Grievance Redressal & Contact Info

In accordance with Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011; Rule 3(2)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; the Consumer Protection (E-Commerce) Rules, 2020; and the Digital Personal Data Protection Act, 2023, Hide Lifestyle has established the following comprehensive grievance redressal framework.

• Designation: Grievance Officer Hide Lifestyle
• Email: info@hidelifestyle.in
• Postal Address: Grievance Officer, Hide Lifestyle, A-113, 114 SAKAR-7 Nehrubridge Corner beside Reform Club above Sun Point Ashram Road Ahmedabad, Gujarat - 380007
• Business Hours: Monday to Saturday, 10:00 AM – 6:30 PM IST (excluding national and state public holidays)
• Acknowledgement SLA: Within 24 hours of receipt of grievance (on business days)
• Resolution SLA: Within 30 (thirty) calendar days of acknowledgement, as required by applicable law

The Grievance Redressal mechanism covers all of the following categories of complaints:

• Order and Fulfillment: Incorrect product delivered, missing items, delayed dispatch, order confirmation not received
• Delivery and Shipping: Delayed delivery beyond estimated timeline, lost or missing shipment, damaged packaging upon receipt
• Product Quality: Manufacturing defects, premature hardware failure, stitching issues
• Returns and Refunds: Delay in processing return/exchange, refund not received within stated timeline, return request unfairly rejected
• Payments: Incorrect charge, duplicate transaction, payment deducted but order not placed, refund discrepancy
• Privacy and Data: Unauthorized use of personal data, suspected data breach, requests to access/correct/delete personal data, withdrawal of marketing consent
• Website and Account: Account access issues, unauthorized account activity, website error affecting order placement
• Corporate Orders: Production delays, quality disputes, customization deviating from approved proof, billing discrepancies
• Customer Service: Unsatisfactory support interaction, delayed response, incorrect information provided by our team
• Intellectual Property: Reporting potential infringement of your intellectual property by content on our Website

• Prepare Your Grievance: Compile the following information before filing: (a) your full name and registered email address; (b) order number(s) or reference number(s) relevant to the complaint; (c) a clear, specific description of the grievance; (d) the desired resolution you are seeking; and (e) supporting documents or photographs (if applicable).
• Submit Your Grievance: Send your grievance via email to info@hidelifestyle.in. For urgent matters, you may also raise the issue via WhatsApp (+91 98258 81666) and request escalation to the Grievance Officer.
• Acknowledgement: You will receive a written acknowledgement of your grievance, including a grievance reference number, within 24 business hours.
• Investigation: Our Grievance Officer will investigate the matter, which may involve requesting additional information, reviewing order records, communicating with logistics partners, or consulting our quality team.
• Resolution: We will provide a written resolution within 30 calendar days of acknowledgement. For complex matters requiring third-party investigation (e.g., courier loss claims), we will provide interim updates every 7 days.
• Unsatisfied Resolution: If you are not satisfied with our resolution, you may escalate to the external forums listed in Section H.4.

If you are a consumer (purchasing for personal use) and are not satisfied with our grievance resolution, you have the right to approach:

• National Consumer Helpline (NCH): Toll-free helpline for consumer complaints. Phone: 1800-11-4000 or 14404. Website: consumerhelpline.gov.in
• Online Consumer Complaint Portal (eDaakhil): File complaints online against e-commerce companies. Website: edaakhil.nic.in
• District Consumer Disputes Redressal Commission (DCDRC): For claims up to INR 50 Lakhs. Approach the DCDRC in the district of your residence or where the purchase was made.
• State Consumer Disputes Redressal Commission (SCDRC): For claims between INR 50 Lakhs and INR 2 Crores. Approach the SCDRC of the state of your residence.
• National Consumer Disputes Redressal Commission (NCDRC): For claims above INR 2 Crores. Website: ncdrc.nic.in
• Cyber Crime Helpline: For payment fraud, phishing, or cybercrime related to your transaction. Phone: 1930. Portal: cybercrime.gov.in
• RBI Banking Ombudsman: For payment or banking-related grievances involving your bank. Website: rbi.org.in/commonman/English/scripts/Ombudsman.aspx

This complete legal policy document has been drafted with reference to the following applicable Indian laws, regulations, and government guidelines:

• The Information Technology Act, 2000 and its Amendments
• The IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
• The IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• The Digital Personal Data Protection Act, 2023 (DPDPA) to the extent notified and in force
• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• The Indian Contract Act, 1872
• The Sale of Goods Act, 1930
• The Goods and Services Tax Act, 2017 (Central GST, Integrated GST, State GST)
• The Arbitration and Conciliation Act, 1996
• The Trade Marks Act, 1999
• The Copyright Act, 1957 and its Amendments
• The Designs Act, 2000
• The Legal Metrology Act, 2009
• The Prevention of Money Laundering Act, 2002 (PMLA) to the extent applicable
• Reserve Bank of India (RBI) Guidelines on Payment Aggregators and Payment Gateways