Refund and Exchange Policy

This Exchange Policy (“Policy”) will be effective from 1 September ,2025.

This Exchange Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of Elluci, a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise.

Elluci is committed to conducting its business with fairness, transparency, and a customer-first approach. This policy aims to provide clarity and consistency in the handling of  exchange requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.

WHEREAS
•ELLUCI (the “Company”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including exchanges.

•The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;

•In alignment with these legal obligations and industry best practices, the Company has adopted this Exchange Policy to serve as a standardized framework for evaluating and processing exchange requests. 

•This Policy applies to all customers purchasing products from the Elluci website, and outlines the rights and responsibilities of both the consumer and the Company with regard to product exchanges, reverse shipping procedures, and grievance escalation.

NOW THEREFORE, Elluci hereby adopts this Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.

1. DEFINITIONS AND INTERPRETATION
1.1. Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:
•“Act” Shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments or rules issued thereunder, which govern the rights and obligations of consumers and sellers in India.
•“Customer” Shall mean any individual or entity that has purchased or placed an order for products offered by Elluci through its official website.

•“Exchange” Shall mean the process through which a customer returns a product in accordance with the terms of this Policy and receives either a replacement of the same product in a different size,subject to inspection and eligibility.
•“Reverse Shipping” shall mean the process of collecting and sending the product back to Elluci from the Customer, at the sole cost and responsibility of Elluci, through its designated logistics partner or any reliable courier or delivery service arranged by the Company.
•“Eligible Product” Shall mean a product that qualifies for exchange under this Policy, provided it is unused, unwashed, undamaged, and returned with original packaging and tags intact.
•“Non-Returnable Product” Shall mean products expressly excluded from exchange due to hygiene, safety, customization, or other commercial considerations, as notified by the Company.
•“Grievance Redressal Officer” or “GRO” Shall mean the designated officer appointed by the Company for addressing and resolving consumer complaints, in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.
•“Products” or “Product” shall mean T-shirts, menswear, or any other apparel or merchandise offered for sale by the Company on its official website.

1.2. Interpretation

•In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
•Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
•References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.
•Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings
•Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.
•The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.
•All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.

2. PURPOSE

•The purpose of this Exchange Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product exchanges. This Policy is designed to ensure that customers of Elluci (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for Exchange.consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clarity, fairness, and responsiveness in e-commerce operations.
•Through this Policy, Elluci seeks to maintain a consistent and principled approach to after-sale engagement with its customers.
•In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & exchange mechanisms.

3. PROCESSING TIMELINE
•All customer orders are processed within 24 to 48 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays as per Clause 3(b) of the Shipment Policy.
•Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, or exchange timelines under this Policy.
•Late delivery notice: If Elluci anticipates a delay in processing an order beyond the standard 24 to 48 working hours, the customer shall be notified of such delay at least one (1) working day in advance. This clause applies only to delays in order processing prior to dispatch and does not cover delays arising after the order has been handed over to third-party logistics providers.

4. SCOPE OF THE ELIGIBILITY FOR EXCHANGE

•The Customers may request an exchange for eligible products purchased from ELLUCI, subject to the terms and conditions outlined herein. An exchange request will be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned products and accept or reject exchange requests at its sole discretion based on the condition of the returned goods and compliance with the prescribed timeline and return procedure.
•A product shall be eligible for exchange only if all the following conditions are satisfied:

•Any product that fails to meet the above conditions shall be deemed ineligible for exchange, and the return shall be rejected without any issuance of a credit note or replacement. The Company will not be liable for any products lost or damaged during the return transit initiated by the customer.

5. NON-ELIGIBILITY FOR EXCHANGE

•Elluci is committed to maintaining high standards of quality and customer satisfaction in all product purchases. However, to ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for exchange. Customers are advised to review the following exclusions carefully before placing or initiating any exchange request.
•An exchange shall not be permitted under the following conditions:

1.Used, worn, or washed products: products that show any visible signs of wear, use, washing, ironing, fragrance application, or tampering will be automatically disqualified from exchange.
2.Missing original tags or packaging: products returned without the original tags, size labels, packaging, or invoice shall be considered non-exchangeable.
3.Exchange request initiated after the timeline: If an exchange request is not raised within 48 hours of delivery or if the approved product is not dispatched within 3 calendar days, the request will be rendered invalid.
4.Damage caused by the customer: products damaged due to improper handling, cutting, tearing, staining, or exposure to water or chemicals will not be accepted for exchange.
5.Multiple exchange requests for the same order: Only one exchange is allowed per order. Multiple or repeated requests for the same product/order ID will not be processed.
6.Clearance, discounted, or promotional sale items: Products marked as “Final Sale,” “Non-Returnable,” or part of a clearance offer at the time of purchase shall not qualify for exchange.

PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SET FORTH IN THIS CLAUSE SHALL BE RETURNED TO THE CUSTOMER.

•Wrong Item Delivered:

•If an incorrect item is delivered, whether in terms of color, size, design or type, customers must initiate exchange within 48 hours of delivery with photos of the product, packaging, and invoice.
•After verification, Elluci will arrange return shipping and send the correct item at no extra cost.

Inventory Unavailability:

•In cases where an approved exchange product becomes unavailable due to inventory issues, Elluci shall notify the customer and issue a credit note within 7 to 10 business days, as per this Policy. Customers may also choose an alternate product of the same value via a credit note.The Company shall not be liable for any loss caused due to such unavailability.

6. PROCESS OF EXCHANGE, STEP BY STEP

•Elluci provides a seamless and customer-friendly exchange mechanism for eligible product purchases, subject to the terms of this Policy. Customers seeking an exchange must strictly adhere to the step-by-step process outlined below:
•Additional Provisions:
1.Exchange shall be permitted only once per order.
2.Elluci does not currently provide reverse pickup or in-house courier collection.
3.Exchange requests raised through any mode other than email or outside the stipulated timeframes shall be considered invalid.
4.The Company shall not be responsible for any loss or damage to the product during return transit arranged by the customer.

Step	Action	Description
Step 1	Initiate Exchange Request	Within 7 days of delivery, the Customer must submit an exchange request either via the Exchange Request link on the Website or by  mail : elluci25@gmail.com with subject: “Exchange Request – [Order ID]”. Required information includes: • Reason for exchange (e.g., size mismatch, defective product) • Photographs of the product with tags and packaging intact • Copy of the order invoice • Additional evidence (unboxing video), if requested
Step 2	Review & Approval	Elluci will review the request within 2 business days and notify approval or rejection based on Policy eligibility.
Step 3	Customer Arranges Return Shipping	Upon approval, Elluci arranges reverse pickup via designated logistics within 3 calendar days at Company cost. The package must include: • Product in unused, unwashed, saleable condition • Original tags and packaging • Original invoice • Secure packing to avoid transit damage
Step 4	Audit, Inspection & Verification	Elluci inspects the returned product for compliance with exchange conditions. Inspection may take up to 3 business days.
Step 5	Issuance of promo code (credit note)	If the product passes inspection, a unique, non-transferable promo code equal to product value will be issued, valid for 90 days, via email.
Step 6	Exchange Timeline	If the product passes inspection, a unique, non-transferable promo code equal to product value will be issued, valid for 90 days, via email.

7. CREDIT NOTE/ PROMO CODE POLICY

Elluci does not provide refunds in the form of cash, bank transfers, or original mode of payment. Instead, for all approved and successfully processed exchange requests, the Company issues a non-cash refund in the form of a credit note, also referred to as a promo code, subject to the conditions and limitations outlined herein.

Issuance of credit note: Upon successful inspection and approval of the returned product in accordance with Clause 6 (Exchange Process), Elluci shall issue a unique, non-transferable promo code to the Customer. The promo code shall represent the equivalent monetary value of the exchanged product, excluding any shipping charges, and shall be communicated to the Customer via email to the registered email address.

The promo code issued by Elluci shall be subject to the following conditions:

1. 1. It shall be linked to the original order ID and the Customer’s registered account;
   2. It shall be issued only after the returned product has successfully passed the internal quality inspection;
   3. It shall be valid for a single use only and cannot be split, combined, or used in conjunction with any other promotional codes or offers; and
   4. It shall be applicable exclusively on future purchases made through the official Elluci website.
2. Elluci shall endeavour to issue the credit note within a maximum period of two (2) business days from the date of completion of inspection and approval of the returned product. Any delay caused due to technical or operational reasons shall not be construed as a breach of this Policy.
3. Validity and Conditions of Use: The credit note shall remain valid for a period of ninety (90) calendar days from the date of issuance. The Customer must utilise the entire value of the promo code within this validity period, failing which the promo code shall automatically expire and shall not be renewed, reissued, or extended under any circumstances.
4. The following conditions shall apply to the use of the promo code:
   1. The promo code must be applied at checkout at the time of placing a new order;
   2. No balance or residual value shall be carried forward if the order value is less than the promo code value;
   3. If the order value exceeds the promo code value, the Customer shall be required to pay the balance amount using the available payment methods; and
   4. The promo code cannot be redeemed for cash, transferred to another individual, or applied retrospectively to any prior purchase.
5. The Company shall not be held liable for any expired, lost, deleted, or unused promo codes. Customers are responsible for maintaining access to their registered email and ensuring timely use of the issued code.
6. In the event of any grievance or technical error where a promo code has not been issued after an approved exchange, the customer may raise the concern through the Grievance Redressal Mechanism outlined under Clause 10. Elluci shall investigate and resolve the issue promptly. 

    

   8. OBLIGATIONS OF THE CUSTOMER

   1.In order to initiate and complete a valid exchange request under this Policy, the Customer must comply with the following obligations, which are mandatory and non-negotiable. These obligations ensure that the Company can process exchanges efficiently while protecting against misuse, hygiene concerns, and logistical inconsistencies.
   2.The Customer shall ensure that any product being returned to Elluci for the purpose of exchange is:
   1.In unused, unwashed, and unworn condition;
   2.Free from stains, perfume, damage, or any sign of wear;
   3.Accompanied by all original tags, labels, size stickers, and manufacturer packaging; and
   Returned in secure, tamper-proof packaging to avoid any damage during transit.
   Elluci reserves the right to reject any exchange request if the returned product fails to meet the above conditions, and such product shall be returned to the Customer at their own cost, without issuance of a credit note.
   4.To substantiate claims of product damage or manufacturing defects, Elluci may request the Customer to provide an unboxing video clearly showing the package being opened from a sealed state, with the product, invoice, and tags visibly identifiable. While this requirement is not mandatory for all exchange requests, it may be enforced at the discretion of the Company in specific cases to validate authenticity of damage-related claims. Failure to provide the video upon request may lead to rejection of such claims.

   In addition, any reverse shipping cost or incidental charges incurred by the Customer during the return process shall not be compensated or refunded by the Company.