1. Who is Lukwow?
Lukwow Fashion Limited, a company incorporated under the laws of Bangladesh, having its registered office at House no. 13/7, 3rd
Floor, Shahid Salimullah Road, Mohammadpur, Dhaka, Bangladesh ("Lukwow")
is a retail company which offers various retail solutions, including, through its website www.lukwow.com
and its mobile and tablet applications ("Platforms")
various online lifestyle, fashion and electronics solutions, which inter alia
facilitates the sale and purchase of electronics, toys, and lifestyle and fashion merchandise ("Products")
by users of the Platforms ("Users")
2. What is this Return and Refund Policy?
2.1. In keeping with lukwow’s goal of ensuring User satisfaction, this return and refund Policy (“Return and Refund Policy”)
, sets out Lukwow’s procedures and policies in accepting Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return of Products by Users shall be governed by and subject to the terms and conditions set out under this Return and Refund Policy.
3. Terms of Return and Refund
|FASHION AND LIFESTYLE PRODUCTS
||Any apparel, accessories, cosmetics, footwear, sunglasses, certain fashion jewellery, etc.
||15 days from the date of delivery – as long as the product is unused and the price tags are intact
|Innerwear: Briefs and Panties, lingerie sets, socks and stockings
||Devices, accessories, smart watches, pen drives, hard disks, speakers, power banks, etc.
3 days from the date of delivery – only if there is apparent visible damage, or key product-related defects.
In case of any issues after 3 days from the date of delivery:
Users may contact the manufacturer directly under the product warranty provided by the manufacturer (if any).
||03 days from the date of delivery – as long as the product is unused and the price tags are intact.
3.1. If the User is dissatisfied with the purchased Product received from lukwow, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by lukwow after due verification at its sole discretion), 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) 48 hours from the date on which he/she received the delivery of the Product, in case of electronics,(b) 03 (three) days from the date on which he/she received the delivery of the Product, in case of toys, and (C) 03 (three) days from the date on which he/she received the delivery of the Product, in case of non-electronic Products. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money 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 or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this 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. lukwow reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.
3.2. A User is permitted to fully or partially cancel orders prior to its dispatch from lukwow. Upon successfully placing an order on the Platforms and after lukwow has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting Lukwow to process a cancellation by sending an email to [email protected]
. In all events of cancellation, prior to the dispatch of the purchased Products, Lukwow shall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s store credit 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 lukwow initiates the refund. All refunds, except for refund to store credit, shall be subject to applicable charges as may be deducted by the User’s bank.
3.3. If a User has purchased Products which 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 Lukwow 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.
3.4. Return of or refund for purchased Products shall not be entertained by Lukwow if:
- 3.4.1. The Product has been used for reasons apart from checking fit and comfort. If Lukwow is satisfied that the Product has been used for reasons apart from checking fit and comfort, lukwow shall reserve the right to reject the return of the Product;
- 3.4.2. The Product has been washed;
- 3.4.3. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
- 3.4.4. The serial number/IMEI number/bar code of the Product, as applicable, does not match lukwow’s records;
- 3.4.5. The accessories delivered with the Product (such as chargers, earphones, user manuals, etc) are not returned along with the Product, in an undamaged condition;
- 3.4.6. There are any dents, scratches, tears or any other damage to the Products or any part thereof;
- 3.4.7. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by lukwow;
- 3.4.8. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or
- 3.4.9. lukwow is satisfied that the Product has been rendered defective or unusable.
3.5. lukwow shall not accept return or refund requests raised for any of the following Products:
- 3.5.1. Lingerie, innerwear, and swimwear;
- 3.5.2. Cosmetics;
- 3.5.3. Deodorants and perfumes;
- 3.5.4. Fashion jewellery;
- 3.5.5. Socks and stockings;
- 3.5.6. Gift vouchers issued by lukwow, if any; and
- 3.5.7. Such other Products as may be specified by lukwow from time to time.
3.6. lukwow shall initiate a process of refund of the money 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 the lukwow shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
3.7. It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary and subject to Clause 3.6 above, Products may be returned only in case of defects or deficiencies in the Product, and not for any other reason.
3.8. It is hereby clarified that in the case of toys, notwithstanding anything to the contrary and subject to Clause 3.6 above (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.
3.9. It is expressly clarified that the refund entitled to by a User shall not include money 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 lukwow after due verification at its sole discretion).
3.10. lukwow 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. lukwow disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
3.11. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, lukwow 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.
3.12. lukwow shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by lukwow, the refund should reflect in the User’s bank account and/or the User’s store credit 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 lukwow initiates the refund.
3.13. Refunds shall be processed by lukwow through its normal banking channels except in cases where a User had utilised existing store credit for purchase of Products or opted for the cash on delivery option. Where a User had utilised existing store credit or the cash on delivery option for payment towards the purchased Products, lukwow shall process all refunds into the User’s store credit.Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, lukwow shall process all refunds through a Payment Option (as defined in the Fee and promotions Policy) lukwow deems fit, in its sole discretion, to process such refunds. Once the amount is refunded as store credit to a user's lukwow account,it cannot be further refunded to any other bank account or as cash, and would continue to remain in the User’s lukwow account until exhausted for shopping on the Platforms.
For the purpose of illustration, if a User purchases a Product worth BDT 1,000 (One thousand Bangladeshi Taka) and pays BDT 500 (Five hundred Bangladeshi Taka) for the purchase of such Product using available store credit, and the remaining BDT 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then lukwow may choose to refund, at its sole discretion, BDT 500 (Five hundred Bangladeshi Taka) to such User’s store credit account and the remaining BDT 500 (Five hundred Bangladeshi Taka) to the User’s credit card source account, or both the amounts only as store credit.
3.14. Return of purchased Products are facilitated through lukwow’s reverse-logistics partners. Upon a User making a reque for return of Product on the Platforms and the same being duly acknowledged by lukwow, lukwow’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to lukwow. While lukwow has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in Bangladesh, currently, lukwow has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where lukwow 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 lukwow’s warehouse. Upon self-shipping the Product to lukwow’s warehouse, the User shall be required to scan the courier/postal receipt to [email protected]
for lukwow’s records. Wherever the User is required to self ship the purchased Product, lukwow shall credit a sum of 150 store credits to the User’s lukwow account,The aforesaid credit is subject to the returned products passing quality check at lukwow’s returns desk/warehouse. The address of lukwow’s returns desk is:
Returns Manager – lukwow
lukwow (Pvt) Ltd.
House No. 13/7, 3rd Floor,
Shahid Salimullah Road,
3.15. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 3.9 above and lukwow 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 lukwow to prove his/her claim of return of Products through self-shipment to lukwow. It is specifically clarified that any refunds or exchange shall be processed by lukwow 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.
4. Grievance Redressal
Any grievances relating to the Return and Refund Policy may be directed by you to the grievance officer of lukwow who can be contacted at [email protected]