Terms and Conditions

These Terms and Conditions govern your use of the Lulu hypermarket’s e-commerce website (the “luluhypermarket.in site”). Please read them carefully as they affect your rights and liabilities under the law. By using the site and/or registering on the site, you agree to these Terms and Conditions and to our Privacy and Cookies Policy.

1. BASIS OF USE OF THE LULU HYPERMARKET SITE

The https://www.luluhypermarket.in/en-in site is provided to you free of charge for your personal use subject to these Terms and Conditions and our Privacy Policy. By using the https://www.luluhypermarket.in/en-in site you agree to be bound by these Terms and Conditions and our Privacy Policy.

1.2 These Terms and Conditions govern your use of the https://www.luluhypermarket.in/en-in site in general, the products that you purchase in LuLu stores and on the https://www.luluhypermarket.in/en-in site and all services provided in connection with them.

2.REGISTRATION

2.1 You must ensure that the details provided by you on registration or at any other time are correct and complete.

3. AMENDMENTS

We may update these Terms and Conditions at any time by revising details of this page. We recommend that you visit this page every now and then to see the changes made, as they are binding on you whenever you choose to continue purchasing products in our stores and the luluhypermarket.in online shop, and if you continue to use the site. These Terms and Conditions were last updated on 8th May 2019.

3. PASSWORD AND SECURITY

3.1 When you register to use luluhypermarket.in you will be asked to create a password. You should keep this password confidential and not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If Lulu Hypermarket has a reason to believe that there is likely to be a breach of security or misuse of the Lulu Webstore site, we may require, you to change your password or we may suspend your account.

4. INTELLECTUAL PROPERTY

4.1 The content of the luluhypermarket.in is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the luluhypermarket.in site on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Lulu Webstore site without written permission from Lulu Hypermarket.com.

4.2 No license is granted to you in these Terms and Conditions to use any trademark of Lulu Hypermarket, or its affiliated companies.

5. LIMITATIONS

5.1 You may not use the luluhypermarket.in site for any of the purposes set out below (this includes any use by you of the Community sites - see paragraph 6 below for further information about the Community sites):

  • Gaining unauthorised access to other computer systems
  • Interfering with any other person’s use or enjoyment of the https://www.luluhypermarket.in/en-in site
  • Interfering with any other person’s use or enjoyment of the https://www.luluhypermarket.in/en-in site
  • Making, transmitting or storing electronic copies of materials protected by
  • Transmitting material containing any form of advertising or promotion for goods and services, junk mail, chain letters or “spam” Impersonating another person
  • Referring to specific website addresses outside of the luluhypermarket.in site
  • Advertising.

5.2 luluhypermarket.in reserves the right to refuse to post material on the luluhypermarket.in site or to remove material already posted on the luluhypermarket.in site. You must not try to re-post material that luluhypermarket.in, has refused to post on the Lulu Hypermarket site or has previously been removed from the luluhypermarket.in site.

5.3 You will be responsible for all losses, costs and expenses reasonably incurred by us, all damages awarded against us by a court and all sums paid by us as a result of any settlement agreed by us arising out or in connection with:

  • Any claim by any third party that the use of the luluhypermarket.in site by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or is in breach of any applicable law, regulation or code of practice; and
  • Any claim by any third party that the use of the luluhypermarket.in site by you infringes that third party's copyright or other intellectual property rights of whatever nature.

5.4 By submitting material you are granting luluhypermarket.in a perpetual, royalty-free, non-exclusive licence to reproduce, modify, translate, make available, distribute and sublicense the material in whole or in part and in any form.

6. USE OF COMMUNITY SITES

6.1 The luluhypermarket.in site includes a number of community sites, which may allow users to interact with each other via message boards, and other user forums (the “Community sites”).

6.2 We advise you not to post or in any way reveal any of your personal details on the Community sites (for example, your address, telephone number or email).

6.3 The luluhypermarket.in site does not control or moderate the content placed on the Community sites. However, luluhypermarket.in reserves the right to refuse to post material, to remove material posted on the Community sites and to contact you in the event that there are concerns about the content you have added to a Community site. The site may review or edit the content of the Community sites.

6.4 luluhypermarket.in makes no representations as to the validity of any opinion, advice, information or statement displayed on the message boards by third parties. You are solely responsible for the content of your messages posted on the message boards and the views expressed by individuals do not represent the views of luluhypermarket.in.

7. THIRD PARTY WEBSITES

As a convenience to luluhypermarket.in customers, the luluhypermarket.in site may include links to other websites or material. luluhypermarket.in is not responsible for any of these websites or material, which is beyond its control.

8. ADVERTISING AND SPONSORSHIP

Some areas within the luluhypermarket.in site may contain advertising and sponsorship. Third party advertisers and sponsors are responsible for ensuring that material submitted for inclusion on the luluhypermarket.in site complies with relevant laws and codes. We will not be responsible for any error or inaccuracy in advertising and sponsorship material provided by third parties.

9. AVAILABILITY OF THE LULU HYPERMARKET SITE

9.1 luluhypermarket.in aims to offer a fault-free service. However, if a fault occurs in the service you should report it to the customer services (see paragraph 24 below for contact details) or by email at [email protected] and we will attempt to correct the fault as soon as we reasonably can.

9.2 luluhypermarket.in site may occasionally restrict access to the site to allow for repairs, maintenance or the introduction of new facilities or services.

9.3. Some purchases made on the luluhypermarket.in site will also be governed by specific product terms – If you are unsure about anything related to purchasing of any product please contact customer services for further assistance.

10. DESCRIPTIONS AND PRICES OF PRODUCTS

10.1 We have taken care to describe and show products as accurately as possible. Despite this, products may vary from their descriptions, product images are for representation purposes only and may vary slightly from the actual product. If there is anything that you do not understand, or if you wish to obtain further information, please contact customer services (see paragraph 25 below for contact details). Descriptions/performances of products stated against each are based on the catalogue and technical literature printed by the manufacturers/agent. Therefore, the write up provided against each product is not that of luluhypermarket.in and subject to change without prior notice.

10.2 Price may sometimes differ between LuLu Stores and luluhypermarket.in; you will be charged the price on the luluhypermarket.in upon use of this site. We are under no obligation to honour any in-store price or promotion in the event that it differs from those on the luluhypermarket.in site.

10.3 If, by mistake, we have underpriced a product, we will not be liable to supply that product to you at the stated price, provided that we notify you before we dispatch the product to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the product at that price. If you decide not to order the product, we will give you a full refund on any amount already paid for that product in accordance with our refund policy in paragraphs 16 & 17 below.

10.4 The payment may be processed prior to luluhypermarket.in dispatch of the product that you have ordered. If we have to cancel the order after we have processed the payment, the said amount will be reversed back to your credit card account. No cash disbursement shall be made under any condition whatsoever.

10.5 The price of a product does not include the delivery charge, which will depend on the delivery method you choose and will be added during checkout. See paragraph 15 below.

11. AVAILABILITY

11.1 All products advertised are subject to availability or while stocks last (as may be applicable).

11.2 We try to ensure that we always stock the full product range and will let you know if the product is out of stock. If for any reason beyond our reasonable control we are unable to supply a particular product, we will not be liable to you except to ensure that you are not charged for that product.

11.3 In the interests of all our customers, we may place restrictions on bulk buying of some products. luluhypermarket.in reserves the right at our sole discretion, to limit the quantity per person, per household or per order. The said limitations may be applicable to orders placed by the same account, the same credit card and also to orders that use the same billing and/or shipping address. luluhypermarket.in will provide notification to the customer should such limits be applied.

12. ACCEPTANCE OF ORDERS

12.1 Your order is an offer to buy from us. We will send you an order acknowledgement email detailing the products you have ordered.

12.2 Nothing that we do or say will amount to any acceptance of your offer until we send you an email notifying you of the order acknowledgment. At this point, a contract will be made between us for you to buy and for us to sell the products that you have ordered from us.

12.3 After the time the contract is made, you cannot amend your order (but please see your right to cancel an order in paragraph 15 below).

12.4 At any point up until the contract is made, we may decline to supply a product to you. If we decline to supply a product to you and you have already paid for it, we will give you a full refund of any amount already paid for that product in accordance with our refund policy in paragraphs 16 & 17 below.

13. DELIVERIES

13.1 Delivery will be made to the address specified when you complete the order. At point of delivery, identity verification of the Consignee by sighting either an original id proof Eto support consignee verification, will be required by our courier partners.

13.2 Please note that we do not do international shipping.

13.3 We use a variety of delivery methods, depending on the size of the product you order. Some products are delivered directly by our supplier and the supplier will contact you to arrange delivery.

13.4 Whilst we make considerable effort to deliver all your products within 48 working hours of the date of your order, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control. We shall contact you to let you know if we are having any problems getting a product to you within that time. Supplier delivered products for areas outside of main city limits that are classed as remote or semi remote may take up to 5 working days dependant on supplier schedules. (Contact Customer Support if further information is required)

13.5 Before ordering online you should check the following:

  • The item will fit through the doors.
  • The item will fit the exact space allocated in your house.
  • There is a clear path between the road and your front door.
  • If you live in an apartment, the lift is adequate to take delivery in size and weight.
  • If there are any access difficulties, please inform us in advance, on the day you should ensure that:
  • There is a clear path to your house.
  • Your floors are covered to prevent scuffing.
  • Any delicate objects are put in a safe place.

14. CANCELLING YOUR ORDER IF YOU CHANGE YOUR MIND

14.1 If you the customer cancel the order, luluhypermarket.in shall cancel the order as per your request. However, the online transaction charges will not be refunded. The cost of delivering and re-picking charges will apply if the product has been shipped. luluhypermarket.in will not be able to cancel orders that have already been shipped. luluhypermarket.in has the full right to demonstrate whether an order has been shipped or not. The customer agrees not to dispute the decision made by luluhypermarket.in and accept luluhypermarket.in decision regarding the cancellation.

14.2 For details of how to cancel your order please visit our returns and refunds page or contact customer support on 0484 6676666.

15. FAULTY PRODUCTS

If your products arrive damaged or they are faulty, you may return them and obtain a refund or replacement product. Please visit our returns and refunds for details of how to return them and details of our replacement and refund policy.

16. REFUNDS ON luluhypermarket.in SITE

If you are entitled to a refund, we will refund you according to the following criteria:

16.1 luluhypermarket.in is unable to procure products: a reasonable time of 7-10 days from the date of authorization has to be given.

16.2 Products are not working upon delivery.

16.3 Products are lost in deliveries.

16.4 Product cannot be repaired.

16.5 Refunds for products purchased under a promotional offer will be based on the terms of the promotional price.

16.6 Refund settlement will only be affected once the bank has refunded the money, which is the next billing cycle from the date of application of refund.

16.7 luluhypermarket.in will refund the delivery charge in full if you return all products of your order at the same time. If you choose to keep some of the products, we may retain the balance of the delivery charge that applies to the products you keep.

16.8 Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.

16.9 We provide 7 Days money back guarantee if you change your mind, provided that the merchandise is as new, in a re-sellable condition and the consumables ( cartridges, blank tapes, CD’s or DVD’s) and accessories ( cables, chargers, batteries...) are still sealed, refund can be granted upon approval of luluhypermarket.in within 7 days after delivery. (Exceptions apply). However, the normal delivery or supplier delivery charge as well as card transaction charges will be charged back as well as any additional charges incurred by courier collection.

17. REFUNDS ON luluhypermarket.in SITE

The return and exchange policies in LuLu stores, the physical shops, fall under the following criteria.

17.1 EXCHANGE/RETURNS POLICY FOR SUPERMARKET DEPARTMENT

Sections in the department:

  • Beverages – Cold, Juice, Drinks (long life)
  • Water, Sugar
  • Pet Care
  • Grocery – Food
  • Grocery – Non-food
  • Health and Beauty
  • Chilled and Dairy
  • Roastery

17.1.1 Goods returned within seven (7) days will be exchanged for items of the same value, provided that the goods returned have not been used in any way and are not opened with original pos invoice.

17.1.2 If the customer does not want to use the item for whatsoever reasons, carries a receipt and have not been used, then the same could be exchanged or a credit note could be issued if the customer insists.

17.1.3 All product exchanges, product returns, exchange voucher, and credit notes should be approved with the signature of manager on duty, as well as verifying the product matching with serial number (perusable items to be cleared instantly).

17.1.4 If the purchased product is past its expiry date.

17.1.5 If a product is defective (to be verified based on T&Cs printed on warranty invoice stationery), LuLu will first try to repair it. If it is not repairable, then the item will be exchanged for the same value.

17.1.6 For the products that cannot be repaired or exchanged, an exchange voucher / credit note will be issued. Respective store management reserves the right to take decisions on refund. Refund is only done upon approval of store management concerned.

17.1.7 If the customer brings products that are found to be spoilt at the time of purchase, or the goods are not of satisfactory quality, the customer service supervisor, with the consent of manager on duty and with the assistance of the section supervisor, can follow the normal procedures of exchange, return and refund.

17.2 EXCLUSION FROM EXCHANGE/RETURN:

17.2.1 Due to hygienic reasons, no exchange, return or refund will be offered on lingerie, cosmetics, perfumes, and personal grooming products, like shavers, trimmers, and epilators once used.

17.2.2 For frozen foods, chilled and dairy products on which temperature inconsistencies can happen, we do not provide any exchange, return and refund once sold and taken out from the store (be the case of a purchase made on the same day with the limited time as well temperature).

7.2.3 Products damaged while being used do not qualify for repair, exchange or refund, in reference to physical damage.

17.3 EXCHANGE/RETURNS POLICY - FRESH FOOD DEPARTMENT

Sections in the department:

  • Frozen food
  • Fruits and vegetable
  • Bakery
  • Delicatessen
  • In-house kitchen (ready-to-eat food)
  • Meat
  • Fish

17.3.1 As a rule, there is no exchange and return on fresh food items once sold and taken out from the store.

17.3.2 On perishables, there is no exchange and refund. However, if it is spoilt at the time of purchase, an exchange could be provided.

17.3.3 If the customer has purchased a wrong product and is returning the same immediately after the purchase,an exchange note could be considered.

17.3.4 An item which is past its expiry date qualifies for exchange.

17.3.5 If the product is not of the quality expected, the same can be returned within the same day of purchase and an exchange note could be issued. Exchange could be considered, as long as it is supported by the original receipt or invoice.

17.3.6 If the customer insists for return, customer service supervisor can always contact the supervisor concerned for further assistance.

17.3.7 Item returned should not be mixed with the normal items and should be disposed immediately.

17.3.8 Exchange voucher, credit note and refund could be used as a last resort to retain the customer and prevent churn.

17.3.9 All product exchanges, product returns and exchange voucher/credit notes should have the approval and signature of manager on duty.

17.4 EXCHANGE/RETURNS POLICY -DEPARTMENT STORE

A. Sections in the department:

  • IT products
  • Stationery
  • Household
  • Electronics / Home Appliances
  • Textiles
  • Home Furnishing
  • Footwear
  • Luggage
  • Jeweler, ladies bags and accessories
  • Toys and sports
  • Telecom (recharge coupons and SIM cards)
  • Exchange/Return procedures:

17.4.1 Goods returned within seven (7) days will be exchanged for items of the same value, provided that the goods returned have not been used in any way and is not opened with original pos invoice as well as matching with the serial number (whereever it can be applied).

17.4.2 Goods returned should be in their original condition and packaging. The item(s) are unworn, unwashed, not used, altered, soiled or damaged and in a saleable condition.

17.4.3 Returned product needs to be in a condition deemed fit for resale.

17.4.4 A returned product, which is ordered and invoiced but is not delivered, could be accepted for exchange, return or refund.

17.4.5 For delivered items, if the customer opens the package and discovers an item that is damaged, the product is eligible for exchange, return or refund.

17.4.6 All product exchanges, product returns and exchange voucher / credit notes should be approved with the signature of manager on duty.

17.4.7 If the product does not last a reasonable time or the complaint is notified off at the desk within a reasonable time or is not in a reasonable condition, it could be accepted for exchange, return or refund.

17.4.8 If a wrong product is purchased or is sold by the merchandiser/LuLu staff.

17.4.9 Provision of exchange is applicable in case there is a manufacturing defect in the product (for products from textiles/toys/sports/footwear/home furnishing/luggage sections).

17.4.10 If the product is found to be not working properly or having any manufacturing defects (in the case of products from IT /Home appliances/Electronics section), the same need to be sent for repair.

17.4.11 If the item is not repairable, then it will be exchanged for the same value.

17.4.12 For the products that cannot be repaired or exchanged, an exchange voucher / credit note will be issued. Store management reserves the right to take decisions on refund.

17.4.13 Refund is provided only at the approval of store management concerned.

17.4.14 After-sales service is applicable on products like luggage, appliances, electronics, IT and imaging products provided by the authorised service centres of the respective manufacturers based on their warranty terms and conditions.

EXCLUSION FROM EXCHANGE/RETURN:

17.4.15 Service warranty is only valid for mobile phones and mobile phone accessories.

17.4.16 Exchange or return for mobile phones is applicable within the warranty period. If the handset has not been damaged through misuse, it will be sent for repairs.

17.4.17 For issues pertaining to exchange/return of mobile phones and accessories, advice of staff from mobile section or from the after-sales counter is to be taken on a mandatory basis.

17.4.18 It shall be the complete discretion of the store management concerned to issue exchange voucher / credit note and provide refund to be provided to retain the customer. It is again based on the discretion of the concerned management to prevent churn. Refund to be provided only at the approval of store management concerned and should be considered as the last option to solve the customer grievance.

17.4.19 Due to hygienic reasons, no exchange, return or refund on innerwear/underwear, lingerie, swimwear, earnings, body jewellery, perfumes, and personal grooming products like shavers, trimmers, and epilators once used.

17.4.20 Products that are damaged while in use do not qualify for repair, exchange or refund.

17.4.21 No exchange or return will be offered on books, magazines, CDs, office software’s, DVDs once sold and taken out from the store.

17.4.22 Garments, once altered, do not qualify for exchange and refund.

17.5 ISSUING AN EXCHANGE VOUCHER / CREDIT NOTE

17.5.1 A time bound exchange voucher / credit note is issued by LuLu to the customer, which is equivalent to the product value as per the original Proof of Purchase.

17.5.2 Goods spoiled or damaged within the warranty period could not be serviced.

17.5.3 When they do not meet the customer’s specifications and the customer insists to get the items returned & is in its Original Packing.

17.6 PROCEDURES FOR ISSUING AN EXCHANGE VOUCHER / CREDIT NOTE

17.6.1 Customer must present the original invoice (bill) at the customer service desk.

17.6.2 In normal return process, an exchange voucher/customer tax credit note can be issued with the consent and approval of the Section Supervisor, Customer Service Manager and the Manager on duty.

Products returned after seven (7) days need special consideration and the General Manager must mandatorily be informed in cases where the customer returns are more than seven (7) days after purchase.

  • In emergency situations, if the manager on duty is not reachable and the section staff member agrees to take back the item, an exchange voucher / credit note could be issued to the customer concerned after the customer service staff informs the General Manager. The immediate next Duty Manager must verify the exchange deposit and physically verify the product with the Section Supervisor.
  • It is mandatory to fill the following details on the Customer “Tax Credit Note”: 1. Customer Name & Mobile number 2. Name and Signature of Section staff/Section Supervisor, Customer Service Manager and Duty Manager. All approvals must be done on the spot of customer return by verifying the product and should not be done at the end of the day.
  • This approved Customer Tax Credit Note must be retained at the Customer Service desk always and handed over to the Cash Office at End of Day Operations.
  • The Accountant present at Cash Office must verify that all Customer Tax Credit Notes received are approved by all three (3) approvers.

17.6.3 Exchange voucher / tax credit note issued once could be redeemed within the validity period mentioned on the same. Exchange voucher / credit note issued may be redeemed in the store which issued the customer.

Customer relations supervisor should select the item from the bill, put a tick on the item to be returned, and scan the barcode of the receipt, or can enter the details from the receipt manually into the POS machine. A sample of the receipt is mentioned on the right side for reference. Details to be entered include Store number, POS number and receipt number. Once entered, the system will retrieve the receipt details and the supervisor needs to select the item that needs to be returned from the receipt. Go to the return option in the POS machine, select, enter the amount correctly and should make sure that the POS machine is showing a negative amount. Scan the exchange deposit code and press total to get the exchange voucher / credit note. Customer relations supervisor should put a tick on the item returned (the same needs to be done on the original receipt as well as on the exchange deposit receipt as well). No refund will be provided on exchange voucher / credit notes once issued.

When signing the exchange voucher / credit note, the customer service supervisor must write the name of the person who approved it.

18. PAYMENTS AND CARDS

18.1 Payment for your products will be taken at the time you place your order. Payments are done via Emirates NBD operating on a professional third-party cyber source payment gateway.

18.2 Your credit/debit card details will be encrypted to the highest standard and held on the Cyber source Host payment gateway, secure from hackers.

18.3 When ordering from the luluhypermarket.in, we accept orders only from web browsers that permit communication through Secure Socket Lawyer (SSL) technology, for example a 7.0 version or higher of Internet Explorer, version 3.5 or higher of Firefox, Chrome version 10 or higher and Safari version 5 of higher. This means that you cannot inadvertently place an order through an unsecured connection.

18.4 All customers will be charged in local currency relating to the country of order. If a foreign currency credit card is used, then any differences between approximation in any foreign currency and actual billing price on the customer’s card bill statement is probably attributable to different credit card companies charging different exchange rates.

19. FREE GIFTS AND PROMOTIONAL PRODUCTS

19.1 Free gifts and promotional products that are given away in conjunction with a purchase may be dispatched to you separately and delivery times may vary.

19.2 If you change your mind and return your product, you must also return any free gift or promotional product associated with the promotion and received by you as a result of that order. We may charge you a reasonable amount for the free gift if you do not return it.

20. AMENDMENTS

We may update these Terms & Conditions from time to time and any changes will be notified to you via the e-mail address provided by you on registration or via a suitable announcement on the luluhypermarket.in site. The changes will apply to the use of the luluhypermarket.in site after we have given notice. If you do not wish to accept the new Terms and Conditions, you should not continue to use the luluhypermarket.in site (including purchasing any products on the luluhypermarket.in site). If you continue to use the luluhypermarket.in site after the date on which the change comes into effect, your use of the luluhypermarket.in site indicates your agreement to be bound by the new Terms and Conditions.

21. RIGHT TO SUSPEND OR CLOSE YOUR ACCOUNT

21.1 We may suspend or close your account immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions. You will not be able to order products on the luluhypermarket.in site if your account is suspended or closed.

22. OUR RESPONSIBILITY TO YOU

22.1 The luluhypermarket.in site is provided by Lulu Hypermarket without any warranties or guarantees.

22.2 The luluhypermarket.in site may provide content from other internet sites or resources and while luluhypermarket.in tries to ensure that material included on the luluhypermarket.in site is correct, reputable and of high quality, it cannot accept responsibility if this is not the case. luluhypermarket.in will not be responsible for any errors or omissions or for the results obtained from the use of such information or for any technical problems, you may experience with the luluhypermarket.in site. If luluhypermarket.in is informed of any inaccuracies in the material on the luluhypermarket.in site, we will attempt to correct the inaccuracies as soon as we reasonably can.

22.3 In particular, we disclaim all liabilities in connection with the following:

  • Incompatibility of the luluhypermarket.in site with any of your equipment, software or telecommunications links; and
  • Technical problems including errors or interruptions of the luluhypermarket.in site.

22.4 If we are in breach of these Terms and Conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you order the relevant product or the time you otherwise use the luluhypermarket.in site.

22.5 Because we sell products for personal use only, our responsibility to you shall not include any business losses, such as lost data, lost profits, lost sales or business interruption.

23. MISCELLANEOUS

23.1 You may not transfer any of your rights under these Terms and Conditions to any other person. We may transfer our rights under these Terms and Conditions to another business where we reasonably believe your rights will not be affected.

23.2 If you breach these Terms and Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Terms and Conditions.

23.3 Neither party shall be responsible for any breach of these Terms and Conditions, caused by circumstances beyond that party's control.

23.4 Except as expressly set out in these Terms and Conditions, all use of your personal information will be made in accordance with our Privacy and Cookies Policy.

24. CUSTOMER SERVICES

If you have any queries about online matters, please contact us online [email protected] or via telephone:0484 6676666 9.00 AM to 6.00 PM.

Grievance officer

In accordance with Information Technology Act 2000 and rules made there under and the Consumer Protection (E-Commerce) Rules, 2020, the name and contact details of the Grievance Officer are provided below:

Name : Mr. Mohammed Salih

Lulu International Shopping Malls Pvt ltd.
50/2392,N.H.17 Edappally,Kochi-682 024

Email : [email protected]
Contact : 0484 6676666
Time : Mon - Sat (9:00 - 18:00)

25. STANDARD ECOUPON TERMS & CONDITION

25.1 Using E-Coupons

  • In addition to the rest of these Terms and Conditions, this paragraph 25 (the “E-Coupon Terms and Conditions”) applies specifically in addition to the use of electronic coupons issued by luluhypermarket.in (“E-Coupons”).
  • E-Coupons can only be used on the luluhypermarket.in site, subject to these Terms and Conditions and any other specific conditions notified to you on the issue of an E-Coupon. No E-Coupon is redeemable through any website owned or operated by Lulu Hypermarkets or through any other LuLu outlet (for instance, E-Coupons cannot be used for purchases from the Lulu Stores).
  • An E-Coupon is redeemed by entering its code at the appropriate point in the online purchase/checkout process. Redemption may be subject to you providing proof of entitlement to use the E-Coupon.
  • Your use of an E-Coupon indicates your agreement to be bound by the E-Coupon Terms and Conditions.
  • Your use of an E-Coupon indicates your agreement to be bound by the E-Coupon Terms and Conditions.

25.2 Distribution of E-Coupons

  • E-Coupons are, and remain at all times, the property of luluhypermarket.in
  • The right to use an E-Coupon is personal to the original recipient and may not be transferred. No E-Coupon may be copied, reproduced, distributed, or published directly or indirectly in any form or by any means for use by an entity other than the original recipient, or stored in a data retrieval system, without the prior written permission of luluhypermarket.in
  • E-Coupons distributed or circulated without the written approval of luluhypermarket.in for example on an Internet message board, etc. are not valid for use and may be refused or cancelled.

25.3 Permitted usage of E-Coupons

  • Unless expressly stated otherwise at the time of issue of the E-Coupon:
  • Each issued E-Coupon will be valid for use by a recipient only once;
  • Only one E-Coupon will be valid for use per customer or household, as the case may be;
  • An E-Coupon may not be used in conjunction with any other special offer or E-Coupon.
  • E-Coupons cannot be exchanged for cash or used to purchase gift vouchers.

25.4 Excluded goods and services

  • Certain goods or services may be excluded from all E-Coupon offers. From time to time other goods or services may be excluded and any such further exclusion will be notified to you along with the E-Coupon or through the luluhypermarket.in site.
  • E-Coupons may be limited to redemption in respect of certain products or services or certain products or services may be excluded from the ambit of use of the E-Coupon, in which case notice will be given to you at the time of issue of the E-Coupon.
  • Excluded goods and services will not count towards any qualifying conditions for offers and will not benefit from any promotional discount.

25.5 Minimum spend requirements

  • Where the redemption of an E-Coupon is subject to a minimum spending requirement, the redemption is only permitted in respect of the purchase of qualifying products that will be communicated to you at the time of issue of the E-Coupon. Excluded products and supplementary charges, such as delivery shall not count towards a minimum spending requirement.

25.6 Calculation of Discount

  • Where an online offer states that a percentage discount will be given on a purchase, the cost of the qualifying purchases will be reduced by the stated discount percentage.
  • Supplementary charges such as delivery charges shall not be discounted unless specifically stated in the offer description.

25.7 Security and Fraud

  • When you use an E-Coupon you warrant to luluhypermarket.in that you are the duly authorised recipient of the E-Coupon and that you are using it in good faith.
  • If we reasonably believe that any E-Coupon is being used unlawfully we may reject or cancel any E-Coupon and you agree that you will have no claim against us in respect of any rejection or cancellation.
  • If we refuse an E-Coupon submitted as part of an order, for any reason, we will inform you before the order is dispatched to advise of the correct cost of the order and give you the opportunity to cancel the order.

25.8 Limitation of liability

  • Orders submitted with E-Coupons shall be accepted by luluhypermarket.in in the usual way (as set out in paragraph 25 above).
  • luluhypermarket.in shall not be liable to any customer for any financial loss arising out of the refusal, cancellation or withdrawal of any E-Coupon or any failure or inability of a customer to use an e-Coupon for any reason.

25.9 Variation

We reserve the right to vary or terminate the operation of any E-Coupon at any time without notice.

The luluhypermarket.in site is owned and operated by Lulu Hypermarket India Pvt. Ltd.

26.Cancellation of Products

If a Customer intends to cancel the purchase of a Product offered through a Promotion, and such cancellation has been accepted by Lulu, such Customer shall be entitled to a refund of the exact amount paid by the Customer for purchase of such Product or Products on the Platforms.

By way of an illustration:

26.1. A Customer’s order reflects the purchase of a single Product whose MRP is INR 1000, with an offer price of INR 800, and a E-Coupon Discount of 20%, and the Customer makes an online payment of a sum of INR 640 at the time of placing the order on the Platforms. Upon cancellation of the Product the Customer will be entitled to a refund of INR 640.

26.2. A Customer’s order reflects the purchase of two Products: (a) the first Product whose MRP is INR 1000, with an offer price of INR 800, and a E-Coupon Discount of 20%, totalling up to INR 640, and (b) the second Product whose MRP is INR 1,500, with no applicable Discounts. The Customer makes payment of a total amount of INR 2140 through any valid sort of payment at the time of placing the order on the Platforms. Upon cancellation of the first Product, the Customer will be entitled to a refund of INR 640. Upon cancellation of the second Product, the Customer will be entitled to a refund of INR 1,500. Upon cancellation of both the Products, the Customer will be entitled to a refund of INR 2140.

 

26.3 (a) If a customer adds two or more products in cart, the discount through E-coupon will be divided among the products i.e., each product will share a certain percentage of the total discount.

 

         (b)If the promotion is applied on the total cart value and the cancellation of an item reduces the total cart value which makes the promotion ineligible on cart value, then the promotion amount is discounted from the refunded amount of the cancelled item.

27 Return of Products

If a Customer desires to return a Product or Products which have been purchased during the term of a Promotion, and such return has been accepted by Lulu, the Customer shall be entitled to a refund of the exact amount paid by the Customer for purchase of the Product or Products on the Platforms. By way of an illustration

27.1. A Customer’s order reflects the purchase of a single Product whose MRP is INR 1000, with an offer price of INR 800, and a E-Coupon Discount of 20%, and the Customer pays a sum of INR 640 for purchase of the Product, the Customer will be entitled to a refund of INR 640

 

27.2 A Customer’s order reflects the purchase of two Products: (a) the first Product whose MRP is INR 1000, with an offer price of INR 800, and a E-Coupon Discount of 20%, totalling up to INR 640, and (b) the second Product whose MRP is INR 1,500, with no applicable Discounts. Upon return of the first Product, the Customer will be entitled to a refund of INR 640. Upon return of the second Product, the Customer will be entitled to a refund of INR 1,500. Upon return of both the Products the Customer will be entitled to a refund of INR 2140.

27.3 (a) If a customer adds two or more products in cart, the discount through E-coupon will be divided among the products i.e., each product will share a certain percentage of the total discount.

        (b)If the promotion is applied on the total cart value and the cancellation due to return of an item reduces the total cart value which makes the promotion ineligible on cart value, then the promotion amount is discounted from the refunded amount of the cancelled item.

1.     Lulu Happiness Loyalty & Rewards.

Lulu Happiness Loyalty & Rewards is a reward program (hereinafter referred to as “Program”) operated by Lulu International Shopping Malls Private Limited and Lulu India Shopping Mall Private Limited (hereinafter referred to as “Lulu”). This Program is applicable from 17th day of October 2023 and will be valid until its terminated/cancelled. Membership and participation in this Program are optional. A member registered with the program is deemed to have read the terms and conditions of the program along with the privacy policy and agrees to comply with the same.  After registration, the Members will earn Reward Points when valid purchases are made at participating Lulu Celebrate, Lulu Fashion, Lulu Hypermarket, Lulu Connect & Lulu E-Commerce/Online (hereinafter referred to as “Lulu Outlets”), and other Non-Lulu outlets inside Lulu Malls across India. The terms and conditions relating to the membership, earning and redeeming of points under this Program and its benefits are offered at the sole discretion of Lulu and Lulu has every right to modify, vary or change the terms and conditions from time to time without notification.

2.     Eligibility:

Any person can sign up for the Program provided if he/she is competent to enter into a contract as per Indian Contract Act, 1872.

 

3.     Program Categories and Its Features:

 

Tiers: The program comprises of 2 Tiers namely Joy and Bliss. On registration with the Program, the Member enters into Joy Tier. The Member continues to be in Joy Tier till the annual spent in Lulu Outlets is below Rs.30,000/-. The Member is upgraded to Bliss Tier if the annual spent is above Rs.30,000/- at Lulu Outlets. Annual spend is the amount spent by the Member for each year from the date of registration. The amount spent by Member in more than one year cannot be combined or carried forward to the next year to calculate the annual spend. The Member will be able to use the bliss benefits on next purchase following the purchase which qualifies him to bliss tier. The membership to Bliss Tier is only for the spent at Lulu Outlets only.

Point System:

A)   “Smiles” Reward Point.

                 i.          The member who purchases from Lulu Outlets will earnSmiles” based on their tiers for every eligible spend.  For Lulu online spends, the smiles will be credited after 15 days from the date of spend. For more information on the “Smiles” reward point, please visit the link www.luluhappiness.in.

               ii.          For the purchase from Lulu Fashion Stores, smiles will be earned, only in the following categories:-

i)Textiles, ii) Home Furnishing, iii) Footwear, iv)Luggage, v)Jewellery, vi) Ladies Bags & Accessories, vii)Toys viii) watches ix) Sports & Fitness, x)Eye Wear, xi) Blsh.

 

 

 

 

B)    Cheers” Reward Point.

The member who purchases from non-Lulu outlets inside Lulu Malls across India  will earn “Cheers” for every eligible spend. For every Rs.100 spent on Non-Luxury Stores, the member earns 10 “Cheers”. For every Rs.1000 spent on Luxury Stores, the member earns 10 “Cheers”. The Conversion rate of 10 “Cheers” = Rs.1. “Cheers” has a validity of 1 Year from the date of accumulation. The luxury stores in the Lulu malls are as per the below table:

 

 

Sr.No

Mall

Store

1

Lulu Mall-Bengaluru

Kalyan Jewellers, Swa Diamonds, Swiss Time House.

2

Lulu Mall-Trivandrum

Josco Jewellers, Jos Alukkas, Kalyan Jewellers, Swa Diamonds, Bluestone, Mia by Tanishq, Alma Carino, Kairali Jewellers, Rado.

3

Lulu Mall -Kochi

Rado, Swiss Watch Boutique ,Mia by Tanishq, Malabar Gold and Diamonds, Josco Jewellers.

4

Lulu Mall -Lucknow

Kalyan Jewellers, Melorra, Bluestone, Mia by Tanishq, Caratlane, Swa Diamond, Malabar Watches (Rado and Rolex only).

5

Y-Mall

NA.

 

 

 

4.      Conditions Pertaining to Program.

 

For Smiles (Lulu Outlets):

                 i.          The Smiles get accumulated in the Member account if the member completes the purchase using the registered mobile number in the bill counter. Upon accumulation of the Smile reward points, the member can redeem the reward points against the  spent in Lulu outlets by providing the registered mobile number. The rewards points are subject to change as per the ongoing promotions/offers and events.

               ii.          On registration with the Program, the Member enters the joy tier and the member will be upgraded to Bliss tier  when the annual spend is Rs. 30, 000/- and more.

             iii.          On eligible spent at Lulu Outlet, the tier evaluation will happen within a day and account will be upgraded to Bliss if the annual  spend is Rs.30,000/- or more. The tier will get further evaluated after 365 days from the tier upgradation date based on the amount spent during the said period. The Bliss tier will be downgraded to Joy tier if the member fail to maintain a minimum spent  of Rs. 30,000/- from Lulu Outlets on the next date of evaluation. The Member will be upgraded to Bliss again if the annual spend from the down-gradation date is Rs.30,000/- or more.

             iv.          For E-commerce/Online spends the amount consideration for tier upgradation and the points crediting will be done post the cooling period of 15 days from the date of purchase. There will not be any points provided for any fee charged for Ecom orders (convenience and delivery fee). The convenience fee and delivery fee paid using the Smiles will not be refunded in case of a return.

                v.          The member’s mobile number should be presented to the cashier or authorized personnel before billing or completion of transaction to earn Points, failing which points will not be credited and LULU shall not be responsible for the same. Member shall be solely responsible to ensure that Points and transactions are properly credited by the Store representative. No requests for retro-credit, i.e. No Manual credit request of points of past bills will be entertained.

 

 

 

For Cheers (Non Lulu Outlets):

 

                 i.          The Member should upload the clear copy of the bill/invoice capturing the invoice number, date, amount and shop name within 15 days from the date of billing in the Lulu Happiness App to accrue cheers. Delivery memos will not be considered for Cheers.

               ii.          If any bill/invoice gets rejected the same will be reflected on the webpage/App and the member has to re-submit  the bill/invoice.

             iii.          The Cheers accumulated can be redeemed through vouchers and coupons.

             iv.          The member can collect vouchers and coupons  from the loyalty desk in the respective Lulu Malls upon selecting the same for redemption from the Lulu Happiness App.

               v.          The Member has to collect the Vouchers/Coupons  within seven days from the date of selection for redemption. If the member fails to collect the voucher/coupon within 7 days, the selection for redemption will be cancelled automatically and the selected Cheers points will be reflected back on the App.

             vi.          If a member selects for redemption of  the voucher/Coupon which is having expiry of less than 7 days, it should be collected on or before the expiry date.

            vii.          The Member can redeem the Cheers through vouchers/Coupons from all Lulu Malls located in different parts of the country. However, redemption of the voucher/coupon should be done at the respective Mall from which the vouchers/coupons are offered.

          viii.          It is the responsibility of the Member to carefully select the Mall for voucher/coupon redemption. Once, a voucher/coupon is redeemed from a specific Mall, it cannot be transferred to another Mall or Account. The Mall selected for redemption by the Member shall be final and cannot be revoked.

             ix.          Member shall check the expiry date and terms and conditions of each Vouchers/Coupons which are redeemed. Lulu shall not be responsible for any disputes regarding the expiry of such Vouchers/Coupons.

               x.          The Member who has redeemed Cheers should carefully review the brand Terms & Conditions before getting the vouchers/coupons from the loyalty desk with respect to the program. If not, Lulu shall not be responsible for any issues arising out of this.

             xi.          The method of allotment of the Cheers can be cancelled/changed at any point of time at the sole discretion of Lulu. Vouchers/Coupons dispersal is at the sole discretion of Lulu and valid till the stocks are available.

            xii.          The Cheers will automatically expire after 12 months from the date of earning the same irrespective of the tiers. Lulu will send notifications via SMS regarding the expiry of the Cheers to the Member within the month of expiry. All communications/notifications will be deemed to have been received by the member and Lulu will not be responsible for any communications/notifications not received or lost in the network or by any other means. It is the sole responsibility of the Member to update any change in his/her mobile number. Lulu shall not be answerable/liable for such omissions from the part of the Member.

          xiii.          Smiles and Cheers Points cannot be clubbed or transferred.

 

 

 

Other terms:

                 i.          Reward points will not be inclusive or be a part of any Foreign Exchange/Money Exchange transactions through Forex Outlets.

               ii.          Lulu may conduct promotional activities from time to time. Such campaigns are subject to terms and conditions specific to it.

             iii.          Members are advised to retain all bills until credit of Points. Members are advised to check immediately after billing that their name and points is reflected.

             iv.          Gifts, Rewards & Prizes are not eligible for exchange and refund.

               v.          Any Bills/Invoices purchased from Non-Lulu Outlets, which are uploaded to the Lulu Happiness App should always contain Bill/Invoice date & number, Amount and Shop Address. The Bills/Invoices which does not reflect the aforesaid shall be rejected and will not be rewarded with Points. Lulu will not accept any bills of other Retail Stores Located outside the premises of Lulu Malls.

             vi.          The Program/terms and conditions  is subject to amendments and alterations at the sole discretion of  Lulu without any prior notification. The Lulu Happiness Desk will be functional from 10 AM to 10 PM (Monday to Sunday).

            vii.          Offers and Vouchers/Coupons will keep changing as per availability.

          viii.          Lulu reserves the right to add, alter, modify, change, vary or delete all or any of these terms and conditions (including the timing/dates/hours), wholly or in part, at any time, without assigning any reason whatsoever at any point of time and without giving any prior notice and the Member agrees to abide by such additions, alterations, modifications and changes. Lulu reserves the right to discontinue/suspend existing Happiness Program temporarily or permanently.

             ix.          Bills/Invoices that of Company purchase/institutional purchase which have GST benefits are not eligible for Cheers and Smiles. If any company/institutional purchase Invoice/Bill that have GST benefits are identified, Lulu has the right to cancel/block the account or reverse/reduce the Cheers/Smiles accumulated in the account of Member without any prior notice. Lulu Happiness Program is solely based on personal purchase and member can accumulate/ redeem Cheers/Smiles only on points earned from these Invoice/Bill submissions. No Points shall be credited if the membership is used by an institution/ organization/ reseller/ bulk buyer for purchase of goods or services.

               x.          Membership to Lulu Happiness Program confirms and affirms acceptance of all the terms & conditions herein by the Member without demur.

             xi.          Lulu’s liability shall be limited to the extent of the then current value of outstanding Smiles and Cheers standing to the credit of Member as per the record maintained by Lulu. In no event shall Lulu be liable for any special, indirect or consequential damages or any damages whatsoever resulting from use of the Lulu Happiness App or website, whether in an action of contract, negligence or other tortious action.

            xii.          Lulu reserves the right to terminate the Membership of any member at its discretion.

          xiii.          Lulu will not be responsible for any loss of Points due to misuse of member’s mobile number or loyalty ID.

          xiv.          LULU’s computation of Points in the Program shall be final and binding on member and member shall not raise any dispute or question in respect of the same.

            xv.          For Birthday Month Surprises, Member will have to update the email id at least 45 days prior to his/her birthday for availing the benefits.

          xvi.          Purchase on gift card will not accrue any points.

 

 

5.     Intellectual Property Rights

The Member acknowledges that access to this platform does not confer and shall not be considered as conferring upon any one any license under any of Lulu’s or any third party’s intellectual property rights. Lulu expressly reserves all intellectual property rights in all texts, programs, processes, technology, content and other materials which appear on the platform.

All rights including trademarks, copyright, designs and patents on this platform is owned by Lulu.

Any use of this platform or its contents including copying or storing it either in whole or in part, is prohibited without the permission of Lulu.

The names and logos and all related products and service names of Lulu, design marks and slogans are the service marks of Lulu.

Lulu is not responsible for content of any third party sites and does not make any representation regarding the content or accuracy of materials on such sites. Customers deciding to link to any such third party websites are doing entirely at their own risks.

 

6.     Objectionable Material

While all IT security measures are taken to ensure wholesome and socially acceptable content are available on Lulu platform, notwithstanding the best efforts the customer understands and accepts the risk that while using this platform or any services provided on this platform, one may encounter Content that may be deemed by some to be offensive, indecent, or objectionable, which Content may or may not be identified as such.

Lulu and its affiliates shall have no liability to Customer for Content that may be deemed offensive, indecent, or objectionable to you.

 

7.     Representations & Warranties with respect to physical gift items

       i.          Lulu cannot be held responsible for any defect including manufacturing defects in the products given as physical gift items.

     ii.          The product needs to be verified/checked at the desk before redeeming your loyalty points in exchange of the product.

   iii.          Lulu has the authority to determine the value of the product in terms of Loyalty points which could be subject to alteration as per the discretion of the Lulu Management.

   iv.          The Loyalty Product cannot be exchanged for cash or credit note.

     v.          Lulu does not guarantee that the product is defect free. Lulu will be the sole custodian of the products and the products will be issued on a “first come first serve” basis.

 

8.     Indemnity

The Member agrees to defend, indemnify and hold harmless Lulu, its employees, directors, officers, agents and their successors and assigns from and against any and all claims, liabilities, damages, losses, costs and expenses, including attorney's fees, caused by or arising out of claims based upon Member’s actions or inactions, which may result in any loss or liability to Lulu or any third party including but not limited to breach of any warranties, representations or undertakings or in relation to the non-fulfilment of any obligations under this Terms & Conditions or arising out of violation of any applicable laws, regulations including but not limited to Intellectual Property Rights, payment of statutory dues and taxes, claim of libel, defamation, violation of rights of privacy or publicity, loss of service to other subscribers and infringement of intellectual property or other rights.

This clause shall survive the expiry or termination of this Terms & Conditions.

 

9.     Disputes, Governing Law & Jurisdiction

   i.          In case of any dispute arising in respect of the membership of Lulu Happiness or the reward points the same shall be brought to the notice of  Grievance Officer of Lulu, within 7 (Seven) working days from the occurrence thereof. The grievance redressal officer is given below:

Mr. Akshay Rajeev

Lulu Group India Head Office.

37/2907A, NH66, Edappally

Ernakulam, 682024, Kerala, India.

Email: [email protected]

 ii.          If disputes are not resolved through mutual discussions, then such disputes shall be referred to a Sole Arbitrator appointed mutually by the Parties under the provisions of Arbitration and Conciliation Act, 1996. The arbitration proceeding shall be conducted in English language. The seat and venue of Arbitration shall be Ernakulam.

iii.          All disputes regarding the Program shall be governed and constructed by the Indian Laws and, subject to Arbitration clause, the Courts in Ernakulam alone shall have exclusive Jurisdiction in all matters arising out of and concerning this Terms & Conditions, to the exclusion of all other locations.