Grievance Redressal

1. Our Commitment

At ISGS TECH PRIVATE LIMITED (operating isgsfabrics.com), we are committed to addressing every customer grievance fairly, transparently, and within reasonable timelines. Whether your concern is about a product, an order, a payment, a refund, or a privacy matter — we will hear you out and work towards a fair resolution.

2. Grievance Officer

In compliance with the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have designated the following Grievance Officers as the primary point of contact for any complaint related to this website, your personal data, or any service we provide:

3. How to Raise a Grievance

You may file a grievance through any of the following channels:

• Email: Send a detailed email to grievance@isgsfabrics.com from your registered email address.
• Postal Mail: Send a written letter to the address above, addressed to "The Grievance Officer".
• Customer Support: For order-related issues, you may also reach out to our customer support at contact@isgsfabrics.com or call +91 87961 78236. If unresolved, escalate to the Grievance Officer.

4. Information to Include

To help us resolve your concern quickly, please include the following in your grievance:

• Your full name and registered contact number
• Your registered email address
• Order number (if your grievance relates to a specific order)
• A clear, factual description of the issue
• Supporting documents or photographs, where relevant (e.g., proof of damage, screenshots, payment confirmation)
• Your preferred resolution (refund, replacement, response, etc.)

5. Resolution Timeline

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours of receiving it.
• Resolution: We aim to resolve all grievances within 15 calendar days, and in any event no later than 30 calendar days from the date of receipt, in accordance with applicable Indian regulations.
• Updates: If a resolution requires more time, we will keep you informed of the progress and the reason for any delay.

6. Escalation

If you are not satisfied with the resolution provided by our Grievance Officer, or if you have not received a response within the stated timelines, you may escalate the matter to the relevant statutory body or forum, including:

• National Consumer Helpline: 1800-11-4000 (Toll Free)  |  consumerhelpline.gov.in
• National Consumer Disputes Redressal Commission (NCDRC)
• Data Protection Board of India (for personal data related grievances under the DPDP Act, 2023)
• Local District Consumer Disputes Redressal Forum in the jurisdiction of Ghaziabad, Uttar Pradesh

7. Types of Grievances Handled

The Grievance Officer handles complaints relating to, but not limited to:

• Order delivery issues, delays, or non-receipt
• Damaged, defective, or wrong products received
• Refund and cancellation issues
• Payment-related disputes
• Personal data and privacy concerns under the DPDP Act, 2023
• Misleading product information or advertisements
• Concerns related to website behaviour, accessibility, or accuracy

8. Privacy of Grievances

All grievances are treated as confidential and shared only with personnel directly involved in resolving the issue. Personal data submitted as part of a grievance is processed in accordance with our Privacy Policy.

9. Governing Law

This grievance redressal mechanism and any complaints raised hereunder are governed by the laws of India. The exclusive jurisdiction lies with the competent courts at Ghaziabad, Uttar Pradesh.

10. Quick Contact Summary