Grievance Redressal

If something has gone wrong — with a payment, with access to what you bought, with your information, or with how you were treated — we would rather hear about it and fix it. This page sets out how to raise it and what to expect.

1. Where to send a complaint

LIME SHADES is a sole proprietorship. Complaints are handled by the proprietor, so your complaint reaches the person who can actually decide it rather than a queue.

2. What to include

Email is the fastest route. To let us deal with it on the first reply rather than the third, please include:

• Your name, and the email address or mobile number on the account
• Which platform it concerns — BUILD BY SS or CC BY SS
• The order or payment reference, and the date and amount, if it is about a payment
• What happened, in your own words, and what you would like us to do about it
• Screenshots or the exact error message, if there was one

You can write in English or Hindi.

3. What we do with it

• Acknowledgement. We aim to acknowledge every complaint within 48 hours of receiving it, so you know it has reached a person.
• Investigation. We look at the account, the payment record and the logs relevant to what you have described, and come back to you if we need anything more.
• Resolution. We aim to resolve complaints within 30 days of receipt. If something will take longer than that, we will tell you why and give you a revised date rather than going quiet.
• Outcome. You get our decision in writing, with the reason for it. If we got something wrong, we say so and put it right.

4. If you are not satisfied with the outcome

Reply to the same email and say plainly that you want the decision reconsidered, and why. A reconsideration is looked at afresh rather than being a repeat of the first answer.

5. Escalating outside LIME SHADES

If we cannot resolve it between us, you keep every right you have under Indian law. As a consumer you may approach the National Consumer Helpline, or file a complaint with the appropriate consumer commission under the Consumer Protection Act, 2019. Nothing on this page limits that, or requires you to exhaust our process first.

Where the complaint concerns a payment that was processed by our gateway, you may also raise it with Razorpay or with your own bank or payment provider.

6. Related policies

Payments, Refunds & Cancellation for payment and refund questions, Privacy Policy for questions about your information, and Terms of Use for the terms your use of the service is subject to.

Last updated: 6 September 2026