Refund, Exchange & Return

 

  • We are committed to make your shopping experience as fuss-free and enjoyable as much as possible! Please read through the following terms & conditions prior to making a purchase.
  • Making a purchase indicates that you have acknowledged, understood, and agree to adhere to the following terms and conditions.
  • Products that are on sale or discounted, or purchased with a coupon or gift voucher are not eligible for returns, refund or exchange. Please go through the size chart carefully for on-sale products.
  • If you have received the damaged product or a wrong product, please send it back to us with your order number. After sending the product back to us, & delivered to us we shall send you a fresh piece.
  • There are some items that are Made to order which are not eligible for returns. The return and exchange policy for such product is clearly mentioned on the product page. 
  • No exchange or return for Sarees, Accessories, Home Decor & Jewellery categories.

RETURNS & EXCHANGES

  • What is the Exchange policy on lugai ?

As a company policy we do not provide refund/return on any product once sold. Once the Lugai pieces are sold they can be exchanged for replacement in a bigger or a smaller size (provided the aforementioned terms and conditions are met). Customer will be issued a credit note, in case the desired size of the product is not in stock.

If the product is not from sale section & eligible for size exchange, you may write to us at lugai.apparels.com within 2 working days or 48 working hours of delivery to request an exchange.

Once acknowledged by the Lugai team during next working day, please send the product back to us yourself, we do not have a reverse pickup facility for now. Please do not forget to take acknowledgement receipt from the courier person about the number of products you are dispatching with his signature and mobile number. Lugai will not be responsible for any lost shipment.

The cost of return shipping is at the customer’s expense and is non-refundable. We recommend returning items through traceable mail.

Address for the Exchange: 

         C-420/421, Sumel Business Park-3 (Safal-3),
         B/H New Cloth Market, Raipur,
         Ahmedabad-380001

  • Exchange can be done within 7 days for the date of delivery
  1. Only products which are unused, unworn, unwashed, undamaged, with all its labels and tags completely intact, in original packaging and eligible for exchange.
  2. Please mention your name, address, number, email and order id on the parcel along with the size needed.
  3. Please do note, that exchange is allowed once per order.
  4. Size exchange is available (in case of size exchange, the customer is eligible to get a bigger or smaller size, equal to the amount of the exchanged product minus the shipping/COD cost of to & fro).
  5. Store credit equalling the amount of the exchanged product minus the shipping/COD cost of to & fro with a validity of 30 daysfrom the date of receipt of store credit.
  6. The cost of shipping to & fro (reverse pickup as well as shipping charges) for the product is to be borne by you.
  • Can I cancel my order?

Prepaid orders are not eligible for cancellation.

You can cancel your Cash on Delivery order within 24 hours of order. Please call us on 01416652270 or write to us at lugai.apparels@gmail.com to request a cancellation.

The customer agrees not to dispute the decision made by Lugai and accept The Lugai’s decision regarding the cancellation.

  • How will I receive the credit for my money when desired size of the exchange product is not available?

The credit note will be emailed to you, which you can use in next 30 days on the Lugai website. Please make sure that you use the credit in one go.

  • Can I exchange a part of my order?

Yes. You can exchange any products that are eligible for exchange within 48 hours of delivery. Please do note there are some items that are not returnable or exchangeable.

  • My garment does not fit me. What can I do?

If the product does not fit and you would like a new size, please request for a size exchange with the customer service team within 48 hours of receiving the product. Our team will try its best to help you for any size exchanges, alterations subject to availability. In case the size you have requested is not available we will offer you the option to get credit note to buy something else.

  • Why my exchange is not accepted?

We endeavour to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards.

    • Exchange/Return not accepted if Customer does not like the material or colour of the dress, we suggest that the customer should read the product description & have a look at all the pictures before ordering. You can also call us to know more details about the product if needed.
    • Our products are made and handled by human hands involving various processes.There is bound to be variations in colour, finish and overall look. The colours you see on our website will depend on the accuracy of your monitor for which subtle variations must be acknowledged.
    • 10-12% Colour difference depends on the screen resolution of the device used by the client and camera lights, please don’t expect an exchange or return for the same.
    • We have made every effort to display the colours of our products that appear on Lugai as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.
    • Exchange/Return not accepted if the product is washed and worn.
    • Purchase made from SALE section are not eligible for any kind of return or exchange. All the sale, discounted, brought with a coupon and gift voucher purchases are non returnable, non refundable & non exchangeable.
    • No exchange or return for Sarees, Accessories, Home Decor & Jewellery categories.

 

INTERNATIONAL SHIPPING AND RETURNS

  • Which countries does Lugai ship to?

Lugai ships worldwide.

  • What are the international shipping costs and duties?

For all international orders from outside India, orders under USD 150 are charged INR 2000 per kg (approx. USD 20) and orders above USD 150 are shipped free.

Please note that custom duties and taxes will be charged at the time of delivery based on actual duties charged by your country of delivery address.

  • Can I return, exchange or cancel an international order?

Please note that international orders are not eligible for returns/cancellations or exchanges. For tracking please email us on lugai.apparels@gmail.com

  • How long will it take for my order to reach me?

From the time of shipping – it will take about 10-12 days for your international order to reach you.

  • What payment methods does LUGAI allow for international shipping?

You can use all international credit cards to make the payment for your international shipping orders.