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Categories of disputes and resolution mechanisms #

Order fulfilment and delivery disputes #

Nature of disputes:

• Non-delivery;
• Delayed delivery;
• Partial delivery;
• Incorrect delivery.

LX INDIA may review available order details, shipment records, tracking information, and delivery confirmations available on the platform. The Seller may be required to provide dispatch records, shipment proof, or other relevant documents.

Based on the review, LX INDIA may facilitate communication between the Buyer and Seller and require the Seller to provide appropriate remedies, including refund, replacement, or re-dispatch, in accordance with applicable platform policies.

a. Product quality, condition, or authenticity disputes #

Nature of Disputes:

• Product not matching the description;
• Damaged products;
• Defective products;
• Authenticity concerns.

Buyers may raise complaints through the platform within the applicable timelines. The Seller shall cooperate by providing relevant explanations, documents, photographs, invoices, certifications, or other supporting evidence requested by LX INDIA.

LX INDIA may review available records solely for platform administration purposes and may require the Seller to resolve the dispute in accordance with applicable laws and platform policies.

b. Return, refund, and replacement disputes #

Disputes relating to return eligibility, refund processing, or replacement requests shall be handled in accordance with the LX INDIA Return and Refund Policy.

Approved refunds shall be processed through the original payment method within the timelines specified under applicable platform policies.

The actual time taken for credit of refunded amounts may vary depending on banking processes, payment gateway settlement cycles, public holidays, or other circumstances beyond LX INDIA’s reasonable control.

c. Payment, settlement, and chargeback disputes #

Disputes relating to settlement amounts, payout delays, payment reversals, or chargebacks shall be reviewed based on transaction records, settlement statements, and applicable deductions.

LX INDIA may temporarily withhold seller settlements where required due to:

• Pending disputes;
• Chargebacks;
• Fraud investigations;
• Regulatory requirements;
• Other legitimate business reasons.

Settlement amounts shall be released upon resolution of the relevant issue in accordance with applicable platform policies. LX INDIA shall not be responsible for delays caused by banks, payment gateways, financial institutions, regulatory authorities, or other third parties beyond its reasonable control.

d. Seller compliance and policy violations #

Disputes relating to seller compliance may include:

• Failure to submit required licences or documents;
• Violation of platform policies;
• Regulatory noncompliance.

LX INDIA may require the Seller to provide clarification, corrective actions, or updated compliance documents. Depending on the severity and frequency of violations, LX INDIA may restrict listings, suspend seller accounts, or terminate access to the platform.

e. Logistics and shipping disputes #

Nature of Disputes:

• Non-dispatch or delayed dispatch of orders;
• Delayed delivery of shipments;
• Incorrect shipment status or tracking information;
• Lost, damaged, or tampered shipments during transit;
• Wrong delivery or delivery related issues;
• Disputes arising from logistics service providers.

LX INDIA may review available order details, shipment records, tracking information, delivery confirmations, logistics reports, and other relevant records available on the platform for the purpose of assessing and facilitating resolution of logistics related disputes.

The Seller shall be responsible for timely processing of orders, accurate shipment details, proper packaging of products, and handing over shipments to the approved logistics service provider in accordance with LX INDIA’s Shipping and Fulfilment Policy.

Where a logistics related dispute arises, LX INDIA may facilitate communication between the Buyer, Seller, and logistics service provider, wherever applicable, and may require the Seller to provide relevant documents, including dispatch proof, invoices, shipment details, packaging records, or other supporting evidence necessary for resolution.

Any resolution, including replacement, refund, or other remedies, shall be handled in accordance with the applicable LX INDIA policies and based on the circumstances of the dispute.

LX INDIA shall not be responsible for any delay, loss, damage, or failure occurring during transportation due to acts, omissions, or failures of logistics partners, courier agencies, transportation providers, or other third parties beyond LX INDIA’s reasonable control, except where such liability arises due to LX INDIA’s own gross negligence, wilful misconduct, or violation of applicable law.

f. Regulatory and legal disputes #

LX INDIA shall cooperate with competent authorities and require Sellers to furnish relevant information, documents, licences, certifications, or other supporting records for verification and compliance purposes. LX INDIA reserves the right to restrict listings, suspend seller access, or take other appropriate measures where necessary to ensure compliance with applicable laws, regulations, and platform policies.