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 refrain from opening the package immediately.
You are required to:
- capture clear photographic or video evidence of:
- the outer packaging;
- the shipping label; and
- the visible damage or discrepancy; and
- report the issue to LX INDIA through the Platform or Customer Support at the earliest opportunity.
Where a package has already been opened, you are further requested to record photographs or a video of the unboxing process and the internal condition of the product and accessories.
Such documentation will be relied upon to verify the claim with the relevant seller and logistics partner and to facilitate appropriate resolution. In the absence of sufficient supporting material, LX INDIA reserves the right to assess the claim based on the verification outcome and the condition of the returned product.
In the event a product is returned due to damage, defect, incorrect delivery, or any other reason attributable to the seller or the logistics service provider, you shall first be offered the option of a replacement, subject to availability. If a replacement is not available or if you decline the same, a full refund of the amount paid, including applicable taxes, shall be processed to the original mode of payment in accordance with the platform’s return and refund policy.
However, if you request a return due to a personal change of preference, and such return is not occasioned by any defect, damage, misrepresentation, or error attributable to the seller or LX INDIA, the refund, if approved in accordance with this return policy, shall be processed only after deducting the reasonable and actual costs incurred.
The customer expressly acknowledges and agrees that such deductions reflect actual and reasonable costs incurred and are intended only to recover processing and handling expenses shall not be construed as a penalty.
Some products are not eligible for return due to their nature such as personalized or custom-made products, perishable goods, consumables (e.g., candles, wall stickers), innerwear, socks, swimsuits, grooming or oral care devices, and musical wind instruments, are non-returnable for hygiene and safety reasons. These exceptions are clearly mentioned on their respective product pages to ensure transparency before purchase.
Return requests are reviewed based on the conditions outlined above, and requests that do not meet these conditions may not be approved.
LX INDIA reserves the right to decline or adjust refunds in cases of misuse, excessive returns, or breach of applicable policies, to the extent permitted under law. However, if a seller unfairly denies a valid return, LX INDIA reserves the right to intervene and process a platform-initiated refund to protect the buyer’s interests.
