Introduction
At Lushvogues, we understand that buying clothes online can sometimes be challenging, especially when it comes to finding the perfect fit and style. Our goal is to make your shopping experience as enjoyable as possible. If you're not completely satisfied with your purchase, we're here to help with our comprehensive Return and Refund Policy.
1. Eligibility for Returns
- Time Frame: Returns are accepted within 15 days from the date of delivery.
- Condition of Garments:
- Unworn and Unwashed: Items must be unused, unwashed, and free of stains, perfumes, or any signs of wear.
- Original Tags and Packaging: All original tags, labels, and packaging must be intact and attached to the garment.
- Undamaged Condition: The item must not be damaged or altered in any way, including missing accessories or embellishments.
- Specific Garments Not Eligible for Returns:
- Innerwear and Lingerie: For hygiene reasons, we cannot accept returns or exchanges on innerwear, lingerie, shapewear, and swimwear.
- Altered or Customized Items: Garments that have been tailored or customized as per your request.
- Accessories: Earrings, hair accessories, and other items that come in direct contact with the skin.
- Defective Items: If the garment is defective or damaged upon receipt, please refer to Section 5.
2. Size and Fit Issues
- Size Exchanges:
- One-Time Free Exchange: We offer a one-time free size exchange for the same item, subject to availability.
- Process: Initiate an exchange request through your account, selecting the new desired size.
- Size Guide: We recommend reviewing our detailed size guide and measurement charts before making a purchase to ensure the best fit.
3. Return Process
- Initiate a Return:
- Log into your account on our website.
- Navigate to "My Orders" and select the garment you wish to return.
- Complete the return request form, specifying the reason for the return (e.g., size doesn't fit, color differs from the image).
- Return Approval:
- Once we receive your request, we'll review it and notify you of the approval status via email or SMS within 48 hours.
- Preparing the Garment for Return:
- Fold the garment neatly and place it in its original packaging.
- Include any accessories, belts, or detachable parts that came with the garment.
- Secure the package to prevent damage during transit.
- Product Pick-up:
- We'll schedule a pick-up from your address at a time convenient for you.
- Self-Shipping (If Applicable):
- If pick-up service is unavailable in your area, you may need to ship the garment to us.
- Use a reliable courier service and share the tracking details.
- We will reimburse shipping costs up to a certain amount (e.g., ₹100) upon providing the receipt.
4. Refund Policy
- Refund Methods:
- Original Payment Method: Refunds will be credited back to the original payment method used during the purchase (credit card, debit card, net banking).
- Store Credit: Alternatively, opt for a refund in the form of store credit to use on future purchases.
- Refund Timeline:
- Once we receive and inspect the returned garment, we'll notify you of the approval status.
- Approved refunds will be processed within 7-10 business days.
- Deductions:
- Shipping Charges: Original shipping charges (if any) are non-refundable unless the return is due to an error on our part.
- Promotional Discounts: If promotional discounts were applied, the refund amount will reflect the adjusted price.
5. Defective or Damaged Garments
- Reporting Issues:
- If you receive a defective, damaged, or incorrect garment, contact us within 48 hours of delivery.
- Provide clear photographs showing the defect, damage, or error, including images of the garment and packaging.
- Resolution Options:
- Replacement: We will replace the garment with the same item, subject to availability.
- Refund: If a replacement is not available, you may opt for a full refund.
- Return Shipping: In cases of defects or errors, we will cover all return shipping costs.
6. Exchange Policy
- Style and Color Exchanges:
- Subject to Availability: You may exchange the garment for a different color or style of equal value.
- Process: Follow the same steps as the return process, specifying the desired replacement item.
- Stock Limitations:
- If the requested garment is out of stock, you can choose an alternative or receive a refund.
7. Order Cancellations
- Before Dispatch:
- Orders can be canceled before they are dispatched. To cancel, contact our customer support as soon as possible.
- After Dispatch:
- If the order has already been shipped, you may refuse delivery, and the return process will apply.
- Refund for Cancellations:
- Refunds for canceled orders will be processed within 7-10 business days.
8. Non-Eligibility Criteria
- Late Returns:
- Returns initiated after 15 days from the date of delivery will not be accepted.
- Condition Breach:
- Garments showing signs of wear, washing, alterations, or damage not caused by us are not eligible for returns or refunds.
- Unauthorized Returns:
- Items returned without prior authorization or not following the return procedure may be sent back to the customer.
9. Care Instructions
- Adherence Required:
- Please follow the garment care instructions provided on the labels to maintain product quality.
- Impact on Returns:
- Damage resulting from failure to follow care instructions may void eligibility for returns or refunds.
10. Refund Delay or Missing Refunds
- Steps to Follow:
- Check Bank Account: Verify if the refund has been credited.
- Contact Payment Provider: Sometimes there is a processing time before refunds are posted.
- Contact Us: If you've done both and still have not received your refund, please reach out to our customer support.
11. International Orders
- Returns and Exchanges:
- Currently, we do not accept returns or exchanges for orders shipped outside India.
- Customs and Duties:
- Customs charges, taxes, and import duties are non-refundable.
12. Contact Us
If you have any questions or need assistance with the return or refund process, please contact our customer support team:
13. Changes to This Policy
We reserve the right to modify this Return and Refund Policy at any time. Any changes will be reflected on this page with an updated Effective Date. Your continued use of our services after any changes indicates your acceptance of the new terms.
Effective Date: 3rd March, 2025