We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the Label Lust Platform, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.
This cancellation, return and refund policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, return and refund thereof.
- APPLICABILITY OF POLICY
1.1 By agreeing to use the Label Lust Platform and/or initiating a request for the purchase of Product(s) on the Label Lust Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Label Lust Platform.
1.2 Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the Label Lust Platform. Every time you wish to use the Label Lust Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.
- TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS
2.1 Cancellation of Products
(a)You can cancel orders for Products partially or fully prior to issuing and processing of the invoice in relation to such Products by us. Orders cannot be cancelled once the invoice has been processed and issued.
(b)In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order, by referencing the unique tracking identity number (which enables the User in tracking the status of delivery of the purchased Products) received by you from us and requesting us to process a cancellation by sending an email to info@labellust.in
(c) On receipt of the cancellation request prior to issuing and processing the invoice we shall cancel the order and initiate the refund for the Products within 2 (two) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase which can be used for subsequent purchases. All refunds shall be subject to applicable policies and charges of the User’s bank/ financial institution.
2.2 Return of Products
(a) You may initiate the request for return of the Product if: (i) the Product is damaged; (b) both the Product and shipping package has been damaged; (iii) the Product is defective or is not in good condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the Label Lust Platform; or (vii) you are dissatisfied with the purchased Product (“Non-Compliant Product”). You shall initiate such requests for a return within 30 days (thirty) days from the date on which you receive the delivery of the Product (“Return Period”).
(b) You shall keep the Products in their unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for the return of such a Product subject to the terms of this Policy.
(c) Our products undergo strict quality checks before they are dispatched to our customers. Few Products such as massager toys, briefs, shapewear, bodysuits, swim bottoms and bathing suits, shapewear, hosiery, products with an adhesive like nipple covers, stick-on bras, etc. are excluded from our return policy. Refund request against return of order will be applicable only in case of manufacturing defects (change in lace print and texture may vary in production lot and will not be considered as manufacturing defect). Items, worn, washed products will not be returned or exchanged. Items with fur/ feather require extra care. Any loss of fur/ feather due to handling will not be accepted as manufacturing defect. On receiving the merchandise, please examine the colors, style and size first.
(d) If you have received any Product which is subject to return in terms of this Policy, we suggest you immediately register a request in this regard on the Label Lust Platform. We will in our sole discretion verify if: (i) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (ii) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
(e) Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of the return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage has occurred post-delivery of the Product while in your possession etc.
(f) You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to a non-returnable Product category (For instance, personalised Products that are not suitable for the return based on their nature), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deemed such Product a Non-Compliant Product. It will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
(g) You can return the Product(s), purchased from us provided the Product(s) satisfy the below mandatory conditions: (i) The Product has not been worn, cleaned or tampered with by you. (ii) The price tag /bar code, brand tags, original packaging material, and accompanying accessories are intact and not altered, damaged or discarded by you. (iii) The Product is not altered, unless proven vendor defect. (iv) Return is being initiated against the order under which it was bought and from the same account and the serial number/ bar code of the Product matches our records. (v) There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product. (vi) The Product(s) if bought as a set should be exchanged as the complete set. (vii) Products returned should be unused, undamaged, unwashed and in a saleable condition. (viii) We are satisfied that the Product has not been rendered defective or unusable. We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.
(h)Return of purchased Products is facilitated through our reverse-logistics partners. On receipt of the request for the return of the Product on the Label Lust Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.
2.3 Exchange
Currently, we do not facilitate an exchange of the product on our website. The product purchased can be returned if it is eligible for return as per the terms mentioned. The customer can then place a fresh order as per their requirement
2.4 Refund
At the time of raising a request for return or cancelling the Products on the Label Lust Platform, you may seek a refund for the Non-Compliant Product. Such a refund will be made to you only in the event the payment has been received by us for the Product.
Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 7-10 (seven to ten) business days from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including the original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by you or the Wallet (defined below), as may be chosen by you. The refunded amount will be subject to a deduction equivalent to the incurred shipping charges. This adjustment ensures that the refunded sum accurately reflects the product cost, with the shipping costs being subtracted from the total amount eligible for reimbursement. We appreciate your understanding in this matter as we strive to maintain transparency and fairness in our refund policy. You acknowledge that after the initiation of the refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider’s terms and conditions.
We do not make any cash refunds. The amount will be refunded to you within 7 – 10 (seven to ten) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you. Alternatively, at your option, the said amount can be credited to your Wallet which can be used for your subsequent purchases on the Label Lust Platform.
Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, if a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.
We reserve the right to reject a refund request for a Product if it does not satisfy the qualifying conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.
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Customer Support
Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at:
Phone Number: +91 9769794150 / 9930626398
Contact Details: info@labellust.in