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  • Return and Refund Policy

Return and Refund Policy

1. User Satisfaction Goal

In keeping with THE LIGHTINGALE's goal of ensuring User satisfaction, this cancellation, return, and refund Policy sets out THE LIGHTINGALE's procedures and policies in accepting any return or cancellation of Products by Users. These shall be governed by and subject to the terms and conditions set out under this Cancellation, Return, and Refund Policy.

Users are required to peruse and understand the terms of this Policy. The Return and Refund Policy shall be accepted without modification, and you agree to be bound by the terms contained herein by initiating a request for Return & Refund of the Product(s) on the Platforms.

Process

The process for initiating a return/refund/exchange request:

  • Login with your credentials and visit the “My Account” section.
  • Select the order you want to return and click on “Return/Exchange” and follow the instructions on the page to obtain a Return ID.
  • Kindly drop an email to order@thelightingale.com with an attached image/video of the product.

At the time of refund/return creation, in case of Cash On Delivery (COD) mode, the User should specify the preferred mode of refund, i.e., via UPI, User’s Bank, or THE LIGHTINGALE Wallet.

2. Terms of Cancellation

2.1. Cancellation

  • Prior to the dispatch of the purchased Products, if the user decides to cancel the purchase, the user can do so by logging in to their respective accounts.
  • A user is permitted to fully or partially cancel the orders prior to its dispatch from THE LIGHTINGALE.
  • Upon successfully placing an order on the Platforms, when THE LIGHTINGALE has successfully handed over the Product(s) to its Logistic Partner, the User will receive a unique tracking identity number, which will enable the User to track the status of delivery of the purchased Products.

3. Refund

THE LIGHTINGALE shall initiate refunds (if any) within 4-5 days. and it will be credited back to the original payment method in 4 to 5 business days.

In all events of:

  • Cancellation prior to the dispatch of the purchased Products, THE LIGHTINGALE shall initiate refunds (if any) within 4-5 days.
  • Cancellation after the dispatch/on receiving the product by the user, THE LIGHTINGALE shall initiate refunds within 4-5 days to the User’s Bank Account/UPI from the date on which it received the returned product from the User (once the quality check is done).
  • In case of Cash-On-Delivery (COD), the refund will reflect in the User’s bank account and/or the User’s THE LIGHTINGALE Wallet within 4-5 days (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which THE LIGHTINGALE initiates the refund. All refunds, except for refunds to THE LIGHTINGALE Wallet, shall be subject to applicable charges as may be deducted by the User’s bank.
  • In case of payment made through prepaid mode through any channel, the refund will be made to the original mode of payment (UPI or Bank, etc.). All refunds shall be subject to applicable charges as may be deducted by the User’s bank.

4. Terms of Return

We have a 2-day return policy. Once the products are delivered, the customer has to initiate the return within 2 business days.

Do read all sections carefully to understand the conditions and cases under which returns will be accepted.

  • THE LIGHTINGALE will initiate the refund or replacement process only if the Products are received in accordance with the Cancellation, Return, and Refund Policy.
  • In the event where there are defects and damages in the Product (attributable to, and accepted by THE LIGHTINGALE after due verification at its sole discretion) or in case of late delivery (except in case of force majeure), a user may initiate a request for returning the product on the platform. The User shall initiate such requests for a return within 48 hours/ 2 (two) days from the date on which he/she received the delivery of the Product.

NOTE:

  1. For a smooth exchange or refund of a product:
    • It is mandatory to make a 360-degree unboxing video recording of the product from the start, which shows the original labels and tags with the box being intact.
    • The video is clear, and it highlights/focuses on the defective/damaged/missing part of the product.

    Please note, in case of signs of tampering or lack of sufficient evidence and/or if the video is not shared with us on the registered contact detail or email, as mentioned on the website, the claims may not be fulfilled.

  2. If a User has purchased a Combo/Bundle Package, the User is required to return all the products that form a part of the Package for THE LIGHTINGALE to process refunds.
  3. In case, if the accessories delivered with the Product are not returned along with the product & in an undamaged condition, the return is not eligible.
  4. The User shall ensure that the Product(s) being returned should be unused, unwashed, without any tears or any damage to the product, all packaging material undamaged and unused, with price tags (if any) intact. Such returned Product(s) should not carry stains, sweat, detergent, or body odor.
  5. Refunds will not be eligible if the gifts accompanying the purchased product have not been returned, or upon being returned, show signs of being used, washed, or defect.
  6. In the event a User returns a Product that is not accompanied by the accessories, gifts, or other items originally bundled with such product, THE LIGHTINGALE shall have the right, exercisable at its sole discretion, to:
    • (a) refuse to accept the return of such Product, or
    • (b) process any refund thereof, or
    • deduct the amount payable in respect of such items from the amount of refund such user is entitled to.
  7. THE LIGHTINGALE shall initiate a process of refund or exchange, upon conducting quality checks.
  8. It is further clarified that THE LIGHTINGALE 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.
  9. THE LIGHTINGALE reserves the right to alter and enforce this Cancellation, Return, and Refund Policy at any time without having to serve prior notice on the User.

5. User Notifications

THE LIGHTINGALE shall make all reasonable attempts to keep the User apprised of the status of the refund through updates shared on the User’s registered mobile number and email address. THE LIGHTINGALE disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

6. Special Purchase Conditions

Products purchased during contests, clearance, special offers, or promotional offers can’t be returned or exchanged.

7. Return Shipping

If rare pincodes where the pickup service may not be available & the user wishes for the return of the purchased product, he/she will have to send it to the below-mentioned address, via a courier service, to our warehouse, on his/her expense (up to Rs. 70), which will be reimbursed. In case the charges exceed Rs.70 (including all the charges), the amount will be adjusted against the customer’s refund.

Address:
THE LIGHTINGALE,

8. Grievance Redressal

Any grievances relating to the Cancellation, Return, and Refund Policy may be directed to the grievance officer of THE LIGHTINGALE who can be contacted at info@thelightingale.com.