Grievance Redressal Policy
Last updated: October 2026 · Version 2.0
MATILEO ENTERPRISES PRIVATE LIMITED is committed to resolving customer grievances fairly, transparently, and promptly, in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019.
1. Grievance Officer
We have designated a Grievance Officer to handle customer grievances as required under Rule 6 of the Consumer Protection (E-Commerce) Rules, 2020. You may contact the Grievance Officer using the details below: Name: Grievance Officer, MATILEO ENTERPRISES PRIVATE LIMITED; Email: Pvtltd9631@yahoo.com; Address: Shop at 12 & 13, KH No. 7/15 & 10/11, Kotla Vihar Phase-II, Nangloi, New Delhi, Delhi, India, 110041 GSTIN: 07AAUCM1273C1ZF.
2. How to Raise a Grievance
You may raise a grievance related to your order, delivery, payment, product quality, return, refund, or any other aspect of your experience with MATILEO through any of the following channels: (a) the Contact page on the Website; (b) email to Pvtltd9631@yahoo.com; (c) post to our registered address. Please include your order number, a clear description of the issue, and any supporting documents or photos.
3. Acknowledgement & Resolution Timelines
We aim to acknowledge every grievance within 48 hours of receipt. We will make every effort to resolve your grievance within the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020, which generally require resolution within 15 days of receipt for e-commerce grievances. Complex cases involving third parties (couriers, payment gateways) may take longer, and we will keep you informed of the status.
4. Escalation
If your grievance is not resolved to your satisfaction, or if no response is received within the prescribed timelines, you may escalate it to: (a) the Consumer Grievances Redressal Forum under the Consumer Protection Act, 2019; (b) the National Consumer Helpline (1917 or consumerhelpline.gov.in); (c) the appropriate regulatory authority. Filing a grievance with us does not prejudice your statutory rights as a consumer.
5. Privacy of Grievance Submissions
Information you submit as part of a grievance is handled in accordance with our Privacy Policy. It is used only to investigate and resolve your grievance and is shared with third parties (such as couriers or payment gateways) only to the extent necessary for resolution.
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MATILEO ENTERPRISES PRIVATE LIMITED · GSTIN: 07AAUCM1273C1ZF · Shop at 12 & 13, KH No. 7/15 & 10/11, Kotla Vihar Phase-II, Nangloi, New Delhi, Delhi, India, 110041 · Pvtltd9631@yahoo.com