Return, Refund, Cancellation & Warranty Policy

(Last update : 12/01/2026)

At LX INDIA, your satisfaction is our top priority. This policy explains how returns, replacements, cancellations, refunds, and warranty-related requests are handled for orders placed on the LX INDIA platform ("Platform”). It applies to all purchases made through the Platform and should be read along with our Terms of Use.

By placing an order on LX INDIA, you agree to this policy, including any updates made from time to time. We understand that sometimes a product may not meet your expectations, and we strive to make every return, refund, and cancellation experience smooth, transparent, and fair for both buyers and sellers. Our policies are designed to protect your interests while maintaining trust across our marketplace.

1. Return Policy

You may request a return within 7 days of delivery if the product you receive is damaged, defective, incorrect, incomplete, or materially different from what was described. To be eligible for return, the product must be unused and in its original condition, along with the original packaging, tags, manuals, warranty cards, and accessories. Items showing signs of use, physical damage, or tampering may not qualify for return

When submitting a return request, the customer may be asked to share accurate details for the return along with any required supporting details or images. LX INDIA will review and verify the request, and upon approval, the seller will schedule a pickup of the product from your address through an authorized courier partner.

When the returned item reaches the seller, it will undergo a quick verification check to confirm that:

• the product matches the one originally shipped;

• no additional damage or usage occurred while the product was in the buyer’s possession, except where the return is due to damage present at the time of delivery; and

• all original packaging and accessories are intact, unless otherwise reported and approved at the time of return request.

If visible damage or discrepancy is noticed upon receipt, the product may not be opened and the condition shall be documented as part of the verification process.

In the event a product is returned due to damage, defect, incorrect delivery, or any other reason attributable to the seller or the logistics service provider, the customer shall first be offered the option of a replacement, subject to availability. If a replacement is not available or is declined by the customer, a full refund of the amount paid, including applicable taxes, shall be processed to the original mode of payment in accordance with the platform’s return and refund policy.

If you request a return due to a change of preference personal change of preference, and such return is not occasioned by any defect, damage, misrepresentation, or error attributable to the seller or LX INDIA, the refund, if approved in accordance with this return policy, shall be processed after deducting reasonable and actual costs incurred, including:
(a) return or re-shipment charges, as applicable; and
(b) payment gateway charges at the rate of 2.5% of the transaction value, retained by LX INDIA towards payment processing costs.
The customer expressly acknowledges and agrees that such deductions reflect actual and reasonable costs incurred and are intended only to recover processing and handling expenses shall not be construed as a penalty

If the product passes verification, a replacement of the same item will be arranged. In case a replacement isn’t available, a refund will be processed to your original payment method within a reasonable period, in accordance with applicable laws, regulatory requirements, and platform policies.

Some products are not eligible for return due to their nature. such as personalized or custom-made products, perishable goods, consumables (e.g., candles, wall stickers), innerwear, socks, swimsuits, grooming or oral care devices, and musical wind instruments, are non-returnable for hygiene and safety reasons. These exceptions are clearly mentioned on their respective product pages to ensure transparency before purchase.

Return requests are reviewed based on the conditions outlined above, and requests that do not meet these conditions may not be approved.

LX INDIA reserves the right to decline or adjust refunds in cases of misuse, excessive returns, or breach of applicable policies, to the extent permitted under law. However, if a seller unfairly denies a valid return, LX INDIA reserves the right to intervene and process a platform-initiated refund to protect the buyer’s interests.

2. Replacement Policy

At LX INDIA, replacement is generally offered as the primary resolution where a product is eligible for return due to being damaged, defective, incorrect, incomplete, expired, or materially different from what was ordered.We aim to ensure that you receive the exact product you intended to purchase without unnecessary delays.

Where approved, LX INDIA will attempt to arrange a replacement of the same product, size, colour, model, and variant, subject to availability and the seller’s ability to fulfil the request.

verification due to usage, damage, alteration, or missing components,

Where a replacement cannot be provided for any of the above reasons, the order shall qualify for a refund in accordance with the applicable Refund Policy.

All replacement requests are subject to verification in accordance with Platform procedures.

A replacement will be arranged when:

• You receive a product that is damaged, defective, expired, missing items, or not as described.

• The issue is verified through images, videos, or a quality check conducted during pickup.

• The returned product passes the verification process after reaching the seller.

Once your return is approved, LX INDIA will attempt to replace the product with an identical item of the same size, color, model, and variant. Replacement requests are processed at no additional cost to the buyer.

A replacement may not be possible if:

• The product is out of stock or discontinued,

• The seller cannot fulfill the replacement due to unavailability,

• The returned product fails quality verification (used, damaged, altered, or missing accessories),

• The product belongs to a non-returnable or hygiene-sensitive category.

LX INDIA reserves the right to approve or decline replacement requests based on product condition, verification outcomes, seller confirmation, and Platform policies. Where necessary, the customer support team may contact the buyer for additional information to facilitate resolution.

If a replacement cannot be completed, the order will automatically qualify for a refund as per our Refund Policy.

LX INDIA reserves the right to approve or decline replacement requests based on product condition, seller verification, and platform policies. Our Customer Support team may contact you for additional details if required to ensure a smooth resolution.

3. Cancellation Policy

• Buyers may cancel an order within 30 minutes of placement at no cost, provided the order has not been processed for shipment, meaning it has not been confirmed for dispatch or assigned to a courier or fulfillment partner.

• If a cancellation request is made after 30 minutes but before Shipping, a cancellation charge of 2.5% of the order value shall apply as a genuine pre-estimate of costs incurred towards payment processing, order handling, and administrative expenses.

• Once an order has already been dispatched or shipped,cancellation may not be permitted. In such cases, buyers may choose to accept delivery and avail remedies under the applicable Return Policy of LX INDIA.

• LX INDIA reserves the right to cancel orders in circumstances including stock unavailability, inadvertent pricing or technical errors, suspected fraudulent activity, or other unforeseen or unavoidable situations; in such cases, buyers shall be promptly notified via email and/or SMS, and any eligible refunds shall be processed in full without deductions.

The determination of whether an order has been processed for shipment or dispatched shall be made by LX INDIA by reference to its internal order and logistics records maintained in the ordinary course of business.and such determination shall be final.

4. Refund Policy

Refunds are initiated only after the successful verification of an eligible return or cancellation request, in accordance with this Policy. Once approved, refunds are credited to the original payment method used at the time of purchase.

For returned or damaged products, refunds are processed after verification that the product satisfies the applicable return eligibility criteria. Refund timelines are indicative and typically range between 7 to 10business days, and in certain cases may extend up 14 business days, depending on banking processes and payment gateway timelines.

In cases where an order is cancelled due to product unavailability after payment has been received, LX INDIA will cancel the order and process a full refund to the buyer through the original payment method.

For cash-on-delivery (COD) orders, buyers are required to provide valid bank account details to enable refund processing. Refund initiation for such orders is subject to receipt and verification of the requisite information.

Payment gateway charges, transaction fees, and other non-recoverable processing costs are not refundable. Refund amounts may exclude such charges where applicable. Products returned beyond the prescribed return period, or products found to be damaged due to misuse, mishandling, or non-compliance with return conditions, may not be eligible for a refund.

Refunds will also exclude any additional processing costs incurred during the refund process. Products returned after the allowed period or damaged due to mishandling will not be eligible for refunds.

5. Warranty Policy

Certain products listed on the Platform may carry a manufacturer’s or seller’s warranty, as specified on the product page. Buyers can claim warranty services directly through the respective brand’s authorized service center or support channel. LX INDIA itself does not provide product warranties unless explicitly stated that the item is "sold and fulfilled by LX INDIA.”

Warranty coverage, duration, and claim conditions are determined solely by the manufacturer’s policy. Buyers can claim warranty services directly through the respective brand’s authorized service center or support channel. Buyers are advised to keep their purchase invoice and original packaging for future claims.

While LX INDIA does not provide product warranties and is not a party to any warranty arrangement, unless expressly stated, our support team is always ready to assist buyers in connecting with the manufacturer or seller for claim resolution. Any costs related to warranty repairs, parts, or logistics will follow the manufacturer’s terms and conditions.

Abuse Prevention and Fair Use of Returns

LX INDIA seeks to maintain a fair and reliable returns process for all users. To protect the integrity of the Platform and prevent misuse, LX INDIA reserves the right to take appropriate action where return or refund requests indicate abuse or misuse of Platform features.

Such situations may include, without limitation:

• repeated or excessive return requests inconsistent with genuine consumer use;

• submission of false, misleading, or unsupported claims;

• misuse of return, refund, or replacement processes;

• violation of applicable Platform policies or terms.

Where such patterns are identified, LX INDIA may, after reasonable review, take proportionate measures which may include limiting return eligibility, declining specific requests, restricting account privileges, or suspending access to certain Platform services.

Any action taken under this section is intended to prevent misuse, protect sellers and other users, and maintain the orderly functioning of the Platform, and shall be exercised in a manner consistent with applicable law and without prejudice to any rights or remedies available under law.

Our Approach

LX INDIA seeks to maintain a transparent and consistent framework for handling returns, refunds, and cancellations on the Platform, to ensure a reliable shopping experience. Requests are reviewed and processed in accordance with this Policy, with due regard to the interests of both buyers and sellers. This Policy is intended to provide clarity on the processes applicable to purchases made on LX INDIA.

Our goal is to make sure every purchase on LX INDIA is backed by trust, clarity, and customer satisfaction.

Changes to This Policy

LX INDIA may amend or update this Policy from time to time to reflect changes in Platform features, operational requirements, or applicable regulations. Any such changes shall be effective upon publication on the Platform, and the "Last Updated” date will be revised accordingly so the users always know that they are reading the latest version. Continued use of the Platform after such publication constitutes acceptance of the updated Policy.

Handling Deliveries Reported as Damaged, Tampered, or Incorrect

Where a shipment is visibly damaged, appears tampered with, or materially differs from the product ordered at the time of delivery, customers are requested, where reasonably practicable, to refrain from opening the package immediately.

Customers are required to:

1. capture clear photographic or video evidence of:

   • the outer packaging;

   • the shipping label; and

   • the visible damage or discrepancy; and

2. report the issue to LX INDIA through the Platform or Customer Support at the earliest opportunity.

Where a package has already been opened, customers are further requested to record photographs or a video of the unboxing process and the internal condition of the product and accessories.

Such documentation will be relied upon to verify the claim with the relevant seller and logistics partner and to facilitate appropriate resolution. In the absence of sufficient supporting material, LX INDIA reserves the right to assess the claim based on the verification outcome and the condition of the returned product.

This procedure is intended to protect genuine customers, deter misuse of the returns process, and ensure that issues are resolved fairly, transparently, and efficiently.