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Return, Replacement, Refund & Cancellation Policy
(Last update :10/09/2026)
At LX INDIA, we aim to provide a transparent and fair process for handling returns, replacements, cancellations, refunds, and warranty-related requests for orders placed on the LX INDIA platform ("Platform"). This policy explains the process applicable to 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 this policy sets out the applicable process for handling return, refund, replacement, and cancellation requests in a manner that supports both buyers and sellers.
LX INDIA operates as a marketplace platform connecting buyers with independent sellers. Returns, replacements, refunds, and cancellations are processed based on product eligibility, available information, seller obligations, logistics feasibility, and applicable Platform procedures.
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 on the Platform. To be eligible for return, the product must generally 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, alteration 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.
At the time of handing over the product for return, customers are requested to record a brief video of the packing process, capturing the condition of the product, inclusion of all accessories, and proper sealing of the package. Such information may be considered for review in case of any dispute relating to the returned item.
When the returned item reaches the seller, it may undergo an inspection or assessment to determine whether the applicable return conditions have been satisfied, including:
- The product matches the one originally supplied.
- No additional damage, misuse, alteration or tampering occurred while the product was in the buyer’s possession, except where the return relates to damage reported at the time of delivery.
- All original packaging and accessories are intact, unless otherwise reported and accepted at the time of the return request.
2. 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 document the condition of the package before opening it.
Customers are requested to:
1. Capture clear video evidence of:
- The outer packaging.
- The shipping label.
- The visible damage or discrepancy.
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 videos of the unboxing process, internal condition of the product, and accessories received.
Such documentation may be considered while reviewing the claim with the relevant seller and logistics partner and may assist in facilitating appropriate resolution. Where sufficient supporting information is not available, LX INDIA may assess the request based on the information available, seller response, logistics records, and applicable Platform procedures.
In the event a product is returned due to damage, defect, incorrect delivery, or any other issue attributable to the seller or the logistics service provider, the customer may request either a replacement (subject to product availability) or a refund of the amount paid, including applicable taxes, subject to verification, this Policy, and applicable deductions, if any.
If you request a return due to a change of personal preference, and such return is not caused by any defect, damage, misrepresentation or error attributable to the seller, the refund, if approved in accordance with this Return Policy, may be processed after deducting reasonable and actual costs incurred, including:
(a) return or re-shipment charges, as applicable; and
(b) non-recoverable payment processing charges, where applicable.
The customer acknowledges and agrees that such deductions represent recovery of actual processing and handling costs incurred and shall not be construed as a penalty.
Certain products may not be eligible for return due to their nature, including personalised or custom-made products, perishable goods, consumables, innerwear, socks, swimsuits, grooming or oral care devices, musical wind instruments, and other hygiene-sensitive categories. Such exceptions will be displayed on the relevant product pages wherever applicable to provide transparency before purchase.
Return requests are reviewed based on the conditions outlined above, and requests that do not satisfy the applicable requirements may not be approved.
LX INDIA reserves the right to decline, restrict or adjust refunds in cases of misuse, excessive returns, fraudulent activity or breach of applicable Platform policies, to the extent permitted under law. Where appropriate, LX INDIA may facilitate resolution between buyers and sellers or process refunds in accordance with applicable Platform procedures.
3. Replacement Policy
At LX INDIA, customers may choose a replacement or a refund, where eligible under this Policy. A replacement may be offered where the product is damaged, defective, incorrect, incomplete, expired or materially different from what was ordered. LX INDIA facilitates the replacement process on behalf of the seller, subject to product availability, seller confirmation, and applicable Platform procedures.
A replacement may be requested when:
- You receive a product that is damaged, defective, expired, missing items, or not as described.
- The issue is supported by relevant information, images, videos, documents or other available records, wherever required.
- The returned product satisfies the applicable return conditions after verification by the seller.
Replacement requests are subject to verification, seller confirmation, product availability, and assessment of the available information.
Where the customer chooses a replacement and the request is approved, LX INDIA may facilitate the replacement of the product with an identical item of the same size, colour, model, and variant, subject to availability. Approved replacement requests shall generally be processed without additional charges to the buyer.
Only one (1) replacement shall be permitted for each eligible product or order under this Policy. If the replacement product is also found to be damaged, defective, incorrect, incomplete, expired or materially different from what was ordered, and the issue is verified by the seller in accordance with this Policy, no further replacement shall be provided. In such cases, the customer may be eligible for a refund of the amount paid for the product, including applicable taxes, subject to the applicable Refund Policy, completion of verification, and applicable refund procedures.
A replacement may not be available if:
- The product is out of stock or has been discontinued.
- The seller is unable to fulfil the replacement due to unavailability.
- The returned product does not satisfy the applicable return conditions, including where the product is used, damaged, altered or missing accessories.
- The product belongs to a non-returnable or hygiene-sensitive category.
Where a replacement is unavailable or the customer opts not to receive a replacement, the customer may request a refund, subject to the applicable Refund Policy and the seller's verification and approval.
LX INDIA acts solely as a marketplace facilitator and may facilitate the replacement process on behalf of the seller. The seller shall remain responsible for verifying the returned product and approving or rejecting the replacement request in accordance with this Policy. LX INDIA reserves the right to facilitate, decline or modify the processing of replacement requests based on product eligibility, available information, seller confirmation, and applicable Platform procedures. Where necessary, the customer support team may contact the buyer for additional information to facilitate resolution.
4. Cancellation Policy
- Buyers may request cancellation of an order within 30 minutes of placement, provided that the order has not been confirmed as ready for dispatch, dispatched or assigned to a courier or fulfilment partner.
- If a cancellation request is made after 30 minutes but before the order is confirmed as ready for dispatch, applicable cancellation charges may apply towards recovery of actual payment gateway charges, order handling, and administrative costs incurred. Such charges may vary depending on the payment gateway used and the applicable charges levied by the respective service provider.
- Once an order has been dispatched or handed over for delivery, cancellation may not be permitted. In such cases, buyers may accept the delivery and seek applicable remedies under the Return Policy.
- LX INDIA and/or the seller may cancel orders in circumstances including product unavailability, inadvertent pricing or technical errors, suspected fraudulent activity, policy violations or other unforeseen circumstances. In such cases, buyers shall be notified through available communication channels, and eligible refunds shall be processed in accordance with this Policy.
The determination of whether an order has been processed for shipment, confirmed as ready for dispatch or dispatched shall be based on order and logistics records maintained by LX INDIA and relevant service providers in the ordinary course of business. Such records shall be considered for determining the applicable order status.
5. Refund Policy
Refunds are initiated only after an eligible return or cancellation request has been accepted in accordance with this Policy. Once approved, refunds are generally processed to the original payment method used at the time of purchase.
For returned or damaged products, refunds may be processed after assessment of whether the product satisfies the applicable return eligibility criteria.
Refund timelines are indicative and generally range between 7 to 10 business days and, in certain cases, may extend up to 14 business days, depending on banking processes, payment gateway timelines, and other external factors.
In cases where an order is cancelled due to product unavailability after payment has been received, LX INDIA may cancel the order and process an eligible refund to the buyer through the original payment method.
In cases where a return is requested due to a change of personal preference and such return is not caused by any defect, damage, misrepresentation, or error attributable to the seller, the refund, if approved under this Policy, may be processed after deducting reasonable and actual costs incurred, including:
(a) return or re-shipment charges, as applicable; and
(b) non-recoverable payment processing charges, where applicable.
Payment gateway charges, transaction fees, and other non-recoverable processing costs may not be refundable. Refund amounts may exclude such charges where applicable.
Products returned beyond the applicable return period, or products found to be damaged due to misuse, mishandling, alteration or failure to comply with return conditions, may not qualify for a refund.
Any additional processing costs incurred during the refund process may also be deducted where applicable.
6. Abuse Prevention and Fair Use of Returns
LX INDIA seeks to maintain a fair and reliable returns process for all users. To maintain the integrity of the Platform and prevent misuse of return, refund, and replacement facilities, LX INDIA reserves the right to take appropriate action where requests indicate potential misuse or abuse of Platform features.
Such situations may include, without limitation:
- Repeated or excessive return requests inconsistent with normal consumer usage.
- Submission of false, misleading, fraudulent or unsupported claims.
- Misuse of return, refund, replacement, cancellation or chargeback processes.
- Violation of applicable Platform policies or Terms of Use.
Where such patterns are identified, LX INDIA may, after reasonable review, take proportionate measures including:
- Limiting return or refund eligibility;
- Declining specific requests;
- Restricting account privileges;
- Suspending access to certain Platform services; or
- Taking any other action permitted under applicable policies and law.
Any action taken under this section is intended to prevent misuse, maintain Platform reliability, protect users and sellers, and ensure fair usage of Platform services.
7. Our Approach
LX INDIA seeks to maintain a transparent and consistent framework for handling returns, refunds, replacements and cancellations on the Platform.
Requests are processed in accordance with this Policy, applicable Platform procedures, available information, and the responsibilities of buyers and sellers.
This Policy is intended to provide clarity regarding the processes applicable to purchases made through LX INDIA while maintaining a fair marketplace environment for all users.
8. Changes to This Policy
LX INDIA may amend or update this Policy from time to time to reflect changes in Platform features, operational requirements, business practices or applicable regulations.
Any changes shall become effective upon publication on the Platform, and the "Last Updated” date shall be revised accordingly.
Users are advised to review the latest version of this Policy before placing orders or submitting requests.
Continued use of the Platform after publication of updated Policy terms constitutes acceptance of the revised Policy.
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