Fair resolution,
every time.

This Grievance Redressal Mechanism explains how PixerPrint receives, acknowledges, investigates, and resolves complaints from customers, business buyers, and other stakeholders. Last updated: July 2026. PixerPrint is committed to fair, transparent, and timely grievance redressal in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Digital Personal Data Protection Act, 2023 ("DPDP Act"), and the Information Technology Act, 2000 including intermediary and grievance-related obligations applicable to e-commerce platforms operating in India. This mechanism applies to complaints about orders, products, services, payments, privacy, content moderation, and platform conduct.

Legal framework

Under the Consumer Protection (E-Commerce) Rules, 2020, every e-commerce entity must establish a grievance redressal mechanism and appoint a grievance officer. The officer must acknowledge complaints within forty-eight (48) hours and endeavour to resolve them within one month from receipt. The DPDP Act requires data fiduciaries to implement grievance redressal for personal data processing concerns. The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require intermediaries to publish grievance officer contact details and act on certain complaints within prescribed timelines. PixerPrint complies with these requirements through this published mechanism, our Grievance Officer appointment, and integration with related policies including Privacy Policy, Returns Policy, Cancellation Policy, and Acceptable Use Policy.

Grievance Officer

PixerPrint has appointed a Grievance Officer responsible for coordinating complaint intake, escalation, and resolution across departments including customer support, operations, finance, and legal compliance.

• Designation: Grievance Officer, PixerPrint
• Email: hello@pixerprint.com (subject line: "Grievance" or "Grievance — [Order Number]")
• Response hours: Monday to Saturday, 10:00 AM to 6:00 PM IST, excluding public holidays
• Registered office: As stated on our website and tax invoices

The Grievance Officer does not replace first-line customer support for routine order queries — support tickets and chat remain the fastest route for tracking, artwork, and standard delivery questions. Escalate to the Grievance Officer when you are dissatisfied with support outcomes, believe your statutory rights are affected, or wish to file a formal complaint under this mechanism.

Scope of grievances covered

This mechanism handles grievances relating to PixerPrint's e-commerce platform and custom print services, including but not limited to the following categories.

• Order and production issues: defects, wrong specifications, missed proofs, production delays attributable to PixerPrint.
• Delivery and logistics: non-delivery, excessive delay after dispatch, transit damage not resolved through standard claims.
• Cancellation and refunds: disputed cancellation decisions, delayed or incorrect refunds, credit note issues.
• Billing and GST: incorrect invoices, GSTIN errors, tax documentation disputes.
• Payments: unauthorised charges, duplicate debits, payment failures after deduction, chargeback disputes.
• Privacy and data protection: unauthorised data use, access or correction requests, consent withdrawal, data breach concerns.
• Content moderation: wrongful order refusal, account suspension, intellectual property takedown disputes.
• Platform conduct: misleading product information, unfair trade practices, discriminatory treatment, harassment by staff.
• Corporate and B2B accounts: PO disputes, credit terms, volume programme service failures.

Grievances outside our control — such as courier delays after handover without damage, or print results arising from customer-approved artwork — are addressed under applicable policies but may have limited remedies. We explain outcomes clearly even when complaints are not upheld.

How to file a grievance

To file a formal grievance, email hello@pixerprint.com with the subject line "Grievance" followed by your order number if applicable. Include your full name, registered email, mobile number, order number (if any), date of incident, detailed description of the issue, steps already taken with support, and supporting evidence such as photographs, proof approvals, invoices, payment receipts, or correspondence. Incomplete grievances may be returned with a request for additional information; the resolution timeline begins when we receive sufficient detail to investigate. You may also escalate an existing support ticket by replying with "Escalate to Grievance Officer" and the ticket reference. Grievances submitted through social media public posts are not treated as formal filings until received through official channels, though we may direct you to this process.

Acknowledgement timeline

We acknowledge receipt of formal grievances within forty-eight (48) hours of submission during business days. Acknowledgement includes a grievance reference number, summary of your complaint, and expected next steps. If your grievance is received on a holiday or outside business hours, the 48-hour period begins on the next business day. Routine support enquiries that are not escalated as formal grievances follow standard support response times and are not assigned grievance reference numbers.

Resolution timeline

We endeavour to resolve grievances within thirty (30) days from receipt of complete information. Simple cases — such as refund status updates or invoice corrections — may resolve within three to five business days. Complex cases involving production investigation, courier claims, payment gateway reconciliation, or legal review may require the full thirty-day period. We communicate interim updates if investigation extends beyond fourteen (14) days. If resolution requires action from third parties such as courier partners or payment processors, timelines may extend beyond thirty days; we keep you informed and pursue third parties diligently. Unresolved grievances at expiry of thirty days are closed with a reasoned response and information about further remedies available to you.

Investigation process

Upon receiving a grievance, the Grievance Officer assigns it to an investigator with relevant expertise. Investigators review order records, proof approval logs, production timestamps, dispatch manifests, courier tracking, payment records, and support correspondence. You may be contacted for clarification, additional photographs, or return of sample products for inspection. We treat grievance data confidentially and use it only for resolution and compliance record-keeping. Employees involved in the complaint are informed on a need-to-know basis. Findings are documented internally. Outcomes include upholding the complaint with remedy, partial remedy, or reasoned rejection with explanation of applicable policy or law.

Remedies available

Where a grievance is upheld or partially upheld, remedies may include reprint of defective goods, full or partial refund, credit note, invoice correction, expedited redispatch, account credit, apology and process correction, reinstatement of suspended accounts where appropriate, or other fair compensation proportionate to the harm caused. Remedies align with our Returns Policy, Cancellation Policy, and Terms of Service unless mandatory consumer law requires more favourable treatment. Repeated systemic issues identified through grievances trigger internal quality reviews and process improvements.

Privacy-related grievances

Grievances concerning personal data processing — including access, correction, erasure, consent withdrawal, and unauthorised disclosure — are handled under our Privacy Policy and the DPDP Act. Submit privacy grievances with subject "Privacy Grievance". The Grievance Officer coordinates with our data protection processes to verify identity, locate records, and implement lawful requests within applicable timelines. Data principal rights requests that are not complaints may be processed through the same contact channel. If you are unsatisfied with our response to a privacy grievance, you may refer to the Data Protection Board of India or other remedies as provided under law when such mechanisms become operational and applicable.

Intellectual property grievances

Rights holders alleging copyright or trademark infringement should use the notice procedures in our Acceptable Use Policy with subject "IP Complaint". Customers whose orders were suspended or content removed may submit counter-notices with licence documentation. The Grievance Officer oversees IP dispute workflow to ensure timely review within intermediary rule timelines where applicable. Bad-faith or fraudulent IP complaints may be rejected and referred for appropriate action.

Consumer Protection Act remedies

Nothing in this mechanism limits your rights under the Consumer Protection Act, 2019. Consumers may approach the National Consumer Helpline (1915 or 1800-11-4000), file complaints through the National Consumer Helpline portal, or approach the appropriate District, State, or National Consumer Disputes Redressal Commission based on pecuniary jurisdiction. E-commerce complaints may also be filed against the platform where applicable. We cooperate with consumer commission proceedings by providing order documentation when lawfully required. Voluntary use of our grievance mechanism does not preclude parallel pursuit of statutory remedies.

B2B and corporate grievances

Corporate account holders with signed service agreements should reference contract escalation clauses alongside this mechanism. Standard B2B orders without bespoke contracts follow this grievance process equally. Authorised account contacts must file grievances on behalf of their organisation. PO disputes, credit term disagreements, and volume programme failures are investigated with account management involvement. GST and invoicing grievances for registered businesses are prioritised near month-end filing deadlines when flagged accordingly.

Malicious or abusive complaints

We do not tolerate abusive language, threats against staff, or fraudulent grievances intended to obtain refunds for conforming orders. Such conduct may result in grievance closure without merit review and account restrictions. Legitimate firm complaints expressed professionally receive full investigation regardless of tone. We distinguish between passionate customers with genuine problems and bad-faith abuse of redressal systems.

Record keeping

PixerPrint maintains records of formal grievances, acknowledgements, investigation notes, outcomes, and remedies for a minimum period required for legal compliance and quality assurance, typically three years unless longer retention is required for litigation or regulatory inquiry. Grievance records may include personal data; they are processed per our Privacy Policy with restricted internal access. Aggregated grievance statistics inform service improvements without identifying individual complainants in internal reports.

Escalation within PixerPrint

If you are dissatisfied with the Grievance Officer's final decision, you may request senior management review within fourteen (14) days of the decision by replying to the grievance closure email with "Management Review Request" and new evidence if available. Management review is discretionary for complaints already resolved in accordance with published policies and law; it is appropriate where procedural errors, new evidence, or exceptional circumstances warrant reconsideration. Management decisions are final within PixerPrint's internal process before external remedies.

Language and accessibility

Grievances may be submitted in English or Hindi. We respond in the language of submission where practicable, otherwise in English. Customers requiring assistance filing grievances due to disability or language barriers may request support through hello@pixerprint.com; we endeavour to provide reasonable assistance without discrimination.

Grievance categories and typical outcomes

The following table summarises common grievance types and typical resolution pathways. Actual outcomes depend on facts and applicable policies.

• Production defect after delivery: investigation within 5 business days; reprint or refund per Returns Policy if validated.
• Non-delivery with "delivered" status: courier POD investigation within 7–14 days; reprint or refund if courier confirms failure.
• Refund not received after approval: payment gateway reconciliation within 3–7 business days; escalation to finance if delayed.
• Wrong GSTIN on invoice: credit note and reissue within 5 business days if reported within statutory window.
• Account suspension for AUP: review within 7 business days; reinstatement or final denial with reasons.
• Privacy access request: identity verification and response within timelines under Privacy Policy and DPDP Act.
• Misleading product description: correction, credit, or refund depending on materiality and order stage.

We track resolution rates and average handling times internally to improve service quality. Published timelines are targets, not guarantees, except where mandatory law prescribes specific periods.

Cooperation with regulators

PixerPrint cooperates with the Department of Consumer Affairs, sector regulators, tax authorities, and data protection bodies when lawfully required. Regulatory inquiries relating to your order may require us to share order and communication records. We notify customers of disclosures where permitted. Regulatory findings may result in policy updates communicated through this page.

Public interest and media enquiries

Journalists and researchers seeking comment on grievance trends should contact hello@pixerprint.com with "Media Enquiry". We do not disclose individual complainant identities without consent or legal compulsion. Aggregate service quality statistics may be shared at our discretion. Social media complaints do not receive preferential treatment over email grievances filed through official channels.

Integration with other policies

This Grievance Redressal Mechanism supplements and does not replace our Terms of Service, Privacy Policy, Returns Policy, Cancellation Policy, Shipping Policy, Payment Policy, GST and Invoicing Policy, Cookie Policy, and Acceptable Use Policy. Policy-specific procedures apply first; grievance escalation addresses disputes about how those policies were applied or failures to follow them.

Updates

We may update this mechanism to reflect legal changes, regulatory guidance, or operational improvements. Material updates are published on this page with a revised last updated date. The Grievance Officer contact details on this page are kept current. Continued use of PixerPrint after updates constitutes notice of the revised mechanism.

Contact summary

Formal grievances: hello@pixerprint.com | Subject: "Grievance" or "Privacy Grievance" | Include order number and evidence. Acknowledgement within 48 business hours. Target resolution within 30 days. For urgent safety or illegal content reports, mark subject "Urgent Grievance" and we prioritise accordingly.

Commitment to fair dealing

PixerPrint treats every formal grievance seriously regardless of order value or account type. Small orders receive the same investigative standards as large corporate accounts. We learn from complaints to improve proof workflows, packaging, courier selection, and support training. Our goal is not merely regulatory compliance but genuine customer trust — when something goes wrong, we aim to make it right promptly, politely, transparently, and in accordance with the law.