CANCELLATION, RETURNS, EXCHANGES AND REFUND POLICY

This cancellation, return/ exchange and refund policy (“Policy”) sets out our procedures and policies in accepting Product cancellation, return and refund thereof.

 

  1. APPLICABILITY OF POLICY

1.1. By agreeing to use the IDEE Platform and/or initiating a request for purchase of Product(s) on the IDEE Platform, 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 the IDEE Platform. Please note that we may from time to time change the terms of the Policy that govern your return, exchange, refund or cancellation of an order for Products on the IDEE Platform. Every time you wish to use the IDEE Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.

 

  1. TERMS FOR CANCELLATION OF ORDERS

2.1. You can cancel orders for Products partially or fully prior to dispatch of such Products by us. Orders cannot be cancelled once the Product has been dispatched.

2.2. In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order, by referencing the order number received by you from us and requesting us to process a cancellation by choosing one of the following methods:

2.2.1. Sending an email to customer.care@loziofigo.com.
2.2.2. Sending a WhatsApp message to our Customer Care Executives at +91 9051849012

2.3. Specific products on an offer may have additional Terms & Conditions applicable to them, including restrictions on cancellation. If you took advantage of any offers when placing your order, please make sure that you have read all the Terms & Conditions applicable to it before attempting to place a cancellation request.

  1. UNETHICAL PURCHASE POLICY

3.1. Despite our best efforts to ensure that a purchase or offer is error-free, the following policy terms may apply in the event of an unethical transaction.

3.2. If a purchase is made dishonestly, by exploiting a technical fault, or by breaching the offer's conditions, guidelines, codes or any other policies by any method whatsoever, Idee-eyewear will cancel the orders in their entirety and not be obligated to provide a refund to the consumer.

3.3. Additionally, Idee-eyewear reserves the right to impose a significant return/cancellation fee, up to or exceeding the entire purchase value, on the user to Idee-eyewear’s own discretion in case such unethical orders are placed. This is to protect Idee-eyewear in cases including but not limited to Idee-eyewear having to bear comparable charges in the event that a user is placing multiple and/or bulk orders and returning and/or cancelling the same.

  1. RETURN / EXCHANGE OF PRODUCTS

4.1. You may initiate the request for return or exchange of the Product within 7 days of receiving of the product if: (i) Product is damaged; (ii) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) parts of the Product or accessory is missing; (v) the Product ordered is different from what was ordered basis the Product description provided on the IDEE Platform; or (vi) you are dissatisfied with the purchased Product (“Non-Compliant Product”).You shall initiate such requests for a return or exchange within 7 days from the date on which you receive the delivery of the Product (“Return/ Exchange Period”).

4.2. Returns and Exchanges with IDEE Eyewear are straightforward. Follow these steps to request a return or exchange:
1. Click on the "Account" icon in the top right corner of the website.
2. Sign in using the credentials you used to place your order.
3. Once signed in, you'll see a list of your orders. Click the "Return/Exchange" button next to the order you want to return or exchange.
4. In the next window, choose whether you want to return the product or exchange it for a different colour of the same item.

If you choose to return:
1. Provide your reason for the return and click "Next."
2. Select your preferred refund method and fill in the required details. Click "Next."
3. Confirm the pickup address for the return.
4. Click "Proceed to Return.

If you choose to exchange:

  1. Provide your reason for returning the initial product and click "Next."
  2. Select the colour variant you want for the exchange. Click "Next."
  3. In case of any exchange with another model or brand, balance amount to be paid in advance (if any).
  4. Confirm both the pickup address for the return and the delivery address for the exchange product.
  5. Click "Proceed to Exchange."

 

4.4. You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, cleaning cloth/selvet and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return / exchange of such Product subject to the terms of this Policy.

4.5. If you have received any Product which is subject to return/exchange in terms of this Policy, we suggest you to immediately register a request in this regard on the IDEE Platform. 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 of the damaged, defective or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.

4.6. Your return/exchange will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return/ exchange of such Products, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.

4.7. You agree that we will not accept the return/ exchange of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to non-returnable/ exchangeable Product category (For instance, personalised Products that are not suitable for return based on their nature), (iii) if you fail to request return / exchange register a complaint in relation to a Non-Compliant Product within the Return/ Exchange Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.

4.8. Please note that a Product is thoroughly inspected before it leaves our warehouse. We conduct quality checks to ensure that the product reaches you in perfect condition. You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:

4.8.1. The Product has not been worn, cleaned or tampered with by you.

4.8.2. The price tag /bar code, brand tags, original packaging material, eyewear case, accompanying accessories like cleaning cloth is intact and not altered, damaged, torn or discarded by you.

4.8.3. The Product is not altered, unless proven vendor defect.

4.8.4. The Product has not been mishandled post-delivery.

4.8.5. Return is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records.

4.8.6. There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.

4.8.7. The Product(s) if bought as a set should be exchanged as the complete set.

4.8.8. Products returned should be in unused, undamaged, unwashed and in a saleable condition.

4.8.9. We are satisfied that the Product has not been rendered defective or unusable.

4.9. We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.

4.10. Return/exchange of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the IDEE Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.

 

  1. REFUND OF PRODUCTS

5.1. At the time of raising a request for return or cancelling the Products on the IDEE Platform, you may seek refund for the Non-Compliant Product. Such refund will be made to you only in the even the payment has been received by us for the Product.

5.2. Please be informed that when you opt to cancel or return the Products, upon our verification and assessment 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 10-15 (ten to fifteen) business days from the date of us verifying the defect or the non-compliance in the Product. In exceptional cases, refund may take longer, depending on your mode of payment. Your refund will be processed only

  • when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by you or the Wallet (defined below), as may be chosen 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. Additionally, if the refund is credited to a different account or RTAN (Return due to account not found) due to incorrect information provided by you, we cannot be held responsible for this error. 

 

5.3. We do not make any cash refunds. The amount will be refunded to you within 10-15 (ten to fifteen) business days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. Normally, payments made by Credit Card, Debit Card, Net Banking and Wallets are refunded within 10-15 days and payments made by UPI take over 30 days to be refunded. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.   Alternatively, at your option, the said amount can be credited to your Wallet which can be used for your subsequent purchases on the IDEE Platform.

5.4. Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.

5.5. We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.

5.6. We reserve the right to reject a refund request for a product if you gave the wrong item to our logistics partner or If you are at fault in any way or the item dose not satisfy the quality condition under this policy on our assessment pursuant to its return / exchange.

 

  1. SHIPPING CHARGES

In accordance with our shipping policy, prepaid orders are eligible for complimentary shipping, while Cash on Delivery (COD) orders incur shipping charges. Although, there are no shipping costs associated with exchanges or refunds, we reserve the right to abstain from providing logistical services in certain circumstances, which we may decide at our sole discretion. These circumstances include but are not limited instances where a failed attempt has been made by you to return or exchange an item due to incorrect item submission to our logistics partner. Upon the occurrence of such an event, we shall send you an email, informing you of the situation. Should you opt for us to proceed with another attempt at the return or exchange, you will be obliged to remit an upfront courier fee of Rs. 200 or authorize the deduction of said fee from your refund amount if you wish to reclaim your item, subsequent to which we will arrange for the retrieval and redelivery of the item. Alternatively, if you elect to cancel the return or exchange process but still desire to retrieve the initially misdelivered item, you must arrange for its collection from our warehouse within 7 days of receiving our notification, at your own costs and expenses. Following the expiration of this timeframe, we shall not bear any responsibility or liability for the item in question and shall possess the liberty to dispose of or discard it at our discretion.

 

  1. Service Rejection and Fraud Prevention Policy

 

We retain the authority to decline service provision or refuse order processing at our discretion. Should we detect any attempt by a customer to exploit our services or engaging in the use of inappropriate language or misconduct towards our customer support representatives, engage in fraudulent activities that could tarnish our reputation or harm our company, we reserve the right to decline service, process orders, or blacklist the customer at our discretion. We will cancel your order if it is determined that the aforementioned circumstances prohibit us from providing any services. In cases where a prepaid order has been placed, we will promptly initiate a refund upon order cancellation. Please note that it may take up to 7 business days for the refund to appear in your account after initiation.

 

8. CUSTOMER SUPPORT

8.1. Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at

Contact Details:

Customer Care WhatsApp Number: +91 9051849012

Email ID: customer.care@loziofigo.com

Address: Lozio Figo Pvt. Ltd.

Biowonder, 789 Anadapur, E. M. Bypass, Kolkata: 700107