1. Particulars of the Company
1.1. The Platform www.mithilahosieries.in is owned and operated by:
Mithila Hosieries
46.A(6) Kumaran Colony Extension
Rakkiyapalayam Road, Ammapalayam
Tiruppur, Tamil Nadu 641652
India
1.2. Goods and Services Tax Identification Number: 33AMXPM5554C1ZT.
1.3. The address stated in Clause 1.1 constitutes the principal place of business and registered address of the Company, and is also the address to which approved returns are to be consigned. The location may be viewed at Google Maps.
1.4. Goods shall not be returned to the address in Clause 1.1 without prior communication with the Company in accordance with the Refund, Return and Cancellation Policy. Consignments received without prior intimation cannot be attributed to an order and cannot be refunded.
2. Customer Support
2.1. The Company may be contacted through the following channels:
| Channel | Particulars | Response time |
|---|---|---|
| Electronic mail | mithilahosieries@gmail.com | Within two Business Days |
| +91 88073 64519 | Ordinarily on the same Business Day, within Monday to Saturday, 9:30 a.m. to 6:30 p.m. Indian Standard Time |
2.2. "Business Day" means any day from Monday to Saturday, excluding public holidays notified in the State of Tamil Nadu.
2.3. Every communication should quote the order number, which is stated in the order confirmation transmitted to the Customer.
3. Subject Matter of Communications
3.1. For convenience, the appropriate course in respect of commonly arising matters is set out below:
| Subject matter | Course to be adopted |
|---|---|
| Tracking of a consignment | Use the tracking link transmitted upon dispatch, or communicate with the Company quoting the order number |
| Cancellation of an order | Communicate with the Company without delay. Cancellation is without charge until dispatch. See Clause 6 of the Refund, Return and Cancellation Policy |
| Damaged, defective, incorrect or missing goods | Communicate with the Company within seven days of delivery, furnishing photographs of the goods and of the shipping label. See Clause 5 of the Refund, Return and Cancellation Policy |
| Exchange for an alternative size | Permissible only where the sealed pack remains unopened. See Clause 4 of the Refund, Return and Cancellation Policy |
| Determination of size | Consult the size guide published on the Platform, and communicate with the Company if any doubt remains |
| Wholesale and bulk supply | Use the trade enquiry facility. Retail support is not authorised to quote trade rates |
| Personal data and privacy | Communicate with the Company in writing. See Clause 11 of the Privacy Policy |
4. Grievance Officer
4.1. In accordance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and Section 13 of the Digital Personal Data Protection Act, 2023, the particulars of the Grievance Officer appointed by the Company are as follows:
Name: Sandeep
Designation: Grievance Officer, Mithila Hosieries
Email: mithilahosieries@gmail.com
WhatsApp: +91 88073 64519
Address: 46.A(6) Kumaran Colony Extension, Rakkiyapalayam Road, Ammapalayam, Tiruppur, Tamil Nadu 641652, India
Hours of attendance: Monday to Saturday, 9:30 a.m. to 6:30 p.m. Indian Standard Time
4.2. The Grievance Officer may be addressed where a grievance has not been resolved through the customer support channels specified in Clause 2, or where a User seeks to report content published on the Platform that such User considers unlawful or infringing of the rights of such User.
4.3. Every grievance shall be acknowledged within forty eight hours of receipt and disposed of within one month of receipt, as required by Rule 4(6) of the Consumer Protection (E-Commerce) Rules, 2020.
4.4. Users are requested to address the customer support channels in the first instance, the majority of matters being capable of resolution without escalation.
5. Statutory Redressal
5.1. A User who remains aggrieved following the disposal of a grievance under Clause 4 may approach the National Consumer Helpline at 1915 or at consumerhelpline.gov.in, or may pursue any other remedy available under the Consumer Protection Act, 2019.
5.2. A User who remains aggrieved in respect of the processing of personal data may make a complaint to the Data Protection Board of India in the manner prescribed under the Digital Personal Data Protection Act, 2023.
6. Official Channels
6.1. The Company maintains the following official channels. No other account or page purporting to represent the Company is authorised by it.