Shipping Policy –
Standard Delivery Timeline – 7-10 Days.
Express Delivery Timeline – 2-3 Days.
Tracking:
All orders include tracking information, which will be sent to you via email once your order is shipped.
RETURN AND REFUND POLICY
Effective Date: November 15, 2024
1. Introduction
This Return and Refund Policy (“Policy”) governs the terms and conditions for returning products purchased from LOMES E-COM (https://www.lomesindia.in/) operated by LOMES E-COM, a company incorporated under the laws of India, having its registered office at Flat No. 101, Gokul Ganga Apartment,, Jai Hind Nagar, Mankapur Nagpur, Maharashtra, India (“We,” “Us,” or “Our”).
We strive to ensure your complete satisfaction with every purchase. This Policy outlines our procedures for returns, refunds, and exchanges, in compliance with the Consumer Protection Act, 2019, and the Consumer Protection (E-commerce) Rules, 2020.
By placing an order on our Website, you agree to be bound by this Policy.
2. General Conditions for Returns
2.1. Eligibility:
* Products must be returned within 15 days from the date of delivery.
* The product must be unused, unwashed, unworn, and in its original condition.
* All original tags, labels, packaging, and accessories must be intact and returned with the product.
* The product must not be from the list of “Non-Returnable Items” (see Section 3).
2.2. Proof of Purchase:
* A valid invoice or order confirmation is required for all returns.
2.3. Reason for Return:
* Returns are accepted for the following reasons:
* Damaged Product: Product received in a physically damaged condition.
* Defective Product: Product is not working or has a manufacturing defect.
* Product Not as Described: Product significantly deviates from the description or images on the Website.
3. Non-Returnable Items
Items marked as “Final Sale,” “Clearance,” or “Non-Returnable” on the product page (unless legally required for defect/damage).
Any product that has been used, washed, altered, or is not in its original condition.
4. Return Process
4.1. Initiating a Return Request:
* To initiate a return, log in to your account on our Website, go to “My Orders,” select the relevant order, and click on the “Return Item” option.
* Alternatively, you can contact our Customer Support team at lomesentertainments@gmail.com or (+91) 9881888076 within the specified return window.
* Please provide your Order ID, the reason for the return, and clear images/videos of the product (especially for damaged/defective/incorrect items).
4.2. Return Authorization:
* Once your return request is received and reviewed, we will provide you with a Return Authorization (RA) number and instructions on how to return the product.
* Do not send the product back without a valid RA number. Unauthorised returns may not be processed.
4.3. Packaging the Product:
* Pack the product securely in its original packaging along with all original tags, labels, accessories, and the invoice. Ensure no components are missing.
4.4. Shipping the Return:
* Reverse Pickup: In most cases, we will arrange for a reverse pickup of the product from your delivery address. Please ensure you are available for the pickup.
* Self-Ship: If reverse pickup is not available in your area, you may be required to self-ship the product to our designated return address. In such cases, please use a reliable courier service. [Optional: State if you will reimburse self-shipment costs, e.g., “We will reimburse reasonable self-shipment costs upon verification, up to a maximum of INR 200, by providing a credit to your account.”]
* Return Address: [Your Return Address – this might be different from your registered office]
4.5. Inspection and Approval:
* Once we receive the returned product, it will undergo a quality check to ensure it meets our return eligibility criteria.
* This process may take [ 5-10 business days] after the product reaches our facility.
5. Refunds
5.1. Refund Eligibility:
* Refunds will be processed only after the returned product passes our quality check.
* If the return is approved, your refund will be initiated.
5.2. Refund Method:
* Prepaid Orders: For orders paid online (credit/debit card, net banking, UPI, etc.), the refund will be credited back to the original payment method. This may take [Specify days, 5-7 business days] to reflect in your account, depending on your bank’s policies.
* Cash on Delivery (COD) Orders: For COD orders, the refund will be issued as a bank transfer to your provided bank account. You will need to provide your bank account details (Account Holder Name, Account Number, IFSC Code, Bank Name) for this purpose. This process may take [ 7-10 business days] after the refund is initiated.
5.3. Refund Amount:
* The refund amount will be the original purchase price of the product(s) returned, including any GST paid.
* Shipping charges paid at the time of purchase are generally non-refundable, unless the return is due to a damaged, defective, or incorrect product delivered by us.
* Any promotional discounts applied to the order will be adjusted proportionately.
6. Exchanges
6.1. We generally do not offer direct exchanges. If you wish to exchange a product, please follow the return process for the original item to receive a refund, and then place a new order for the desired product.
You can request for exchange or replacement within 4 days. Once the exchnaged or replaced product will be delivered it will be credited to the original payment method within 10 days.
7. Cancellation Policy
7.1. Cancellation by You:
* You can cancel an order within [ 48 hours] of placing it, or before it has been dispatched, whichever is earlier.
* To cancel an order, log in to your account, go to “My Orders,” and click on the “Cancel Order” option, or contact our Customer Support team.
* If the order has been prepaid, a full refund will be processed within [ 10-15 business days].
7.2. Cancellation by Us:
* We reserve the right to cancel any order for reasons including, but not limited to:
* Product unavailability or out of stock.
* Inaccuracies or errors in product or pricing information.
* Problems identified by our credit and fraud avoidance department.
* Failure to comply with our Terms and Conditions.
* If we cancel your order after you have made a payment, the full amount will be refunded to your original payment method within [ 5-10 business days].
8. Important Notes
8.1. Damaged Packaging: If you receive a product with tampered or damaged packaging, please refuse to accept the delivery. If the product is already delivered, immediately contact our Customer Support with photos of the damaged packaging.
8.2. False Claims: Any false or baseless complaints regarding the delivery, quality, or authenticity of products will be viewed seriously. We reserve the right to take appropriate action, including suspension of your account.
8.3. Modifications to Policy: We reserve the right to modify or update this Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on the Website. Your continued use of the Website after any modifications signifies your acceptance of the updated Policy.
9. Grievance Redressal
For any queries, concerns, or grievances regarding returns, refunds, or cancellations, please contact our Grievance Officer:
Grievance Officer Name: Ramanand Shyamkuwar
Email: ramanandshyamkuwar@gmail.com
Contact No.: +91-8600027467
Address: Flat No. 101, Gokul Ganga Apartment,, Jai Hind Nagar, Mankapur Nagpur, Maharashtra, India
Time: [Monday – Friday, 10:00 AM to 6:00 PM IST]
We will acknowledge your complaint within forty-eight hours and will endeavor to resolve the complaint within one month from the date of receipt of the complaint.