difficulties or disagreements may occasionally arise, and we believe that resolving grievances promptly and fairly is vital to our community.

This Grievance Policy outlines the procedure for submitting, reviewing, and resolving formal complaints or grievances regarding our products, services, or interactions.

1. Purpose

The purpose of this policy is to ensure that all grievances are handled in a fair, consistent, and timely manner. We encourage open communication and aim to resolve most issues informally before they escalate into a formal grievance procedure.

2. Scope

This policy applies to all users of www.brunomilano.com, including customers, clients, partners, and visitors. It covers issues related to:

  • Product quality or service delivery.

  • Billing, refunds, or transaction disputes.

  • Professional conduct or interactions with our team.

  • Content or privacy concerns on our website.

3. How to Submit a Formal Grievance

If you have been unable to resolve an issue through our standard customer support channels, you may file a formal grievance. To help us investigate and resolve your issue effectively, please submit your grievance in writing to our dedicated team:

Please include the following information in your communication:

  • Your full name and contact information (email address and phone number).

  • A detailed description of the issue or incident, including dates, times, and any relevant order or account numbers.

  • Any supporting documentation, screenshots, or correspondence related to the matter.

  • A clear statement of the outcome or resolution you are seeking.

4. The Investigation and Resolution Process

Once a formal grievance is submitted, Bruno Milano will follow a structured process to ensure fairness:

  • Acknowledgment (Within 3 Business Days): We will acknowledge receipt of your grievance in writing, confirming that it has been received and is under review.

  • Review & Investigation (Within 15 Business Days): A designated manager or independent representative will review the details of your grievance, examine relevant records, and conduct any necessary investigations.

  • Resolution (Within 30 Business Days): Following the investigation, we will provide you with a written response detailing our findings, the decision reached, and any corrective actions or remedies being offered.

Note: If an investigation requires additional time due to complexity, we will notify you in advance with an updated timeline.

5. Confidentiality

We treat all grievances with the utmost discretion. Information disclosed during the grievance process will only be shared with individuals who are directly involved in investigating or resolving the matter, or as required by applicable laws.

6. Continuous Improvement

Bruno Milano monitors and logs all formal grievances to identify systemic issues, improve our business operations, and prevent similar problems from occurring in the future.

7. Grievance Officer Contact

  • Name: Nandini Jain
  • Designation: Grievance Officer
  • Email: care@brunomilano.com
  • Address: D6, Sector 2, Noida 201301, Uttar Pradesh 
  • Hours: Monday to Friday, 10:00 AM – 6:00 PM IST