Grievance Officer

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Fabrics Desire has designated a Grievance Officer to address concerns raised by our customers and website visitors.

How to Reach Us

What You Can Reach Out About

You may contact our Grievance Officer for the following types of concerns:

• Disputes or complaints related to your orders, refunds, returns, or shipping
• Concerns regarding misleading product descriptions or unfair trade practices
• Issues related to your personal data, privacy, or consent (under the DPDP Act, 2023)
• Reports of content on our website that you believe is infringing, unlawful, or objectionable
• Any other complaint that has not been resolved through our standard customer support channel

How to Lodge a Grievance

1. Send an email to grievance@fabricsdesire.store with the subject line "Grievance — [Your Order Number]" or "Grievance — [Topic]".
2. Include the following details in your message:
   • Your full name, registered email, and phone number
   • Order number (if applicable)
   • Detailed description of your concern
   • Supporting documents or photographs (if any)
   • The resolution you are seeking
3. You may also choose to reach the Grievance Officer by phone during business hours.

Response Timelines

• The Grievance Officer will acknowledge your complaint within 48 hours of receipt.
• We will endeavour to resolve your grievance within 15 calendar days from the date of acknowledgement, in line with applicable Indian regulations.
• If additional time is required (for example, due to verification with courier partners or payment gateway), we will keep you informed about the status of your complaint.

Before You Contact the Grievance Officer

Most issues can be resolved quickly through our standard customer support channel. We encourage you to first write to contact@fabricsdesire.store or use our Contact page. If your concern is not resolved within a reasonable time or if you are not satisfied with the response, please escalate it to the Grievance Officer using the details above.

Regulatory Framework

The designation of a Grievance Officer is in accordance with:

• Section 5 of the Consumer Protection (E-Commerce) Rules, 2020
• Rule 3(11) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• The Digital Personal Data Protection Act, 2023

Further Escalation

If you remain dissatisfied with the resolution provided by our Grievance Officer, you may approach the following:

• National Consumer Helpline: 1915 / consumerhelpline.gov.in
• Consumer Forum / District Consumer Disputes Redressal Commission having jurisdiction over your location