Refund policy

Refund, Return & Cancellation Policy

At Lukha, we are committed to delivering products in excellent condition. To ensure a smooth return or refund experience, please carefully review the following policy.

1. Return & Exchange Window

We offer a 2-day return and exchange window. You must raise your return or exchange request within 2 days (48 hours) of the order being marked as delivered.

Requests submitted after this period may not be accepted.

2. Eligibility for Return or Exchange

A product is eligible for return or exchange only if:

  • The product is unused, unopened, and in its original condition.

  • The product is returned with its original packaging, labels, and accessories, wherever applicable.

  • The original invoice/order details are available at the time of return pickup.

  • The return request is raised within 48 hours of delivery.

  • In case of a damaged, incorrect, missing, or tampered product, a complete unboxing video may be required for verification.

Used, altered, damaged, or incomplete products may not be eligible for return or exchange.

3. Valid Reasons for Return or Exchange

A return or exchange request may be accepted in the following cases:

  1. You received a damaged product.

  2. You received an incorrect or different product from what you ordered.

  3. The product's seal or packaging was visibly broken or tampered with at the time of delivery.

  4. The product was expired before or at the time of delivery.

  5. The order contains a missing or incorrect item, subject to verification.

Any delivery-related discrepancy must be reported within 48 hours of delivery.

4. Unboxing Video Requirement

For orders involving damaged, missing, incorrect, or tampered products, customers are strongly advised to record a continuous unboxing video from the sealed package through the opening of the parcel and display of the contents.

The video should clearly show:

  • The shipping label/order details

  • The condition of the outer packaging

  • The complete contents of the parcel

  • Any visible damage, tampering, or missing items

The unboxing video may be requested as supporting evidence during the verification process.

5. Non-Returnable Orders

Returns and refunds will not be accepted for:

  • Products purchased during a sale, clearance, or promotional period, unless the product is damaged, incorrect, expired, or otherwise covered under applicable consumer rights.

  • Gifting-category products, unless the product is damaged, incorrect, expired, or otherwise covered under applicable consumer rights.

  • Products that have been used, altered, washed, opened, or damaged after delivery due to customer handling.

6. Return Pickup Process

Once your return request is approved, we will arrange a pickup from the same address to which the order was delivered, subject to service availability.

You will be notified of the expected pickup date and other relevant details.

The product must be securely packed and handed over in its original condition along with the applicable packaging and invoice/order details.

7. Exchange Process

If an exchange is approved, the replacement product will generally be dispatched within 3–5 business days after the returned product has been successfully picked up and verified, subject to product availability and serviceability.

If the replacement product is unavailable, we may offer an alternative resolution, including a refund where applicable.

8. Refund Process

If your refund request is approved, the returned product must first be collected and received at our warehouse.

After receiving the product, our team will inspect it to verify that it meets the return conditions stated in this policy.

Once the return is successfully verified, the eligible refund will be initiated to the original payment method, subject to the applicable payment gateway/bank processing timelines.

A refund may be withheld or rejected if the returned product does not meet the eligibility requirements.

9. COD Orders

For Cash on Delivery (COD) orders, any partial COD payment made in advance is subject to verification and the applicable refund conditions.

Any non-refundable charges, where applicable, will be clearly communicated before processing the refund.

10. Order Cancellation

Cancellation requests will be considered only if the order has not yet been shipped.

If an eligible cancellation request is approved, the amount paid for the cancelled order will be refunded to the original payment method, subject to applicable processing timelines.

Once an order has been shipped, cancellation may no longer be possible. In such cases, the customer may use the applicable return process if the order qualifies under this policy.

11. Order Cancellation by Lukha

Lukha reserves the right to cancel or reject an order in circumstances including, but not limited to:

  • Product unavailability or stock issues

  • Incorrect pricing or product information

  • Suspected fraudulent or unusual transactions

  • Incorrect or incomplete customer information

  • Delivery/serviceability limitations

  • Other operational or technical issues

If an order is cancelled by us after payment has been received, the eligible amount will be refunded to the original payment method.

12. Important Note

Please inspect your package carefully at the time of delivery. If you notice any visible damage or tampering, please report it to us within 48 hours of delivery.

For the fastest resolution, keep your order details, invoice, original packaging, and unboxing video available until your request has been completely resolved.

13. Contact Us

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

Email: [Your Support Email]
Phone/WhatsApp: [Your Contact Number]

Our team will review your request and guide you through the applicable process.