Grievance Redressal

InkPop Store maintains this Grievance Redressal Mechanism (also referred to as our Grievance Cell) in accordance with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, so that every customer has a clear, direct way to raise and resolve a complaint about an order, a product, or our conduct as an e-commerce entity.

1. Our Commitment

We aim to acknowledge every complaint promptly and resolve it fairly, without you needing to escalate outside InkPop first. This page exists so that our Grievance Officer's identity, contact details, and our committed response timelines are always publicly available, as required by law.

2. Grievance Officer

3. How to File a Complaint

You can raise a complaint with our Grievance Officer through any of the following:

• Email at contact@inkpopstore.in, with your order number (if applicable) and a description of the issue.
• WhatsApp or phone at +91 99208 42988.
• In person at our Hiranandani Estate store.

Please include your order number, the nature of the issue, and any supporting evidence (photos, screenshots, etc.) so we can look into it as quickly as possible. We will assign your complaint a reference and share it with you so you can follow up on its status.

4. Response Timelines

In line with the Consumer Protection (E-Commerce) Rules, 2020, we commit to:

• Acknowledging your complaint within 48 hours of receipt.
• Resolving your complaint within one month of receipt, except where resolution genuinely requires longer (for example, a courier investigation into a lost shipment), in which case we will explain the delay and give you a revised timeline.

5. If You Are Not Satisfied

If you are not satisfied with how we have handled your complaint, or have not heard back within the timelines above, you may escalate it to the Government of India's National Consumer Helpline (NCH), a free pre-litigation mediation service:

• Toll-free: 1800-11-4000 or short code 1915 (also available via SMS to 8800001915)
• Online: consumerhelpline.gov.in (the INGRAM portal)
• UMANG app or the NCH mobile app

If a complaint remains unresolved through the National Consumer Helpline, you may file a formal case with the appropriate Consumer Disputes Redressal Commission through the government's e-Jagriti portal, or before the Commission having jurisdiction over Thane, Maharashtra, or your own place of residence, as permitted by law.

6. Regulatory Reference

This mechanism is maintained under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000 and rules made thereunder. It does not limit or replace any other right or remedy available to you under Indian law, including your right to approach a Consumer Disputes Redressal Commission directly at any time.

See also our Terms & Conditions, Privacy Policy, and Exchange Policy.