This Policy applies to grievances raised by Buyers in relation to their use of the LX INDIA Platform, including but not limited to issues relating to product listings, orders, payments, deliveries, returns, refunds, replacements, cancellations, customer support, platform services, or any other matter connected with transactions facilitated through the Platform.

This Policy shall be read together with the Buyer Terms and Conditions, Return and Refund Policy, Shipping and Fulfilment Policy, Privacy Policy, Dispute Resolution Policy, and all other applicable policies published by LX INDIA.

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, LX INDIA has appointed a Grievance Officer for addressing Buyer grievances received through the Platform.

Office Address: 2nd Floor, 523/3, Keli Arcade, Near KSRTC Bus Stand, Mavelikara, Alappuzha, Kerala – 690101, India.

Any Buyer who has a grievance relating to the LX INDIA Platform or any transaction facilitated through the Platform may submit the grievance to the Grievance Officer using the contact details provided above or through any grievance mechanism made available on the Platform.

The Buyer should provide complete and accurate information, including order details, transaction reference, a description of the grievance, and any supporting documents or evidence, including photographs, videos, invoices, screenshots, or other relevant materials, that may assist in the review of the grievance. LX INDIA may request additional information or documentation wherever reasonably necessary for the purpose of investigating and resolving the grievance.

Upon receipt of a grievance, LX INDIA shall acknowledge the grievance within the timelines prescribed under applicable law.

The Grievance Officer shall review the grievance based on available platform records, communications, transaction details, and supporting information provided by the Buyer. Where considered necessary, LX INDIA may seek clarification or additional information from the Buyer, the concerned Seller, logistics service provider, payment service provider, or any other relevant

 

After completing its review, LX INDIA shall communicate the outcome of the grievance to the Buyer and, where appropriate, take such action as may be necessary in accordance with applicable laws and the Platform's policies.

 

LX INDIA shall acknowledge every grievance within forty-eight (48) hours from the date of its receipt and shall endeavour to resolve the grievance within one (1) month from the date of receipt.

 

Where additional time is reasonably required due to the complexity of the grievance, pending investigation, regulatory requirements, or circumstances beyond the reasonable control of LX INDIA, the Buyer shall be informed of the status and expected timeline for resolution.

 

LX INDIA operates as an online marketplace that facilitates transactions between independent Buyers and Sellers. Unless expressly stated otherwise, LX INDIA does not manufacture, own, stock, store, inspect, repair, or sell the products listed on the Platform.

 

Accordingly, the responsibility for the quality, safety, legality, authenticity, pricing, product descriptions, regulatory compliance, warranties, and fulfilment of products rests solely with the respective Seller.

While addressing Buyer grievances, LX INDIA's role is limited to reviewing available platform records, facilitating communication between the Buyer and the Seller, enforcing Platform policies where applicable, coordinating with logistics or payment service providers when required, and taking appropriate administrative action in accordance with applicable law. Nothing contained in

this Policy shall be construed as making LX INDIA responsible for the acts, omissions, products, services, or representations of any Seller or third party except to the extent required under applicable law.

If a Buyer is dissatisfied with the resolution provided or if the grievance cannot be resolved through the grievance redressal process, the Buyer may pursue any remedy available under applicable law, including approaching the appropriate Consumer Commission, statutory authority, tribunal, or court having jurisdiction.

 

Nothing contained in this Policy shall limit or prejudice any statutory rights available to Buyersunder applicable law.

LX INDIA reserves the right to amend, modify, or update this Policy at any time to reflect changes in applicable laws, regulatory requirements, business operations, or Platform policies. Any amendment shall become effective upon its publication on the LX INDIA Platform unless otherwise specified.