Returns And Refunds Policy

General

(“Luluhypermarket.in”, “we”, “us” or “our”) is managing and operating the mobile application/website and tablet applications available at www.luluhypermarket.in (collectively referred to as “Luluhypermarket.in”, “Website”, “App”), which inter alia facilitate the sale and purchase of products and services listed and sold (“Products”) on the Website. The term “User” or “Users” or “you” or “your” means any individual which uses, accesses or, browses the Website and/or purchases the Products on the Website.

 We aim to provide the best User experience to our Users beginning from placing an order to initiating a cancellation/return/refund. While transacting on luluhypermarket.in, you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.

 The ‘Terms and Conditions’ published on luluhypermarket.in shall be read by reference here. This cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions sets out Luluhypermarket’s procedures and policies in accepting: (a) cancellation, (b) return, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.

APPLICABILITY OF POLICY

 By using Luluhypermarket.in and/or initiating a request for purchase of Product(s) on the Luluhypermarket.in, you agree to be bound by the terms contained in this Policy. If you do not agree to the terms contained in this Policy, you are advised not to transact on Luluhypermarket.in. Please note that, we may from time to time change the terms of the Policy. Every time you wish to use Luluhypermarket.in, please check the Policy to ensure you understand the terms and conditions that apply at that time.

 Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers: In this case you will have to return all the items in this offer.

TERMS OF CANCELLATION

 You can cancel the order prior to the dispatch of Product by Lulu hypermarket or the seller. The order cannot be cancelled once the dispatch has been initiated. you can write to our customer support team on [email protected] or call us on 18003098109 (Monday to Saturday, 9AM to 8PM and Sunday, 9AM to 6PM)

 On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process will be initiated within 24 hours of confirmation of cancellation.

TERMS OF RETURN AND REFUND

 You may initiate return of Products within the timelines and as per the terms stipulated under Annexure A (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. Lulu hypermarket will not process return if you have placed the order for a wrong Product model, colour or incorrect Product.

 All our packages come with tamper proof packaging. Please ensure that you do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.

 You may register a complaint or request for return through Luluhypermarket.in. To register a compliant or initiate return, please go to ‘Orders’ section and select ‘Help’ tab and then contact us via e-mail/ call/ chat with us. To initiate return, you are required to select ‘log a complaint’ and provide the necessary details about the shipment and order, provide the details of the issue, if any, and request for return. For quality purposes, we may also require you to provide images of the Product sought to be returned. The ‘return’ tab shall be available only during the duration of the return window. In case of any complain or concern that may arise after the closure of the return window, you may contact the customer care.

 If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request in this regard on the Luluhypermarket.in. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images/video of the damaged or defective Product received and/or our personnel to schedule a visit to assess the damage or defect in the Product. Further, to the assessment of the damage or the concern reported in the return request, Lulu hypermarket may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.

 Please be informed that when you opt to return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy will be processed within a period of 1(one) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by Lulu hypermarket are fulfilled. The refund amount will be credited to the original payment mode opted by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

 Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) in case the Product is purchased from a third-party seller made available.

 The amount claimed as refund will be refunded to you within 15(fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.

 CUSTOMER SUPPORT TEAM

 For any feedback, concern or query, you may please reach out to us on the below contact details:

 Write us to [email protected] or call us on 1800 30 98109 (Monday to Saturday, 9AM to 8PM and Sunday, 9AM to 6PM).

RETURN TIMELINE AND CONDITIONS (Annexure A)

CategoryReturn Policy
Electronics & Home Appliances (Televisions, Large Appliances
like Air Coolers, Air Conditioner, Refrigerator, Washing Machine, Dishwasher,
Microwave, Kitchen Appliances.)
7 Day Returnable (T&C apply) *

For Products such as air conditioners, televisions, water purifiers,
refrigerators, convection microwave or
washing machine, etc (any item which requires
installation/ demonstration by an authorised
technician), please contact the Luluhypermarket.in
customer care to register damage or defect within 7
days of delivery*.

You shall have the option to contact the brand or the
seller directly or Luluhypermarket.in shall arrange for a
visit of a technician (the verification process can take up
to 4 business days) from the Brand/ Seller to assess the
damage or defect and accordingly initiate the return.

We may ask for Video or Photo proof before processing
the return or replacement request.

*Products will not be eligible for returns if they are
installed by a third-party technician not assigned by
Luluhypermarket.in.

Please keep the Product in its original condition, with
brand outer box, MRP tags attached, warranty cards,
and original accessories in manufacturer packaging for
a successful return pick-up. In case the Product is
accepted where the package is tampered or the box is
damaged, it will automatically disqualify you from any
return claims for physically damaged/defective
Products, incorrect Product, or missing accessories.
Electronics & IT (Mobiles & Tablets, Computers,
Laptop, Printers and IT, Smartwatches, Fitness Bands,
Smart Wearables, Audio, Power bank, Telephone sets,
Personal Care appliances and Accessories, Office appliances)

Electronics – Games – (Gaming Consoles, Gaming
Controllers, Gaming Accessories, VR Gaming)

Electronics – Games – (Gaming Titles, Online Gaming,
Skins/Thumb grip/Consumables)
Non- Returnable

Products under this category are non-returnable and
non-refundable.

In the rare event if you receive a damaged, defective,
having a missing part or are different from what was
ordered basis the Product description displayed on
Luluhypermarket.in, you must return the Product upon
delivery at the doorstep

We request you to contact customer care of
Luluhypermarket.in or brand support centre for any
technical assistance beyond delivery.

We may ask for Video or Photo proof before processing
the return or replacement request.

Please keep the Product in its original condition, with
brand outer box, MRP tags attached, warranty cards,
and original accessories in manufacturer packaging to
enable us to ascertain the damage and process the
refund. In case the Product is accepted where the
package is tampered or the box is damaged, it will
automatically disqualify you from any return claims for
physically damaged/defective Products, incorrect
Product, or missing accessories.
Electronics - Personal Care & Grooming - Oral care
(Power Toothbrushes, Water Flossers and
Accessories); Grooming (shavers, trimmer, epilator);
Audio (in ear-earphones/ ear-bud)
Non- Returnable

Products under this category are non-returnable due to
hygiene/ personal care/wellness, and consumable
nature of the Product

In the rare event you receive a damaged, defective or
different Product, you may return the Product on door
-step delivery for the abovementioned reasons.

In case you receive a Product, which is damaged or
defective or is different from what was ordered basis
the Product description provided on
Luluhypermarket.in, you may contact
Luluhypermarket.in customer care for initiating
return/refund process within 48 hours of the delivery
of the Product. We may ascertain the damage or defect
in the Product prior to processing the refund

We may ask for Video or Photo proof before processing
the return or replacement request

Please keep the Product in its original condition, with
brand outer box, MRP tags attached, warranty cards,
and original accessories in manufacturer packaging to
enable us to ascertain the damage and process the
refund. In case the Product is accepted where the
package is tampered or the box is damaged, it will
automatically disqualify you from any return claims for
physically damaged/defective Products, incorrect
Product, or missing accessories.
Personal Care & Blush (Hair Care, Oral Care, Skin
Care, Bath & Hand Wash, Body Wash & Bathing
Accessories, Feminine Hygiene, Men’s Grooming,
Cosmetics and Beauty Products, Deodorant &
Fragrances, Health & Wellness, contact lens, Grooming
Tools and Accessories)
Non- Returnable

Products under this category are non-returnable due to
hygiene/ personal care/wellness, and consumable
nature of the Product. However, in an unlikely event of
you having concerns with the quality, freshness or
physical condition of the Product delivered, you may
return the Product on door-step delivery for the
abovementioned reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Home Care (Detergents, Dishwash, All Purpose
Cleaners, Fresheners & Repellents)
Non- Returnable

Products under this category are non-returnable due to
hygiene/ personal care/wellness, and consumable
nature of the Product. However, in an unlikely event of
you having concerns with the quality, freshness or
physical condition of the Product delivered, you may
return the Product on door-step delivery for the
abovementioned reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Handloom & Handicraft - Home & Kitchen (Bedsheets,
Towels, Blankets, Quilts, Dohars, Curtains, cushion
covers, mats, Vases, Wall Decor, Table & Kitchen
Linens, containers etc.)
7 days Returnable

You may return the Product if it is damaged, defective,
or if parts of the Product or accessory is missing, or if
the Product delivered is different from what was
ordered. Return of Products on the ground of: ‘Items
not described as depicted’
is not allowed as these are
authentic handmade Products and can vary from
Product to Product. Product may have colour variations
& imperfections inherent to handcrafted products
which add to its beauty & charm.

In addition to the abovementioned conditions, we will
accept the return if you keep the Products in its original
condition, along with brand outer box, MRP tags
attached, user manual, warranty cards, and original
accessories in manufacturer packaging for a successful
return pick-up.
Mom & Baby Care (Baby Grooming, Baby Bath &
Hygiene, Baby Food & Formula, Diapers & Wipes,
Feeding, Baby Health & Wellness)
Non- Returnable

Products under this category are non-returnable due to
hygiene/personal care/wellness, and consumable
nature of the Product. However, in an unlikely event of
you having concerns with the quality, freshness or
physical condition of the Product delivered, you may
return the Product on door-step delivery for the
abovementioned reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Mom & Baby Care(Baby Gear, Baby Bedding Sets &
Pillows, Baby Furnishing, Baby Furniture, Child Proof &
Safety, Baby Toys, Mom & Maternity)
7 days Returnable

You may return the Product if it is damaged, defective
or is not in working condition, or if parts of the Product
or accessory is missing or are different from what was
ordered basis the Product description displayed on
Luluhypermarket.in.

In addition to the above mentioned conditions, we will
accept the return if you keep the Products in its original
condition, along with brand outer box, MRP tags
attached, user manual, warranty cards, and original
accessories in manufacturer packaging for a successful
return pick-up.
Fashion & Apparel - Men, Women, Boys, Girls, Junior
Boys, Junior Girls, Infants
(Clothing Accessories,
Western Wear, Ethnic Wear, Fusion Wear, Night & br> Lounge Wear, Maternity)
7 days Returnable

You may return the Product if there is size issue, fit
issue, colour issue, manufacturing defects, shrinkage in
fabric, colour bleeding, and bubbling.

We may ask for Video or Photo proof before processing
the return or replacement request.

You can return the Product provided that the Product
is unused/unwashed, price tag /bar code is intact and
not altered, and the Product is not altered. Further,
there should not be any strong odour /foul
smell/perfume/stain on the Product. In addition to the
abovementioned, we will accept the return if you keep
the Products in its original condition, along with brand
outer box, and MRP tags attached. We will return back
the product if we find the product is not on original
condition.
Handloom & Handicraft (Apparel- Sarees, Dress
material, dupattas, Stoles & Scarves etc; Footwear -
Juttis & Mojris, Sandal & Shoes etc)
7 days Returnable

You may return the Product if there is size issue, fit
issue, colour issue, manufacturing defects, shrinkage in
fabric, and bubbling or if the Product delivered is
different from what was ordered.

Return of Products on the ground of: ‘Items not
described as depicted’ is not allowed as these are
authentic handmade Products and can vary from
Product to Product. Characteristic imperfections
associated with hand-printed, handwoven pieces like
unevenness in selvedge and weave could be expected
and colours may fade/bleed due to the traditional
dyeing method employed.

We may ask for Video or Photo proof before processing
the return or replacement request.

You can return the Product provided that the
Product is unused/ unwashed, price tag /bar code is intact and
not altered, the Product is not altered (unless proven
vendor defect), and exchange is initiated against the
order under which it was bought and from same
account. Further, there should not be any strong odour
/foul smell/perfume/stain on the Product.

In addition to the abovementioned, we will accept the
return if you keep the Products in its original condition,
along with brand outer box, and MRP tags attached and
with original folds.
Belts, Wallet, Handbags, Bags, Travel Luggage7 days Returnable

You may return the Product if it is damaged, defective,
or if parts of the Product or accessory is missing or are
different from what was ordered basis the Product
description displayed on Luluhypermarket.in.

You can return the Product provided that the Product
is unused/ unwashed, price tag /bar code is intact and
not altered. Further, there should not be any strong
odour /foul smell/perfume/stain on the Product.

In addition to the abovementioned, we will accept the
return if you keep the Products in its original condition,
along with brand outer box, and MRP tags attached.
Lingerie, innerwear, and swimwear; Dhotis:
Cosmetics; Socks and stockings; Hair Accessories;
Blazers & Suits.
Non- Returnable

Products under this category are non-returnable due to
hygiene/ personal care/wellness nature of the Product.
However, in an unlikely event of you having concerns
with the quality or physical condition of the Product
delivered, you may return the Product on door-step
delivery for the abovementioned reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Footwear (Men, Women, Kids and Infants)7 days Returnable

You may return the Product due to size issue, fit issue,
colour issue, manufacturing defects or are different
from what was ordered basis the product description
displayed on Luluhypermarket.in.

You can return if the Product is unused/ unwashed, and
price tag / bar code is intact. Further, there should not
be any strong odour /foul smell/perfume/stain on the
Product.

In addition to the abovementioned, we will accept the
return if you keep the Products in its original condition,
along with brand outer box, MRP tags attached, user
manual, warranty cards, warranty certificate and
original accessories in manufacturer packaging for a
successful return pick-up.
Home & Kitchen (Stationery, Toys, Games & Fitness,
Kitchenware, Dining, Pooja Needs, Electrical, Mops,
Brushes & Scrubs, Furnishing); Outdoor & Gardening;
Furniture’s.
7 days Returnable

You may return the Product if it is damaged, defective
or is not in working condition, or if parts of the Product
or accessory is missing or are different from what was
ordered basis the Product description displayed on
luluhypermarket.in.

We may ask for Video or Photo proof before processing
the return or replacement request.

In addition to the abovementioned conditions, we will
accept the return if you keep the Products in its original
condition, along with brand outer box, MRP tags
attached, user manual, warranty cards, and original
accessories in manufacturer packaging for a successful
return pick-up.
Fruit & Vegetables (Fresh Fruits, Fresh Vegetables,
Herbs & Seasonings, Exotic Fruits & Vegetables)

Dairy & Bakery (Dairy, Toast & Khari, Breads and Buns,
Bakery Snacks, Batter & Chutney, Cheese, Ghee, Paneer & Tofu)

Meat & Frozen
Non- Returnable

Products under this category are non-returnable due to
consumable nature of the Products. However, in an
unlikely event of you having concerns with the wrong
Product delivered, quality, freshness or physical
condition of the Product delivered, you may return the
Product on door-step delivery for the abovementioned
reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Staples (Atta, Flours & Sooji, Dals & Pulses, Rice & Rice
Products, Edible Oils, Masalas & Spices, Salt, Sugar &
Jaggery, Soya Products, Wheat & Other Grains, Dry
Fruits & Nuts)
Non- Returnable

Products under this category are non-returnable due to
consumable nature of the Products. However, in an
unlikely event of you having concerns with the wrong
Product delivered, quality, freshness or physical
condition of the Product delivered, you may return the
Product on door-step delivery for the abovementioned
reasons

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Disposable (Plates & Glasses, Kitchen & Toilet Rolls,
Paper Tissues & Napkins)

Snacks(Foods, Biscuits & Cookies, Noodle, Pasta,
Vermicelli, Breakfast Cereals, Snacks & Namkeen,
Chocolates & Candies, Ready to Cook & Eat, Frozen
Veggies & Snacks, Spreads, Sauces, Ketchup, Indian
Sweets Pickles & Chutney, Extracts & Flavouring)

Beverages(Tea, Coffee, Fruit juices, Energy & Soft
Drinks, Health Drink & Supplement, Soda & Flavoured Water)
Non- Returnable

Products under this category are non-returnable due to
consumable nature of the Products. However, in an
unlikely event of you having concerns with the quality,
freshness or physical condition of the Product
delivered, you may return the Product on door-step
delivery for the abovementioned reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Sunglass, Frames, Cases (Eyewear)7 days Returnable

This Product is eligible for return within 7 days of
delivery. You may request return of the Product if it is
damaged, defective or if parts of the product or
accessory is missing or are different from what was
ordered basis the product description displayed on
luluhypermarket.in.

In addition to the abovementioned conditions, we will
accept the return if you keep the Products in its original
condition, along with brand outer box, MRP tags
attached, user manual, warranty cards, and original
accessories in manufacturer packaging for a successful
return pick-up.

We may contact you to ascertain the damage or defect
in the Product prior to issuing refund.
BooksNon- Returnable

Products under this category are non-returnable due to
consumable nature of the Product. However, in an
unlikely event of you having concerns with the quality
or physical condition of the Product delivered, you may
return the Product on door-step delivery for the
abovementioned reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.
Fashion Jewellery7 days Returnable

The Products under this category are returnable within
7 days from the date of delivery.

We will accept the return if you keep the Products in its
original condition, along with brand outer box, MRP
tags attached, user manual, warranty cards, warranty
certificate and original accessories in manufacturer
packaging for a successful return pick-up.
All Pet Food (including Dog, Cat, Bird, Fish, Turtle etc.)
and Grooming Aids and Accessories, Cat Litter &
Accessories, Health & Hygiene, Harness and Collars
Non- Returnable

Products under this category are non-returnable due to
hygiene/ personal care/wellness, and consumable
nature of the Product. However, in an unlikely event of
you having concerns with the quality, freshness or
physical condition of the Product delivered, you may
return the Product on door-step delivery for the
abovementioned reasons.

We may contact you to ascertain the quality, freshness
or physical condition of the Product prior to issuing
refund.

In case you receive a Product that is different from what
was ordered basis the Product description provided on
luluhypermarket.in, you may contact
luluhypermarket.in customer care for initiating
return/refund process within 48 hours of the delivery
of the Product.
Auto Care (car freshener, cleaning kits, brake fluid and
lubricants, paint care, wax and shampoos, batteries
and accessories)
Non- Returnable

Products under this category are non-returnable due to
consumable nature. In the rare event you receive a
damaged, defective or different Product, you may
return the Product on door-step delivery for the
abovementioned reasons.

Raising a request for refund beyond 24 hours of order
delivery will result in your refund request being
rejected.