Legal
Grievance Redressal
Per IT Rules, 2021 · Consumer Protection Act, 2019
In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to address concerns, complaints, and disputes related to our website, products, or services.
02 What You Can Raise
You can write to the Grievance Officer about any of the following:
- Product quality, defect, or mismatch with description
- Order, delivery, or tracking issues that remain unresolved by customer support
- Refund or replacement disputes
- Misleading advertising or pricing claims
- Privacy, data, or consent concerns under the DPDP Act
- Content on our site that you believe is unlawful, infringing, or harmful
- Account-related grievances, including unauthorised activity
- Any other complaint relating to the conduct of Singular Matrix Private Limited
03 How To File A Complaint
To ensure your grievance is addressed quickly, please include the following:
- Your full name, email, and phone number
- Order number (if related to a purchase)
- A clear, factual description of the issue
- The outcome or remedy you are seeking
- Any supporting documents — screenshots, photos of the product, invoices, or earlier correspondence
Send your complaint by email to grievance@singularstyles.com, or by post to the registered office above marked "Kind Attention: Grievance Officer".
04 Resolution Timelines
| Stage | Timeline |
|---|
| Acknowledgement of complaint | Within 24 hours of receipt |
| Initial investigation | Within 7 working days |
| Final resolution | Within 15 working days of receipt |
| Urgent complaints (privacy, unlawful content) | Within 72 hours |
If we need longer. In rare cases, if a complaint is complex and requires additional time, we will inform you in writing about the reasons and the revised timeline — never exceeding 30 days from the date of the original complaint.
05 Escalation Path
If you are not satisfied with the Grievance Officer's response, you can escalate to:
- The Director, Singular Matrix Private Limited — by writing to info@singularstyles.com with subject line "Escalation: Grievance #<your complaint number>".
- Statutory authorities — as set out in Section 06 below.
06 External Redressal
If your complaint remains unresolved, you may approach the following statutory bodies:
- National Consumer Helpline — toll-free 1915, or via the NCH portal at consumerhelpline.gov.in
- Consumer Disputes Redressal Commission — District, State, or National Commission depending on the value of the claim, under the Consumer Protection Act, 2019
- Data Protection Board of India — for grievances under the DPDP Act, 2023
- Ministry of Electronics and Information Technology (MeitY) — for grievances under the IT Rules, 2021
We cooperate fully with any lawful authority and respond to formal notices within the prescribed timelines.