Refund policy
1. Our Commitment to You
At Lusso Lifestyle, we take pride in delivering premium vegan luxury footwear. Every product is shipped with care to meet your expectations. However, if you are unsatisfied with the product's quality, color, or fit, we offer a hassle-free return and exchange policy subject to the terms below.
2. Return & Exchange Policy - India
2.1 Eligibility Criteria
You may request a return or exchange within 7 calendar days from the date you receive your product. In case of defected or wrong product received, it is mandatory to provide an unboxing video that clearly shows the product and highlights any defects or issues. Requests submitted without an unboxing video will not be accepted under any circumstances.
The product must be returned in unused, unworn, and undamaged condition, free from wrinkles, creases, or scratches. It must be sent back in its original packaging, including all tags, the product box, and any accessories that were included with your order.
When trying on your shoes for the first time, please ensure that you do so on a clean surface or carpet to avoid any damage to the soles. Avoid pressing on the toe area or applying excessive pressure while walking, as this may leave creases or marks that could make your return ineligible.
2.2 How to Request a Return or Exchange
To initiate a return or exchange, you must submit your request within 7 days of delivery through our Return/Exchange Portal. After your request is submitted, you must ensure the product is securely packaged and shipped back to us in its original condition. Once received, your product will undergo a Quality Check at our warehouse to verify eligibility before we process your return or exchange.
2.3 Refund and Exchange Processing Fee
We offer a zero-fee exchange for one-time exchanges requested within the eligible 7-day period. If an order is placed using a discount or a special offer, the items must be shipped back to us in unused, fresh condition with the entire packaging intact.
If your return is approved, you will receive the refund in the form of store credits that can be used for future purchases on our website. Please note that this store credit cannot be combined with any other promotional coupons or discounts.
For prepaid orders where the customer chooses to opt for a refund (instead of an exchange or store credit), a 15% restocking fee will be applicable. Kindly note that this policy does not apply to products purchased during sale periods or with any promotional discounts.
This fee exists because every pair at Lusso Lifestyle is handcrafted on demand by skilled kaarigars, and cancellations or returns result in material, labour, and logistical costs that cannot be recovered.
The restocking fee helps support our artisan workforce, accounts for quality checks, packaging, payment gateway charges, and operational service fees involved in processing your order.
2.4 Non-Eligible Products
Made-to-Order products are not eligible for return or exchange under any circumstances. Accessories and wallets may be exchanged only; refunds or store credits do not apply to these items. Products Ordered under special offers, discounts, sales are not eligible for returns and exchanges.
2.5 Shipping Costs
Please note that any shipping costs paid at the time of your original purchase are non-refundable, regardless of the outcome of your return or exchange.
2.6 Order Cancellation Window
Order cancellation requests must be raised within 12 hours of placing an order.
Once an order has been processed in our workflow, initiated into production, or packed for dispatch, it will no longer be eligible for a refund back to your original payment source in the event of cancellation. In such cases, we can assist with exchanges or store credits as applicable.
Because we operate with handcrafted, made-to-order processes, cancellations after the production stage directly impact wages, raw material utilisation, and manufacturing timelines. This policy ensures fairness and sustains the livelihood of our artisans while maintaining the operational efficiency that allows us to deliver premium craftsmanship.
3. Return & Exchange Policy - International Orders
Unfortunately, as of now, no Returns or Exchanges on international orders can be processed. Please ensure your size selection is accurate before purchasing.
4. Replacement for Damaged or Incorrect Items
If you receive a damaged, broken, or incorrect product, we offer a free replacement provided you submit a valid unboxing video showing the issue. Once your request is verified, we will arrange to send you a replacement at no extra cost.
In cases where the replacement product is out of stock, you have two options. You may choose to wait for the product to be made to order, which typically takes approximately 15 days to craft and additional shipping time, or you may select another available product from our store of equal or higher value.
5. Unethical Purchase & Cancellation Policy
We reserve the right to cancel orders placed using technical glitches, misused offer codes, or manipulated promotions. Customers found placing repeated bulk orders followed by returns/cancellations may be charged a cancellation fee up to the full order value, with no refund eligibility.
6. Contact Us
For any assistance, contact us at:
Email: orders@lussolifestyle.com
WhatsApp Support Only: +91 9136436216
Business Hours: Monday to Friday, 11AM - 6:30PM
Mandatory Clause
By placing an order on our website, you agree to and accept our Return & Exchange Policy, Terms & Conditions of our company Lusso Lifestyle Private Limited.
