Consumer Protection Act, 2019 & E-Commerce Rules, 2020 Compliance

Grievance Redressal Mechanism

Last Updated: January 15, 2026 • Official Legal & Escalation Channel

Statutory Grievance Officer Details

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and Rule 5(9) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the name and contact details of our designated Grievance Officer are published below:

Grievance & Compliance Officer

Mr. Nodal Officer (Compliance Head)

FITTROCK ERGONOMICS LLP

grievance@fittrock.com

+91 80878 27905 (Ext. Grievance Desk)

Registered Entity & Physical Office

FITTROCK ERGONOMICS LLP

Office no 610, 6th floor, Park Plaza, Porwal Rd, Lohegaon, Pune, Maharashtra 411047, India

Working Hours: Monday – Saturday, 10:00 AM to 6:30 PM IST (Excluding Gazetted Holidays)

Three-Tier Escalation Matrix

Level 1: Frontline Customer Support

TAT: 2–6 Hours

For regular queries regarding order tracking, assembly video guides, tabletop finish choices, or invoices, contact our WhatsApp desk at +91 86055 91550 or email contact@fittrock.com.

Level 2: Grievance Officer Escalation

Acknowledgment: <48 Hours

If your issue is unresolved within 48 hours or you are dissatisfied with the Level 1 resolution, email grievance@fittrock.com with your Order ID and communication history.

Level 3: Final Resolution

Max Resolution: <30 Days

Under the Consumer Protection Rules, our Grievance Officer will issue an official acknowledgment ticket within 48 hours and provide a final reasoned resolution within 30 calendar days.

National Consumer Helpline (NCH) Redressal

Customers can also file consumer complaints through the Government of India's National Consumer Helpline (NCH) portal at consumerhelpline.gov.in or by dialing toll-free 1915.