Return 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 Lulu hypermarket’s procedures and policies. 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

Cancellation of an order can be done by us or by you as mentioned herein.

We have the discretion to cancel an order. The reasons for cancellation shall inter alia include without limitation the following:

Your failure to comply with these Conditions or breach of any of the policies / terms referred herein

Technical errors or issue.
Any reason relating to credit / fraud avoidance.
Invalid address or wrong address is provided by the User in order details.
Malpractices used to place the order.
Bulk order is placed for the likely commercial resale.
Multiple orders are placed for same product at the same address.
Order is undelivered after three (3) attempts.
EMI offer, if any, is rejected by the bank.
Pricing or specifications on any product as is shown on the Website due to any technical glitch, resulting into incorrect pricing or specifications.

Notwithstanding anything contained herein, we reserve the right, at our sole discretion, to refuse or cancel any order for any reason whatsoever without any further liability. On such cancellation, you will receive a notification through email.

We reserve the right to remove any product from www.luluhypermarket.in at any time and to remove or modify any material or content from the same. Although we will always do everything possible to process all orders, there may be exceptional circumstances that force us to refuse to process an order after having sent the Order Confirmation. We reserve the right to do so at any time. We shall not be liable to you or to any third party for removing any product from this website, or for removing or modifying any material or content from the Website or not processing an order once we have sent you the Order Confirmation.

You can cancel the order prior to the Picked-up of Product by Lulu hypermarket. The order cannot be cancelled once the order has been picked up. For details refer how to cancel your order.

Please visit Accounts à orders page in the site/App or contact customer support on 18003098109 (9 AM to 8 P.M) or email us.

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. Refund will be credited within 7 working days.

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. In such cases Convenience Fee will not be refunded.

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.

The amount claimed as refund will be refunded to you within 7(seven) 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.

Conditions for Return:

In the event the User receives any damaged or defective product or if the product is significantly different from what was purchased, the User shall notify us within the stipulated period.
Products should be returned unused, in their original packaging along with the original price tags, labels, packing, barcodes, user manual, warranty card and invoices, accessories, freebies and original packaging defined as essentials. If any product is returned without the essentials, the product shall not be accepted for return and shall be sent back to you.
The return packages should be adequately packaged so that there is no damage of products during transit.
In the event of frivolous or baseless complaints or requests regarding the quality or content of the products, we reserve the right to take necessary legal actions against you and you will be solely liable for all costs incurred by us in this regard.

We reserve the right not to accept return of products which (i) we believe are being returned after use, or (ii) are damaged (except where the return is on account of damaged goods having been delivered to 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 (9AM to 8PM).

ANNEXURE – A

RETURN TIMELINE AND CONDITIONS

All goods purchased except as below can be exchanged on presenting the original cash memo from the date of purchase subject to conditions mentioned herein below.

CATEGORY

RETURN POLICY

ELECTRONICS AND HOME APPLIANCES:

Televisions, Mobiles & Tablets, Computers,

Laptop, Printers & IT, Smartwatches, Fitness Bands, Smart Wearables, Audio, Power bank, Telephone sets, Gaming Consoles, Gaming Controllers, Gaming Accessories, VR Gaming Personal Gaming Titles, Online Gaming, Skins/Thumb grip/Consumables Care appliances and Accessories, Office appliances, Large Appliances like Air Coolers, Air Conditioner, Refrigerator, Washing Machine, Dishwasher, Microwave, Kitchen Appliances, Oral care

-Power Toothbrushes, Water Flossers and

Accessories, Grooming - shavers, trimmer, epilator,

Audio - in ear-earphones/ earbud.

All Products under this category is not covered under return/ exchange policy of Lulu and is covered solely by the warranty issued by the manufacturer. Decision to accept returns / exchange shall be subject to sole discretion of Lulu Management. After sales service, wherever is applicable, will be provided by authorized service centre of the respective manufacturers, based on their terms and conditions of warranty.

If you need any assistance for the aforesaid services, you are requested to log service requests at the manufacturer’s website and after-sales service Customer care /call centre or luluhypermarket.in. On successful registration of service request, we may facilitate scheduling a visit to your location by the authorized technician of the Manufacturer.

PERSONAL CARE & BLSH:

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.

The Products under this category are non-returnable due to hygiene/ personal care/wellness nature of the Product. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product on door-step delivery for the abovementioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section, if the item is identified as used and not in original condition, the item will be returned to you.

HOME CARE AND CLEANING SOLUTIONS

Fabric Care, Dish Wash Cleaners, Household Cleaners, Shoe Care, Insecticides, Air Freshener, Pooja Needs

The Products under this category are non-returnable due to hygiene/ personal care/wellness consumable nature of the Product. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product on door-step delivery for the abovementioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section, if the item is identified as used and not in original condition, the item will be returned to you.

HOMEAND LIVING

Bedsheets, Towels & Robes, Pillow & Pillow Covers, Cushions & Cushion Covers, Mats, Carpets, Comforters, Clock, Furniture & Others.

7 DAYS RETURNABLE:

Products under this category are 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.

We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section, if the item is identified as used and not in original condition, the item will be returned to you.

MOM & BABY CARE:

Baby Grooming, Baby Bath & Hygiene, Baby Food & Formula, Diapers & Wipes, Feeding, Baby Health & Wellness, Baby Gear, Baby Bedding Sets &

Pillows, Baby Furnishing, Baby Furniture, Child Proof &

Safety, Baby Toys, Mom & Maternity.

The Products under this category are non-returnable due to hygiene/personal care/wellness, and consumable nature of the Product. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product on door-step delivery for the abovementioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section, if the item is identified as used and not in original condition, the item will be returned to you.

FASHION & APPAREL - MEN, WOMEN, BOYS, GIRLS, JUNIOR BOYS, JUNIOR GIRLS, INFANTS:

Clothing Accessories, Western Wear, Ethnic Wear, Fusion Wear, Night & Lounge Wear, Maternity.

7 DAYS RETURNABLE:

You may return the Product if there is any issue with respect to size, fit, colour, manufacturing defects, or if the Product delivered is different from what was ordered.

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 the product if we find the product is not on original condition.

We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to You.

BELTS, WALLET, HANDBAGS, BAGS, TRAVEL LUGGAGE:

7 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.

LINGERIE, INNERWEAR, SWIMWEAR & DHOTIS:

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 physical condition of the Product delivered, or the product is different from what was ordered, you may return the Product on door-step delivery for the abovementioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to You

FOOTWEAR:

Men, Women, Kids and Infants

7 DAYS RETURNABLE:

You may return the Product if there is any issue with respect to size, fit, colour, 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, Sports & Fitness, Kitchenware, Dining, Pooja Needs, Electrical, Mops, Brushes & Scrubs, Furnishing); Outdoor & Gardening;

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 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, DAIRY & BAKERY, SNACKS, MEAT & FROZEN:

Daily Vegetables, Exotic Vegetables, Leafy Vegetables

Freshly Cut & Sprouts, Seasonal Vegetables, Apples & Pomegranate, Bananas, Sapota & Papaya, Kiwi, Melons & Citrus, Mangoes, Imported Fruits, Seasonal Fruits, Frozen Veg & Snacks, Beef, Chicken & Duck, Mutton & Rabbit, Marinated Meat, Dry Meat, Fresh Fish, Dry Fish, Cleaned Fish, Marinated Fish, Frozen-Non Veg & Snacks, Milk, Powdered Milk, Cheese, Butter & Paneer, Curd & Butter Milk, Yoghurts, Shrikhand & Lassi, Flavoured & Soya Milk

Fresh Cream & Condensed Milk, Ice Cream, Bread & Bun, Rusk & Toast, Savouries, Samosas & Snacks, Cakes & Pastries, Cookies & Brownies, Donuts & Muffins, Sweets, Eggs.

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product immediately on door-step delivery for the abovementioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to You.

STAPLES AND OTHER GROCERY FOODS:

Nuts, Dry Fruits, Biscuits, Chocolates, Beverages, Snacks, Breakfast Cereals, Ready to Cook, Ready To Eat, Additives

Cooking Pastes & Powders, Dessert & Cake Mixes, Baking Essentials, Essence/Food Colour, Tea, Coffee, Chocolate & Malted Drinks, Health Supplement, Oils, Ghee & Vanaspati

Spices, Rice & Cereals, Dals & Pulses, Atta & Other Flours

Sugar, Salt & Jaggery

reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to You.

All quality issues, such as differences in taste, colour variations or other aspects of production, shall be the responsibility of the brand concerned. We shall report such incidents to the brand concerned and the brand shall take the necessary measures if any such incidents are reported.

DISPOSABLE ITEMS:

Plates & Glasses, Kitchen & Toilet Rolls, Paper Tissues & Napkins.

Products under this category are non-returnable due to nature of the Products. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product on door-step delivery for the abovementioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to You.

SUNGLASS, FRAMES, CASES (EYEWEAR):

Products under this category are non-returnable. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product on door-step delivery for above mentioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to You.

BOOKS:

Products under this category are non-returnable. However, in an unlikely event if the delivered products suffer from visible physical damage or the book is different from what was ordered, you may return the Product on door-step delivery for above mentioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to You.

FASHION JEWELLERY:

7 DAYS RETURNABLE:

The Products under this category are returnable within Seven 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 S & GROOMING AIDS & ACCESSORIES:

Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product on door-step delivery for the abovementioned reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to you.

AUTO CARE:

Car freshener, cleaning kits, brake fluid and

lubricants, paint care, wax and shampoos, batteries

and accessories.

Products under this category are non-returnable. However, in an unlikely event if the delivered products suffer from visible physical damage or the product is different from what was ordered, you may return the Product on door-step delivery for the above said reasons. We may ask for Video or Photo proof before processing the return or replacement request. Post inspection at our section if the item is identified as used and not in original condition, the item will be returned to you.

GIFT CARDS:

The Gift Cards are not eligible for return once its ordered.

HOT FOOD:

BREADS, FRESH JUICE, SALADS, SNACKS, BURGER, PIZZA, BURGER, BIRIYANI & RICE, CHINESE, BROASTED, PICKLES, SANDWICH, SNACKS, BURGER, SANDWICH, PIZZA, BIRIYANI & RICE, CHINESE, ARABIC, CHICKENBROASTED, SEAFOOD, PICKLES, FRESH CREAM CAKES, SWEETS

MRP Refund Policy

For purchases made in luluhypermarket.in, the MRP refund policy would be applicable in the following way:

Eligibility for Refund: If there’s a discrepancy between the MRP displayed on the product and the price you were charged at the time of purchase, you are eligible for a refund.

Calculation of Refund: The refund amount will be calculated based on the sales price you paid and any offers or discounts that were applicable at the time of purchase.

Refund Process & Time Frame: The refund will be auto processed to your source account (based on the payment method opted by you). The refund amount will be credited to your account based on the banks policy.