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:
- Capture clear video evidence of: ◦ The outer packaging. ◦ The shipping label. ◦ The visible damage or discrepancy.
- 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 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.
