Returns and Refunds Policy
1. Who is LENSFLARE?
Reliance Retail Limited, a company incorporated under the laws of India, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai – 400 002, Maharashtra, India (“LENSFLARE”) is a retail company which offers various retail solutions, including, through its website www.LENSFLARE.com and its mobile and tablet applications (“Platforms”) various online lifestyle, fashion and electronics solutions, which inter alia facilitates the sale and purchase of electronics, toys, and lifestyle and fashion merchandise (“Products”) by users of the Platforms (“Users”).
2. What is this Return and Refund Policy?
2.3. The customers can send the jewellery back to us, within 7 days from the date of delivery. We will ensure that the entire amount is refunded to the customer’s account within 14 working days after receiving the product at warehouse.
2.4. The 7 days refund policy is not applicable on Gold Coin & Silver Coin.
2.5. Refund request can be done by informing our customer care team via email or call. We will thereby collect the product from the provided shipping address and initiate the refund process.
2.6. Product should be accompanied with original product certificate and original/copy of Invoice for the refund to be initiated within 7 Days.
2.7. If a customer cannot produce the original certificate of the product, the duplicate certification cost of jewellery is Rs. 500.
2.8. Any product which show signs of wear, or has been resized, altered, damaged cannot be accepted under 7 days refund policy.
2.9. For prepaid orders, the amount will be credited to the payment source (Credit Card/Debit Card /Net Banking).
2.10. For cash on delivery orders, the refund will be processed to your bank account.
3. Terms of Return and Refund
|Product Category||Return Period|
|FASHION AND LIFESTYLE PRODUCTS||Any apparel, accessories, cosmetics, footwear, sunglasses, certain fashion jewellery, etc.||30 days from the date of delivery – as long as the product is unused and the price tags are intact|
|Sunglasses||7 days from the date of delivery – only if there is apparent visible damage, or key product-related defects.|
|Innerwear: Briefs and Panties, lingerie sets, socks and stockings||Non-returnable|
|ELECTRONIC PRODUCTS||Smartphones, Jio MyFi devices, accessories, smart watches, pen drives, hard disks, speakers, power banks, etc.||7 days from the date of delivery – only if there is apparent visible damage, or key product-related defects.|
In case of any issues after 7 days from the date of delivery:
(a) If relating to Jio MyFi devices and LYF F1 smartphones, Users may visit the Jio Service Centre. Please click here to locate a Jio Store; and
(b) If relating to products other than those specified in (a) above, Users may contact the manufacturer directly under the product warranty provided by the manufacturer (if any).
|TOYS||Various Toys||10 days from the date of delivery – only if there is apparent visible damage, or key product-related defects.|
3.1. If the User is dissatisfied with the purchased Product received from LENSFLARE, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by LENSFLARE after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than (a) 7 (seven) days from the date on which he/she received the delivery of the Product, in case of electronics,(b) 10 (ten) days from the date on which he/she received the delivery of the Product, in case of toys, and (C) 30 (thirty) days from the date on which he/she received the delivery of the Product, in case of non-electronic Products. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. LENSFLARE reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.
3.2. A User is permitted to fully or partially cancel orders prior to its dispatch from LENSFLARE. Upon successfully placing an order on the Platforms and after LENSFLARE has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting LENSFLARE to process a cancellation by sending an email to customercare@LENSFLARE.com. In all events of cancellation, prior to the dispatch of the purchased Products, LENSFLARE shall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s LENSFLARE Wallet (as defined in the Fees and Payments Policy) within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which LENSFLARE initiates the refund. All refunds, except for refund to LENSFLARE Wallet, shall be subject to applicable charges as may be deducted by the User’s bank.
3.3. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for LENSFLARE to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package.
3.4. Return of or refund for purchased Products shall not be entertained by LENSFLARE if:
- 3.4.1. The Product has been used for reasons apart from checking fit and comfort. If LENSFLARE is satisfied that the Product has been used for reasons apart from checking fit and comfort, LENSFLARE shall reserve the right to reject the return of the Product;
- 3.4.2. The Product has been washed;
- 3.4.3. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
- 3.4.4. The serial number/IMEI number/bar code of the Product, as applicable, does not match LENSFLARE’s records;
- 3.4.5. The accessories delivered with the Product (such as chargers, earphones, user manuals, etc) are not returned along with the Product, in an undamaged condition;
- 3.4.6. There are any dents, scratches, tears or any other damage to the Products or any part thereof;
- 3.4.7. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by LENSFLARE;
- 3.4.8. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or
- 3.4.9. LENSFLARE is satisfied that the Product has been rendered defective or unusable.
3.5. LENSFLARE shall not accept return or refund requests raised for any of the following Products:
- 3.5.1. Lingerie, innerwear, and swimwear;
- 3.5.2. Cosmetics;
- 3.5.3. Deodorants and perfumes;
- 3.5.4. Fashion jewellery;
- 3.5.5. Socks and stockings;
- 3.5.6. Gift vouchers issued by LENSFLARE, if any; and
- 3.5.7. Such other Products as may be specified by LENSFLARE from time to time.
3.6. LENSFLARE shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the LENSFLARE shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
3.7. It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary and subject to Clause 3.6 above, Products may be returned only in case of defects or deficiencies in the Product, and not for any other reason.
3.8. It is hereby clarified that in the case of toys, notwithstanding anything to the contrary and subject to Clause 3.6 above (a) Users cannot return certain Products which are specified as ‘non-returnable’ on the relevant Product pages of the Platforms, and (b) Products may be returned only in case of defects or damages in the Products, incorrect products shipped to the User, missing components and empty sealed packages, and not for any other reason.
3.9. It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by LENSFLARE after due verification at its sole discretion).
3.10. LENSFLARE shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. LENSFLARE disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
3.11. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, LENSFLARE shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
3.12. LENSFLARE shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by LENSFLARE, the refund should reflect in the User’s bank account and/or the User’s LENSFLARE Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which LENSFLARE initiates the refund.
3.13. Refunds shall be processed by LENSFLARE through its normal banking channels except in cases where a User had utilised his/her LENSFLARE Wallet for purchase of Products or opted for the cash on delivery option. Where a User had utilised his/her LENSFLARE Wallet for payment towards the purchased Products, LENSFLARE shall process all refunds only into the User’s creditLENSFLARE Wallet. Where a User had opted for cash on delivery option for payment towards the purchased Products, LENSFLARE shall process all refunds into either the User’s LENSFLARE Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to LENSFLARE at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, LENSFLARE shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) LENSFLARE deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s LENSFLARE Wallet, it cannot be further refunded to any other bank account or as cash, and would continue to remain in the User’s LENSFLARE Wallet until exhausted for shopping on the Platforms.
For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using balances in his/her LENSFLARE Wallet, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then LENSFLARE may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s LENSFLARE Wallet and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only to such User’s LENSFLARE Wallet.
3.14. Return of purchased Products are facilitated through LENSFLARE’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by LENSFLARE, LENSFLARE’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to LENSFLARE. While LENSFLARE has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, LENSFLARE has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where LENSFLARE is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to LENSFLARE’s warehouse. Upon self-shipping the Product to LENSFLARE’s warehouse, the User shall be required to scan the courier/postal receipt to customercare@LENSFLARE.com for LENSFLARE’s records. The aforesaid return by self-shipping the Products is subject to the returned products passing quality check at LENSFLARE’s returns desk/warehouse. The address of LENSFLARE’s returns desk is:
Returns Manager – LENSFLARE
Reliance Retail Ltd (Ecommerce)
SS Plaza, 74/2 Outer Ring Road,
29th Main Road, BTM 1st Stage,
BTM Layout, Bangalore – 560068
3.15. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 3.9 above and LENSFLARE does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to LENSFLARE to prove his/her claim of return of Products through self-shipment to LENSFLARE. It is specifically clarified that any refunds or exchange shall be processed by LENSFLARE only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.
3.16. 7 day money back policy*: Once the product is returned under our 7 Day money back policy the refund will be credited to your mode of payment.
3.17. Once returned item is received, our Quality team will review it and they will confirm that product is fine then refund will be processed to customer. Time lines is 14 working days after the product is received at warehouse.
3.18. The money back amount will be 100% upto 7 days. In case, any coupon, discount or promo codes were used during the original purchase, the exchange amount will be reduced by an amount equivalent to the coupon, discount or promo codes, as applicable.
3.19. For cash on delivery orders, the refund will be processed to your bank account.
3.20. For prepaid orders, the amount will be credited to the payment source (Credit Card/Debit Card /Net Banking).
3.21. *not applicable on gold coins
3.22. Shipping Charges: Free return shipping.
3.23. How to return the product:
3.24. Need to call the customer care team and share the order details for the product which you want to return.
3.25. We send the extra packing material along with your order in case you want to return the product. Customer need to keep the product packed in that packing and we will arrange courier partner to pick the return shipment.
3.26. Once the product is returned to us we will provide the refund to customer.
3.27. Reliance Jewels can offer 7 days money back policy.
4. Grievance Redressal
Any grievances relating to the Return and Refund Policy may be directed by you to the grievance officer of LENSFLARE who can be contacted at grievance.officer@LENSFLARE.com.