1. Who is Lexmi India?
Lexmi, a company incorporated under the laws of India, having its registered office at Charuvila Puthan Veedu, Idavoorkkonam, Altharamoodu P.O, Nagaroor – 695102, Trivandrum, Kerala, India. ( Lexmi ) is a retail company that offers jewellary for women’s, through its website lexmi.in and it’s mobile and tablet applications (“Platforms”), various puzzles, fashion which inter alia facilitate the sale and purchase of toys (“Products”) by users of the Platforms (“Users”).
2. What is this Cancellation, Return, and Refund Policy?
2.1. Refund Requests and Return Conditions All orders placed on Lexmi can be requested for a refund within 7 days from the date of delivery date, If the product is delivered incorrectly (wrong size, color, or does not match the product description or specifications) and new, unused and unopen items are accepted. If the item hasn’t been received, including pre-order or back-order products from date of purchase, you qualify for a return request within 30 days from the delivery date. Please note that the Defamation Policy is excluded from returns.
Return Restrictions:
Products including items arriving in the wrong condition (damaged, scratched, or defective), not as described, or if the wrong item was received, will not be accepted for return unless a clear unboxing video is provided. The video should clearly show the unboxing process, with no edits, modifications, or hidden parts. If the video is unclear, low quality, or altered in any way, the return request will be rejected.
Evidence Requirements:
All returns must be accompanied by a clear, unmodified unboxing video. If the video evidence is not submitted within 24 hours from the return request or is insufficient to verify the issue, the return request will be rejected.
Quality and Condition of Products:
For quality reasons, we may not accept returns for used products. If a product is scratched or damaged upon arrival, a replacement item will be sent after the return request is approved. Please note that replacements might take up to 30 days to be delivered. In cases of damaged items, only replacement with a new piece will be offered, not a refund. Once a return request is processed and accepted, it is final; additional requests for new pieces will not be accepted.
2.2. Acknowledgment and Agreement to the Policy
By initiating a purchase request on Lexmi, you agree to the terms of this Cancellation, Return, and Refund Policy and the terms of use at https://lexmi.in/terms-of-use/. If you disagree with any of the terms in this policy, we advise you not to proceed with the purchase. You agree to be bound by this policy by completing a purchase.
3. Terms of Cancellation
3.1. Cancellation Before Dispatch
3.1.1. Order Cancellation Before Dispatch:
Users are allowed to cancel their orders in full or partially before the items are dispatched from Lexmi. If a cancellation request is approved, the refund will be processed. However, bank transaction fees will be deducted from the final refund amount, and the remaining amount will be refunded to the original payment method within 2 working days. The refund will be settled in 5-7 business days after initiation.
3.1.2. Tracking and Order Status:
Once the order has been successfully placed and handed over to our Logistic Partner (as per the Delivery Policy), you will receive a unique tracking identity number. This will allow you to track the delivery status of your order at https://lexmi.in/follow-your-order/.
3.1.3. Cancellation Process:
To cancel an order before dispatch, please reference the unique tracking identity number and send a cancellation request to care@lexmi.in or use the return portal. An unboxing video is mandatory when submitting a cancellation request, even if you’re contacting us via email or other communication channels. This is especially necessary for confirming that the order has not been dispatched yet.
- Return Window:
You have a 30-day window to request a refund if the item has not arrived within 30 days of purchase. The delivery timeline is calculated in working days, excluding Sundays and national holidays. - Accurate Address Requirement:
Please ensure that your shipping address is correct, including the door number, postal code, and a valid contact number where the courier can reach you during delivery. Incorrect address information can lead to delays or cancellation issues.
3.1.4. Refund Process:
For cancellations made before dispatch, Lexmi will initiate the refund within 2 business days from the cancellation request. The refund will be processed to the original mode of payment and may take 5-7 business days to appear in your account.
- Pre-orders and Back-orders:
Pre-order and back-order items are final and non-refundable once the order is placed. Delivery will be initiated once the product arrives in stock. For such orders, cancellation will not be allowed.
3.1.5. Refunds for Cash on Delivery (COD):
In the case of cash on delivery orders, the refund will reflect in the User’s bank account and/or the Lexmi 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 we initiate the refund. All refunds, except for refunds to the Lexmi Wallet, shall be subject to applicable charges as may be deducted by the User’s bank. If payments are made through Lexmi gift cards, the refund amount will be added to the same card without any further charges.
3.1.6. Refunds for Prepaid Orders:
In case of payment made through any prepaid mode, the refund will be made to the original mode of payment. All refunds shall be subject to applicable charges as may be deducted by the User’s bank or payment processor.
3.2. Cancellation After Dispatch
3.2.1. Post-Dispatch Cancellation:
We do not accept post-dispatch cancellations of orders. Once the order has been dispatched, it is considered final, and the only grounds for returns will be if the product is defective or damaged upon arrival. If your item is defective or damaged, please refer to the Return Policy for Defective Items section below.
3.3. Return Policy for Defective Items
3.3.1. Defective Items Only:
Returns will be accepted only for defective items or items that are damaged upon arrival. These include:
- Items that arrive broken or non-functional.
- Items that do not match the product description (wrong color, size, etc.).
- Items that are damaged during shipping or manufacturing defects.
3.3.2. Unboxing Video Requirement:
To initiate a return request for defective items, an unboxing video is mandatory. The video must clearly show the defect and demonstrate that the damage occurred before the item was used.
3.3.3. Return Process:
- Return Request: Submit your return request through the return portal or by emailing care@lexmi.in. Ensure to include the unboxing video and reference your order number or tracking ID.
- Return Window: Defective items can be returned within 7 days from the date of delivery.
- Product Condition: The product should be returned in its original packaging with all accessories and documentation.
- Return Shipping Costs: Lexmi will cover the return shipping costs for defective items. If the item is not defective, the customer is responsible for the return shipping charges.
3.3.4. Refund for Defective Items:
Once the item has been returned and inspected for defects, Lexmi will initiate a refund or replacement. Refunds will be processed to the original payment method within 2 working days, and it may take 5-7 business days for the refund to appear in the account.
3.3.5. Replacement Option:
For defective items, you may request a replacement. The replacement will be sent once the defective product has been returned, at no extra charge, subject to availability.
4. Terms of Return and Refund.
4.1. The category-wise details are set out below which shall apply, subject to the other Terms and Conditions of this Cancellation, Return, and Refund Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the product display page for Product specific return information. Recommended to request immediately to avoid delays if there are any issues with the orders
4.1. We do not accept cancellation of the products if the customer chooses the wrong color or product or a mistake is made by the customer end.
4.2. To reduce, kindly check twice before placing an order, although we accept changes even after the order is placed unlit the product is sent out.
4.3. It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary and subject to paragraph 4.12, Products may be returned only in case of defects or deficiencies in the Product, and not for any other reason
4.4. It is hereby clarified that in the case of toys, notwithstanding anything to the contrary and subject to paragraph 4.12 (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.
4.4. It is hereby clarified that in the case of certain Products, refund will be made once the relevant Product reaches the brand showroom/warehouse and the quality check of the Product is completed. Further, if the User loses any certificate relating to said Product, a fee of INR 100 or 5% of the amount whichever is higher shall be collected from such User if prepaid and no Cod will not be issued.
4.5. Lexmi shall not accept return or refund requests raised for any if the address provided is incorrect, or a mistake when choosing a size, color, or any. We only offer to resend an item to a new address or refund to store credits if happens.
4.6. If the customer fails to accept order such as refused to Accept the time of the delivery, customer are eligible for additional delivery attempt and if customer fails to accept, the package will be returned to us. The refund will initiated only once the return are accepted by Lexmi. The payment collected through partial COD or shipping fees colleced through online paymens are non refundable by any reasons such as not accepted, wrong address provided or rejec at the time of delivery. Those orders are eligible for additional delivery attempt upto 2. COD payment collected through the partial cod are not available for refund as well. We may credit the amount paid online as a coupon for the future use
4.6.1. If the customer has no failed delivery earlier, customer is Eligible for a resend to the same address. An additional fees may charged up to 200 for extra returns. If the customer requesting return after the replacement process initiated, rejection of return process once QC passed for replacement or violation the policy, returns happened earlier, rejection or violation of the policies of the platform are charged fees applicable as per the policies;
logistics foreword and return fees, gateway transaction amount, third-party payments will be deducted from the refund amount and remaining will be credited to the original payment source and will be a minimum deduction of 50 INR or 5% whichever comes first and logistics fee of 100 or orginal payment made whichever comes first with minimum fee of 150 applicable. During process, if customer refuces to accept policy, amount will be refunded to the customer back once final amount charged.
4.6.2. If the customer was unable to accept the delivery during the date should be informed with us through email or through whatsapp support. If the customer was available during delivery and was returned to us will be considered as fake NDR by the delivery partner, which should be reported us as soon as possible before package initiated for a return to us. We will do the necessary to redeliver at no cost.
4.6.3. We will inform the customer through email if given during order placement or notification will be send by official whatsapp support regarding the clarification. If the customer fails to respond within 7 days from the date of, the amount will be refunded as per the policy and no change can be applied later
4.7. If the user has issues with the purchased Product received from lexmi, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by lexmi after due verification at its sole discretion) or in case of late delivery (except in case of force majeure including COVID-19), 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) 15 (Fifteen) days from the date on which he/she received the delivery of the Product, in case of electronics, (b) 10 (10) days from the date on which he/she received the delivery of the Product, in case of toys, (c) 30 (fifteen) days from the date on which he/she received the delivery of the Product, in case of non-electronic Products or toys.
4.8. The User can only return Non-returnable Products if there are defects and deficiencies in the Product (attributable to, and accepted by lexmi after due verification at its sole discretion) or if such Non-returnable Products are delivered late (except in case of force majeure including COVID-19). The User shall initiate a request for returning such Non-returnable Products on the Platforms not later than 7 (seven) days from the date of delivery of Product.
4.9. Subject to the terms of this Cancellation, Return, and Refund Policy, lexmi offers Users an easy return/refund policy. lexmi also accept partial returns wherein the User can raise a return request for one or all Products except in the case of Bundled Packages (as defined hereinafter). The process for initiating the process for raising a return/refund / exchange request is:
4.9.1. Please log in with your credentials and visit the My Account section.
4.9.2. Select the order you want to return and follow the instructions on this page to initiate a return. Kindly email an image, an unboxing video, and the invoice for our reference.
4.9.3. At the time of creation of this return/refund request, the User shall specify the preferred mode of refund i.e. either the User’s bank or lexmi Wallet, if the User had used the cash on delivery mode of payment.
4.9.4. The Products will be picked up within the timelines intimated by lexmi.
4.9.5. lexmi will initiate the refund or replacement process only if the Products are received in accordance with the Cancellation, Return and Refund Policy.
4.10.6. On certain select days as specified by lexmi separate policies may be applicable.
4.10. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies 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 of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Cancellation, 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. lexmi reserves the right to alter and enforce this Cancellation, Return and Refund Policy at any time without having to serve a prior notice on the User. However, lexmi will notify the Users of any change in the Cancellation, Return and Refund Policy by posting a notice on the homepage of the Platform.
4.11. If a User has purchased Products that 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 lexmi 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. It is hereby clarified that if the Bundled Package consists of any Non-returnable Product along with other Products, the User shall return all other Products except the Non-returnable Products.
4.11. Return of or refund for purchased Products shall not be entertained by lexmi if:
4.12.1. The product has been used for reasons apart from checking fit and comfort. If lexmi is satisfied that the Product has been used for reasons apart from checking fit and comfort, lexmi shall reserve the right to reject the return of the Product;
4.12.2. The product has been washed;
4.12.3. the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
4.12.4. the serial number/IMEI number/bar code of the Product, as applicable, does not match lexmi records;
4.12.5. the accessories delivered with the Product (such as chargers, earphones, user manuals, etc) are not returned along with the Product, in an undamaged condition;
4.12.6. there are any dents, scratches, tears or any other damage to the Products or any part thereof;
4.12.7. in the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by lexmi;
4.12.8. the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect;
4.11.9. in the case of precious materials or accessories (watches), if the returned Products are fake or counterfeit, or damaged;
4.12.10. Lexmi is satisfied that the Product has been rendered defective or unusable; or
4.12.11. if the User in any way breaches the Cancellation, Return and Refund Policy
4.13. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, lexmi 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.
4.14. Lexmi shall initiate a process of refund of the monies 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 lexmi shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.
4.15. It is expressly clarified that the refund entitled to by a User shall not include monies 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 lexmi after due verification at its sole discretion). 4.14. Lexmi 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. Lexmi disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
4.17. If the request for refund is undisputed by lexmi, the refund should reflect in the User’s bank account and/or the User’s lexmi 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 exmi initiates the refund.
4.18. Refunds shall be processed by lexmi through its normal banking channels except in cases where a User had utilised his/her lexmi Wallet for purchase of Products or opted for the cash on delivery option. Where a User had utilised his/her lexmi Wallet for payment towards the purchased Products, lexmi shall process all refunds only into such User’s lexmi Wallet. Where a User had opted for cash on delivery option for payment towards the purchased Products, lexmi shall process all refunds into either the User’s lexmi Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to lexmi 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, lexmi shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) lexmi deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s lexmi Wallet, it cannot be further transferred to any other bank account or encashed, and would continue to remain in the User’s lexmi 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 lexmi 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 Cancellation, Return and Refund Policy being met, then lexmi may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s lexmi 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 lexmi Wallet.
4.19. Return of purchased Products are facilitated through lexmi reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by lexmi, lexmi reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to lexmi. While lexmi has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, lexmi has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where lexmi 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 lexmi shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return.. Upon self-shipping the Product to lexmi warehouse, the User shall be required to scan the courier/postal receipt to care@lexmi.in for lexmi records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at lexmi returns desk/warehouse.
4.20. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 4.18 above and lexmi 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 lexmi to prove his/her claim of return of Products through self-shipment to lexmi. It is specifically clarified that any refunds shall be processed by lexmi 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.
5. Defamation Policy
As part of our commitment maintaining a professional and ethical business environment, the following policies are in place for handling defamation, misuse of returns, and unethical practices by customers:
- Fees for Returns and Logistics
We charge a fee of 20% of the product value or ₹250, whichever is higher, to cover logistics, transaction costs, third-party fees, and return management, especially for customers with a history of returning orders and the remaining payment will be refunded to original payment mode and no additional requests are accepted. This fee will also apply if:
The return involves deliberate damage to the product.
Fraudulent claims, such as fake unboxing videos, are made.
The return request stems from an attempt to exploit or force refunds/replacements.
- Threats and Misuse
We do not tolerate threats, coercion, or misuse of our return and refund policies.
Any attempts to force refunds, replacements, or returns using inappropriate behavior or fabricated claims will lead to legal action under applicable laws.
Customers found damaging products intentionally to create issues will be held accountable for the resulting fees and legal costs.
- Restrictions for Suspended Customers
Customers with a history of return misuse or suspended accounts are not permitted to make future purchases.
If such customers are found forcefully placing orders to exploit the system, their orders will be subject to strict review. Applicable fees, as mentioned above, will be charged.
Any new orders delivered under these circumstances must be returned within 48 hours if deemed invalid.
Customers must notify us immediately if they cannot check the order upon delivery due to unavailability.
- Refund and Replacement Policies
Customers with a history of misuse will not be eligible for refunds, replacements, or exchanges for new items unless they provide clear and verifiable evidence of issues.
If valid evidence is presented, only spare parts will be issued for damaged items, not full replacements or refunds.
Any misuse discovered will result in suspension of services, and further orders will be restricted.
- Legal Framework and Accountability
As a registered company, we operate under the following legal provisions:
The Consumer Protection Act, 2019 – Ensuring fairness while protecting the rights of the business against unfair practices by customers.
The Information Technology Act, 2000 – Applicable for addressing fraudulent digital activities, such as fake unboxing or malicious complaints.
Indian Penal Code (IPC), Section 415-420 – Handling cases of cheating, fraud, and exploitation of company policies.
Customers attempting to defame or exploit the company will be subjected to legal proceedings, and we reserve the right to recover any applicable fees, including damages caused by their actions.
5. Contact Us
For any disputes or queries regarding this policy, please reach out to our customer service team. By placing an order with us, you agree to comply with these terms and conditions.
6. Grievance Redressal
Any grievances relating to the Cancellation, Return, and Refund Policy may be directed by you to the grievance officer of lexmi who can be contacted at care@lexmi.in
Warm Regards,
Lexmi
Charuvila Puthan Veedu, Idavoorkkonam, Altharamoodu P.O, Nagaroor – 695102, Trivandrum, Kerala, India.
care@lexmi.in
