Grievance Redressal

In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Section 5 of the Consumer Protection (E-Commerce) Rules, 2020, and Section 8 of the Digital Personal Data Protection Act, 2023, Nuwall Wallpapers Pvt. Ltd. ("Piwall") has appointed a Grievance Officer. If you have any complaint or concern relating to our products, services, content, or personal data practices, you may contact our Grievance Officer using the details below.

Grievance Officer

How to file a grievance

1. Send an email to grievance@piwall.in from your registered email address, or write to the postal address above.
2. Include the following in your complaint:

• Your full name and registered phone number / business name
• A clear description of the grievance, including relevant order IDs, invoice numbers, or account references
• The resolution you are seeking (replacement, refund, correction, deletion, etc.)
• Copies of supporting documents, photographs, or screenshots where applicable

Timelines

• We will acknowledge your grievance within 48 hours of receipt.
• We will resolve your grievance within 15 days of receipt, in line with the IT Rules 2021 and DPDP Act 2023.
• For grievances concerning the takedown of unlawful content, we will endeavour to act within 36 hours as required by the IT Rules.

Escalation

If you are not satisfied with our resolution, you may escalate in the following ways:

• Data Protection Board of India — for any concern relating to your personal data, once constituted under the DPDP Act, 2023.
• National Consumer Helpline — consumerhelpline.gov.in (toll-free 1915) for consumer-protection complaints.
• National Cybercrime Reporting Portal — cybercrime.gov.in for incidents involving fraud or unauthorised access.
• Any court of competent jurisdiction at Coimbatore, Tamil Nadu, India, in accordance with our Terms & Conditions.