Grievance Redressal & Consumer Protection Policy

1. Statutory Compliance & Framework

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 framed under the Information Technology Act, 2000, and Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020, MobileSkins has established a dedicated Grievance Redressal Mechanism to ensure expeditious resolution of consumer issues.

2. Designated Grievance Officer Contact Details

Consumers or users having grievances regarding their orders, data privacy, terms enforcement, or catalog listings may contact our designated Grievance Officer:

3. Grievance Escalation Matrix & Resolution Timelines

To ensure swift and structured dispute handling, please observe our 3-tier escalation ladder:

• Level 1 — General Support Desk: Contact support@mobileskins.com or WhatsApp +91-98765-43210. Resolution SLA: Within 24 business hours.
• Level 2 — Grievance Officer: If your issue remains unresolved after 48 hours at Level 1, email grievance@mobileskins.com with your Level 1 Ticket/Order ID. Acknowledgment SLA: Within 48 hours; Final Resolution SLA: Within 30 calendar days.
• Level 3 — National Consumer Helpline (NCH): Consumers also have the right to register complaints through the Department of Consumer Affairs National Consumer Helpline portal (consumerhelpline.gov.in) or call 1915.