Cancellation, Return & Refund Policy

Cancellation before shipment:

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team at lelys@info.in or call us on +91 99835 99853.
In such cases, the order will be canceled and the money will be refunded to you within 24-48 business hours after the cancellation request.

Cancellation post shipment:

If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team at lelys@info.in

• In case you have canceled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
• Once we receive the product(s) back and verify its packaging/condition, we will refund your money within 24-48 business hours.

How will I get refunded for the canceled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

• For payments done through credit/debit cards or net banking,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
• For cash on delivery transactions,we will initiate a bank transfer against the refund amount for the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.

What if I used discount vouchers or loyalty points during the time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

How do I return an item purchased on Lely’s?

Lely’s offers its customers an ‘Easy return policy, wherein you can raise a return/exchange request for a product within 2 days of its delivery. We do not accept partial returns wherein you can raise a return request for all products in your order.

• Step 1: Contact our Customer Support team via email (lelys@info.in) within 2 business days of receiving the order.
• Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
• Step 3: You need to send the parcel at your cost and only product price will be refunded not the shipping and COD charges. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Returns will not be accepted under the following conditions:

• The product is damaged due to misuse/overuse.
• Returned without original packaging including price tags, labels, original packing, freebies, and other accessories, or if the original packaging is damaged.
• The serial number has tampered.
• Defective products that are covered under Seller/Manufacturer’s warranty.
• The product is used or altered.
• If a request is initiated after 5 business days of order delivery.
• Free product provided by the brand.

Categories not eligible for return:

• Innovative Products or Skincare accessories cannot be returned.
• Personal care appliances cannot be returned due to hygiene issues.
• Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

• Step 1: Contact our Customer Support team via email fathers within 5 business days of receiving the order.
• Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
• Step 3: You need to send the parcel at your cost and only product price will be refunded not the shipping and COD charges. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock and according to terms and conditions. In case that a replacement may not be available, we will refund you the full amount.

Do I have to return the free product/gift when I return a product?

Yes. The free product/gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

No. A return can be created at the complete order, you can initiate a return/replacement/refund for entire item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

• For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
• For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.