Escalation and Platform Intervention (Seller Escalation) #
Where the Seller refuses or is unable to honour a return, replacement, or refund request that is claimed to be valid under this Policy, the Seller may escalate the matter to LX INDIA through the Seller support mechanism available on the Platform.
Upon such escalation, LX INDIA may review the request, seek information and supporting documentation from the Seller and/or the customer, and verify the claim in accordance with the Platform’s processes.
Where LX INDIA determines that the return, replacement, or refund is valid and should be honoured, LX INDIA may take such steps as it considers appropriate to resolve the matter, including initiating a replacement or refund to the customer and recovering the corresponding amount from the Seller (including by way of debit, set-off, or adjustment from Seller payouts), along with any applicable charges or penalties under the Platform’s policies.
Repeated Non-Compliance: Where LX INDIA identifies repeated unjustified denial, refusal, or delay by the Seller in honouring valid and eligible return, replacement, or refund requests under this Policy, LX INDIA reserves the right to take enforcement action in accordance with Platform policies, including issuing warnings, restricting product listings, withholding or adjusting settlements, placing the Seller account under performance review, temporarily suspending Seller access, and/or permanently terminating the Seller’s right to sell on the Platform.
