Return, Refund, Exchange & Cancellation Policy

At Luchila Fashion, we want you to shop with confidence. We understand that when you purchase fashion online, you expect the product you receive to match what you saw, selected, and paid for.

Our Return, Refund, Exchange & Cancellation Policy is designed to make the process clear, fair, and straightforward.

If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, please contact us promptly. We will review the issue and work with you toward an appropriate resolution in accordance with this policy and applicable law.

By placing an order with Luchila Fashion, you acknowledge and agree to the terms below.

1. Our Return Commitment

You may request a return within 10 days from the date of delivery, subject to the eligibility requirements below.

We encourage you to inspect your order immediately after delivery. If there is any issue with your product, please notify us as soon as possible so that we can resolve it without unnecessary delay.

A return request will generally be accepted when:

• The product is unused, unworn, unwashed, and unaltered.

• The product is returned in its original condition.

• All original tags, labels, accessories, and packaging are intact.

• The product has not been damaged after delivery.

• The order can be verified through the order number, invoice, or other valid proof of purchase.

• The product is not specifically identified as non-returnable on its product page.

Your purchase should be returned in substantially the same condition in which it was delivered.

2. Damaged, Defective or Incorrect Products

We take responsibility for products that arrive with a manufacturing defect, transit damage, or an incorrect item.

If you receive:

• A damaged product;

• A defective product;

• The wrong product;

• The wrong size, colour, design, or variant compared with your confirmed order; or

• A product that is materially different from the description/order,

please contact us as soon as possible after delivery.

For such cases, Luchila Fashion will review the issue and, where the claim is approved, provide an appropriate resolution, which may include:

• Replacement;

• Exchange;

• Refund; or

• Another reasonable resolution agreed with the customer.

Where the issue is attributable to Luchila Fashion or the delivery process, the customer should not be unfairly burdened with return costs.

3. Unboxing Video & Evidence

For your protection and ours, we strongly encourage customers to record a continuous unboxing video beginning before opening the package and continuing until the product has been completely inspected.

The video should clearly show:

• The sealed package;

• The shipping label;

• The opening of the package;

• The product received; and

• Any visible damage, defect, missing item, or incorrect product.

An unboxing video can significantly help us verify transit damage, missing items, or incorrect products and resolve claims more efficiently.

Where required under our verification process, supporting video, photographs, or other evidence may be requested before a return, refund, or exchange is approved.

The absence of an unboxing video does not, by itself, mean that a genuine consumer complaint cannot be reviewed. However, it may make verification of certain claims more difficult.

4. Products That Are Not Eligible for Return

The following products are generally not eligible for return unless the product is received damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law:

• Products clearly marked “Non-Returnable” on the product page;

• Customized, personalized, or made-to-order products;

• Products that have been worn, washed, used, altered, or damaged after delivery;

• Products with removed or damaged tags where the original tags are required for return;

• Innerwear and hygiene-sensitive products, where applicable;

• Gift cards and certain promotional products, where applicable;

• Sale or clearance products where the product page clearly states that the item is non-returnable.

Important: A product being discounted or purchased during a sale should not be interpreted as removing any rights or remedies that may apply where the product is defective, damaged, incorrect, or otherwise not as described.

5. Exchange Policy

We understand that the right size or product can make all the difference.

Exchange requests should be submitted within 48 hours of delivery for eligible exchange cases.

Exchanges may be considered for:

• Incorrect product received;

• Damaged or defective product;

• Size-related exchange, subject to availability;

• Other eligible issues approved by Luchila Fashion.

For size exchanges, the requested replacement size must be available in stock.

If the requested replacement is unavailable, we may offer an alternative resolution such as a refund, replacement with another available product, or store credit, depending on the circumstances and applicable policy.

The replacement product will normally be dispatched after the returned product has been received and verified.

6. How to Request a Return or Exchange

To request a return, refund, or exchange, please contact us using the details provided below.

Please include:

• Order number;

• Full name;

• Registered contact number;

• Reason for return/exchange;

• Clear photographs of the product where relevant;

• Video evidence, where available or requested; and

• Any other information reasonably required to verify the issue.

Email: luchilafashion@gmail.com

Please do not send a product back without first contacting our customer support team and receiving return instructions.

This helps us correctly identify your order and process your request without unnecessary delays.

7. Return Shipping

For a return due to a change of mind, preference, or other customer-initiated reason, return shipping charges may be the responsibility of the customer, subject to the applicable return instructions.

Where the return is due to an issue attributable to Luchila Fashion, such as:

• Wrong product sent;

• Damaged product;

• Manufacturing defect; or

• Material error on our part,

we will review the claim and determine the appropriate return-shipping arrangement.

Customers should use a reliable and trackable shipping method when returning products where they are responsible for arranging the return.

Please retain the return shipment receipt and tracking information until the return has been successfully processed.

8. Return Packaging

Returned products must be securely packed to prevent damage during transit.

The product should be returned with:

• Original packaging, where available;

• Tags and labels;

• Accessories or accompanying items;

• Any complimentary items that were supplied with the order, where applicable; and

• The relevant order information.

Luchila Fashion cannot be held responsible for damage caused by inadequate packaging during a customer-arranged return.

9. Return Inspection

Once the returned product reaches us, it will be inspected to confirm that it meets the applicable return conditions.

The inspection may include checking:

• Product condition;

• Tags and labels;

• Signs of use or washing;

• Alteration or damage;

• Packaging;

• Product identity; and

• The reason stated in the return request.

We aim to process approved returns as efficiently as possible.

If a returned item does not meet the applicable eligibility requirements, we will communicate the outcome to the customer.

10. Refund Policy

Once an eligible return has been received and successfully inspected, we will notify you regarding the status of your refund.

If your refund is approved:

• The refund will generally be processed within 5–7 business days after approval.

• The refund will normally be made to the original payment method used for the purchase.

• The actual time taken for the amount to appear in your account may vary depending on your bank, card issuer, payment gateway, or other payment provider.

Where a return is caused by an error attributable to Luchila Fashion, applicable shipping charges will be handled in accordance with the resolution communicated to the customer.

11. Refunds for Cash on Delivery Orders

For Cash on Delivery orders, customers may be required to provide accurate bank account or other payment details necessary for processing an approved refund.

Luchila Fashion will not be responsible for delays caused by incorrect or incomplete information supplied by the customer.

12. Partial Refunds

In certain situations, an order may qualify for a partial refund rather than a full refund.

This may apply where:

• Only part of an order is returned;

• A product is found to have a qualifying issue affecting only part of the purchase;

• A promotional or bundled offer requires adjustment after a partial return; or

• Another specific resolution has been agreed with the customer.

Any applicable adjustment will be communicated before the refund is processed.

13. Cancellation Policy

We understand that circumstances can change.

You may request cancellation of an order before it has been shipped/dispatched by contacting our customer support team as soon as possible.

If the cancellation is successfully approved before dispatch, the eligible amount will be refunded to the original payment method.

Once an order has been shipped or dispatched, cancellation may no longer be possible. In such circumstances, the customer may request a return after delivery, subject to the applicable Return Policy.

Because orders may enter processing shortly after being placed, we recommend contacting us immediately if you wish to cancel.

14. Order Cancellation by Luchila Fashion

In limited circumstances, Luchila Fashion may need to cancel an order, including situations such as:

• Product becoming unavailable;

• Pricing or technical errors;

• Payment verification problems;

• Suspected fraudulent or unauthorized transactions; or

• Circumstances beyond our reasonable control.

If we cancel an order after payment has been successfully received, the eligible amount paid for the cancelled order will be refunded in accordance with the applicable payment process.

15. Products Purchased During Sales or Promotions

Certain promotional, clearance, or discounted products may have different return or exchange conditions.

Any such special condition will be clearly communicated on the relevant product page or at the time of purchase.

Customers are encouraged to review the product-specific return conditions before completing their purchase.

A promotional price does not, by itself, prevent a customer from raising a legitimate complaint regarding a product that is defective, damaged, incorrect, or materially different from what was ordered.

16. International Orders

For international orders, return shipping, customs duties, taxes, import charges, and other cross-border costs may be treated differently depending on the destination country and the reason for return.

Customers placing international orders should contact our support team before sending a product back so that the appropriate return instructions can be provided.

17. Important Customer Responsibilities

To help us protect your order and resolve issues quickly, we request that customers:

• Check the product shortly after delivery;

• Keep the original packaging until the product has been inspected;

• Avoid using, washing, altering, or wearing a product that you intend to return;

• Keep tags and labels attached;

• Provide accurate order and contact information;

• Raise issues within the applicable time period; and

• Follow the return instructions provided by our customer support team.

These steps help us distinguish genuine product issues from damage or changes that may occur after delivery.

18. Fraudulent or Abusive Return Requests

Luchila Fashion reserves the right to investigate return, refund, or exchange requests where there is reasonable evidence of:

• Repeated misuse of the return process;

• Deliberate damage;

• Product substitution;

• False claims;

• Missing products or accessories;

• Unauthorized return shipments; or

• Fraudulent activity.

Where a claim is found to be fraudulent or abusive, appropriate action may be taken in accordance with applicable law.

Nothing in this section is intended to prevent a customer from raising a genuine complaint or exercising any rights available under applicable law.

19. Policy Fairness & Customer Rights

We believe a return policy should protect both the customer and the business.

Nothing in this policy is intended to exclude, restrict, or override any consumer rights, remedies, or protections that cannot legally be excluded or restricted under applicable law.

If you believe that your product has a genuine defect, damage, incorrect fulfilment, or other issue, please contact us. We will review the matter fairly based on the available information and the circumstances of your order.

20. Processing Time

We aim to handle return and refund requests as quickly as reasonably possible.

Processing time can depend on:

• The time taken to receive the returned package;

• Product inspection;

• Availability of replacement stock;

• Payment gateway processing;

• Bank processing times; and

• The completeness of information supplied by the customer.

We will communicate with you if additional information is required to process your request.

21. How to Contact Us

If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact our support team.

Luchila Fashion
Email: luchilafashion@gmail.com
Phone: +919998410124
Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM (IST)
Website: www.luchilafashion.com

When contacting us, please keep your order number ready so that we can assist you more quickly.

22. Final Note

At Luchila Fashion, our goal is not simply to sell you a product — it is to give you a shopping experience you can trust.

If something goes wrong with your order, please reach out to us. We are committed to reviewing genuine concerns fairly, communicating clearly, and providing an appropriate resolution in accordance with this policy and applicable law.

Thank you for choosing Luchila Fashion.