Refund & Return Policy – LuLu Apparels
Last Updated: [15/Aug/2025]
Thank you for shopping with LuLu Apparels (“Company”, “we”, “our”, “us”).
We want you to love what you buy from us.
This Refund & Return Policy explains how returns, exchanges, refunds, cancellations, and replacements work on [www.luluapparels.com].
This Policy complies with:
- Consumer Protection Act, 2019
- E-Commerce Rules, 2020
- Information Technology Act, 2000
- Digital Personal Data Protection Act (DPDP Act) 2023
- Standard ecommerce industry practices in India
By placing an order, you agree to the terms below.
1. Eligibility for Returns
We accept returns only if the item meets the following conditions:
✔ Return is requested within 7 days of delivery
✔ Product must be in:
- Unused condition
- Unwashed
- Unworn
- Not damaged
- Free from perfume/sweat/smoke smell
- Original tags, labels, barcode intact
- Original packaging retained
❌ Returns not accepted if:
- Product is used or washed
- Tags are removed
- Product is damaged due to customer handling
- Wrong product sent to warehouse
- Product intentionally damaged
- Return request is raised after 7 days
2. Items Eligible for Return/Exchange
You may return/exchange the following:
✔ T-Shirts
✔ Oversized tees
✔ Hoodies, sweatshirts
✔ Apparel with size issues
✔ Wrong item received
✔ Damaged item received
✔ Manufacturing defect
If the item is out of stock, you may choose:
- Another size
- Another product
- Store credits
- Refund (only if our fault)
3. Items NOT Eligible for Return
For hygiene & safety reasons, the following cannot be returned:
- Used/worn apparel
- Super deals / clearance sale products
- Free gifts or promotional items
- Personalized / custom prints
- Intentionally damaged products
- Items purchased during special mega-sale events
4. Return Process
Step 1: Raise a Request
Email or WhatsApp us at:
📩 [support@luluapparels.com]
with:
- Order ID
- Reason for return
- Clear product photos
Step 2: Approval
Our team will review the request within 24–48 hours.
Step 3: Pickup
After approval, a courier partner will pick up the product within 2–4 business days.
Step 4: Quality Check (QC)
Once the product reaches our warehouse, QC takes 24–48 hours.
Step 5: Refund / Exchange
If QC is passed, we initiate:
- Exchange
- Store credit
- Refund (if applicable)
5. Quality Check Failures
Refund/exchange will NOT be issued if:
- Product is used or washed
- Stains, perfume smell, sweat marks found
- Tags missing
- Damage not matching customer claim
- Wrong item returned
In such cases:
- Customer must pay re-shipping fee to get the item back
- Refund is not applicable
6. Refund Types
We offer three types of refunds depending on the situation:
6.1 Instant Exchange
If your required size/product is available, we ship it after QC.
6.2 Store Credits (Best Option)
- Valid for 1 year
- Can be used on any product
- Issued instantly after QC
- Non-refundable, non-transferable
6.3 Refund to Original Payment Method (Only in specific cases)
Refunds are only applicable when:
✔ Wrong item received
✔ Damaged product delivered
✔ Manufacturing defect
✔ Order cancelled before shipping
✔ Pickup not possible due to courier unavailability (rare)
Refunds are NOT provided for:
- Size issues
- “Change of mind”
- Style/color preference change
- Wardrobe mismatch
- Late delivery caused by courier
- COD orders (store credit only)
7. COD Orders – Special Rules
For Cash on Delivery (COD):
- No direct refund to cash
- Refund only as store credits
- COD convenience fee (if any) is non-refundable
- Customer must provide UPI details if refund is approved due to defect/wrong item
8. Refund Timelines
| Payment Method | Refund Speed |
| UPI | 1–3 business days |
| PhonePe/Wallet | Instant or 24 hours |
| Credit/Debit Card | 5–7 business days |
| Net Banking | 5–7 business days |
| COD | Store credits (24 hours after QC) |
Bank delays may cause slight variations outside our control.
9. Replacement Policy
We offer free replacement if:
- Wrong product delivered
- Wrong size sent by us
- Defective item received
Replacement will be shipped once QC is passed.
10. Order Cancellation Policy
✔ Cancellation BEFORE shipping → Full refund
✔ Cancellation AFTER shipping → Not possible
✔ For COD, cancellation attempts after dispatch may lead to account restrictions
We reserve the right to cancel any suspicious/unverified orders.
11. Wrong Address / Unreachable Customer
If delivery fails due to:
- Incorrect address
- Phone switched off
- Customer unresponsive
- Order refusal at doorstep
Reshipping charges will apply for re-delivery.
Refunds are not applicable for refused orders.
12. Product Color Disclaimer
Due to different screens and lighting, product colors may slightly vary.
Returns cannot be accepted for minor color differences.
13. Misuse of Return Policy
We may block accounts for:
- Excessive returns
- Fraudulent claims
- Wardrobing (wear & return)
- COD refusals
- Abusive behavior towards support
Legal action may be taken for fraudulent activities.
14. Changes to This Policy
LuLu Apparels may modify/update this policy anytime.
Changes will be posted with an updated Last Updated date.
15. For Grievance (As per Indian Law)
Name : LuLu Apparels
📩 Email: [support@luluapparels.com]
📞 Phone: [+91 95 2626 8877 ]
🏢 Address: LuLu Apparels, [ India ]
All grievances will be acknowledged within 48 hours and resolved within 30 days.
