Refund & Cancellation Policy

Last Updated: 29/05/2026

At Lucidus Solution Private Limited, customer satisfaction, order transparency, and timely support are important to us. This Refund & Cancellation Policy explains how refunds, cancellations, failed payments, duplicate payments, return-based refunds, and related support processes work when you shop with us on https://lucidus.in/.

Users are advised to read this policy carefully before placing an order. By placing an order on our website, you agree to the terms mentioned in this Refund & Cancellation Policy.

1. Company, Legal & Business Information

For transparency and customer support, our official business details are mentioned below:

  • Company Name: Lucidus Solution Private Limited
  • Website: https://lucidus.in/
  • CIN: U47912WB2026PTC287204
  • GSTIN: 19AAGCL7456A1ZG
  • Official Email ID: info@lucidus.in
  • Alternate Email ID: lucidussollution@gmail.com | lucidusprivate@gmail.com
  • Official Support Number: +91 6290279572
  • Working Hours: Monday to Friday, 9:00 AM to 6:00 PM

Registered Office Address

Lucidus Solution Private Limited
4TH FLOOR, 409, 18 RABINDRA SARANI GATE NO 1, Poddar Court, 18 RABINDRA SARANI, LALBAZAR, Poddar Court, Kolkata, Kolkata, West Bengal, 700001

2. Order Cancellation Policy

2.1 Customer-Initiated Cancellation

Customers may request cancellation of an order only before the order is shipped or dispatched.

Cancellation may be allowed only if:

  • The order has not been shipped or dispatched
  • The cancellation request is raised within the permitted time
  • The product category is eligible for cancellation
  • The order is not customized, made-to-order, hygiene-sensitive, or non-cancellable
  • The request complies with the cancellation rules displayed on the Platform

Once the order is shipped or dispatched, it cannot be cancelled under normal circumstances.

Cancellation eligibility may depend on:

  • Product category
  • Order status
  • Payment status
  • Dispatch status
  • Courier pickup status
  • Applicable cancellation rules

2.2 How to Cancel an Order

To cancel your order, please follow the steps below:

  • Go to My Account
  • Open Orders
  • Select the relevant order
  • Click on Cancel Order, if available
  • Submit the cancellation request

If your cancellation request is successfully submitted, you may receive confirmation through email, SMS, WhatsApp, or website notification.

If the cancel option is not visible, it may mean that the order is not eligible for cancellation or has already moved to the next processing, packing, shipment, or dispatch stage.

3. Cancellation Issue Support

If a customer places an order and cancellation cannot be processed despite being eligible under this policy, the customer should immediately contact our official support team.

Please share the following details for cancellation issue support:

  • Order ID
  • Registered mobile number
  • Registered email address
  • Payment reference number, if applicable
  • Reason for cancellation
  • Screenshot or screen recording of the cancellation error, if available

If the cancellation issue is caused due to a technical error, website loading problem, account issue, or system delay, the Company will review the request and may provide an alternate cancellation support process as per the applicable policy.

Cancellation approval or rejection shall depend on:

  • Order status
  • Product eligibility
  • Dispatch status
  • Payment status
  • Courier status
  • Applicable policy terms

4. Cancellation by Lucidus Solution Private Limited

Lucidus Solution Private Limited reserves the right to cancel any order in certain situations, including but not limited to:

  • Payment failure
  • Failed payment confirmation
  • Invalid or incomplete address
  • Product out of stock
  • Technical issue on the website
  • Incorrect pricing or product information due to system error
  • Fraudulent or suspicious activity
  • Repeated fake or risky COD orders
  • Delivery location not serviceable by courier or logistics partners
  • Bulk order, reseller order, or abnormal order activity
  • Order placed using incorrect or misleading customer information

If an order is cancelled by Lucidus Solution Private Limited after successful prepaid payment, the eligible refund will be initiated as per this policy.

5. Refund Policy

5.1 Refund Eligibility

Refunds may be issued only in eligible cases as per this policy.

Refunds may be applicable for:

  • Approved returns after successful quality check
  • Cancelled prepaid orders
  • Failed payments where amount was deducted but order was not confirmed
  • Duplicate payments
  • Orders cancelled by Lucidus Solution Private Limited
  • Eligible cancellation requests approved before shipment
  • Eligible return or replacement cases approved by support

Refunds will not be provided in the following cases:

  • Used, washed, altered, or damaged products returned by the customer
  • Return request raised after the eligible return period
  • Products returned without original tags, labels, packaging, invoice, or accessories
  • Non-returnable or non-refundable products
  • Products damaged due to customer mishandling
  • Incorrect product returned by the customer
  • Cancellation requested after shipment or dispatch
  • Product rejected during quality check
  • Customer provides incorrect refund account or UPI details
  • Fraudulent, abusive, or policy-violating requests

6. Non-Returnable & Non-Refundable Products

Certain products may not be eligible for return, refund, or replacement due to hygiene, safety, customization, or product nature.

Non-returnable or non-refundable products may include:

  • Socks
  • Stockings
  • Dupatta
  • Scarf
  • Innerwear
  • Hygiene-sensitive products
  • Customized or altered products
  • Products marked as non-returnable on the product page
  • Products damaged after delivery due to customer handling
  • Products without original tags, labels, packaging, invoice, or accessories

Product-specific return, refund, or cancellation eligibility may be mentioned on the product page or communicated by official support.

Customers are advised to check product details, size, description, return eligibility, and cancellation conditions before placing an order.

7. Refund Modes

Refunds are processed based on the payment method used at the time of checkout.

7.1 Prepaid Orders

For prepaid orders paid through UPI, debit card, credit card, net banking, wallet, or any online payment mode, the refund will generally be processed to the original payment method.

Refund mode may include:

  • UPI refunds credited to the original UPI account
  • Card refunds credited to the original card or linked bank account
  • Wallet refunds credited to the original wallet, where applicable
  • Net banking refunds credited to the original bank account
  • Payment gateway reversal to the original payment source

The final refund settlement timeline may depend on the bank, UPI provider, card network, wallet provider, or payment gateway.

7.2 Cash on Delivery Orders

For Cash on Delivery orders, approved refunds may be issued through:

  • Bank transfer
  • UPI transfer
  • Store wallet credit, where available
  • Any other mode approved by the Company

The customer may be required to provide valid bank account or UPI details for processing COD refunds.

The Company will not be responsible for refund delay or failed refund caused by incorrect bank account number, IFSC code, UPI ID, account holder name, or payment details provided by the customer.

8. Refund Processing Time

Refunds are usually processed after approval of the cancellation, return, failed payment, or duplicate payment claim.

Refund timeline:

  • Refund initiation generally takes 5 to 7 working days after approval.
  • Bank, UPI, card, wallet, or payment gateway processing may take additional time.
  • In some cases, refund settlement may take up to 10 working days, depending on the bank or payment gateway.
  • Customers will be notified once the refund is initiated, where applicable.

Lucidus Solution Private Limited shall not be responsible for delays caused by banks, payment gateways, wallet providers, UPI systems, card networks, or third-party financial institutions.

9. Return-Based Refund Conditions

Refunds for return cases will be processed only after the returned product is received and verified.

Refunds for returns will be processed only after:

  • The product reaches our warehouse or return collection point
  • The product passes the quality check
  • Original tags, labels, packaging, invoice, and accessories are found intact
  • The product is confirmed to be unused, unwashed, unaltered, and undamaged
  • The return request is found eligible as per the applicable Return Policy
  • The product received matches the original product delivered to the customer

Refund may be rejected if:

  • The product is used, washed, altered, or damaged
  • Original tags, packaging, labels, invoice, or accessories are missing
  • Incorrect product is returned
  • Images, videos, or proof submitted by the customer are unclear or incorrect
  • The product belongs to a non-returnable category
  • The return request is raised after the allowed period
  • The product fails the quality check
  • The customer returns a different product or incomplete product

If the returned product fails the quality check, the refund request may be rejected and the product may be returned back to the customer, subject to applicable policy and logistics feasibility.

10. Failed or Duplicate Payments

If your amount is deducted but the order is not confirmed, it may be treated as a failed payment.

In such cases:

  • The bank or payment gateway may automatically reverse the amount.
  • The refund may generally reflect within 3 to 7 working days.
  • In rare cases, it may take up to 10 working days, depending on the bank or payment gateway.

If the amount is not refunded within the expected time, please contact our official support team with the following details:

  • Registered name
  • Order ID, if generated
  • Transaction ID
  • Payment screenshot
  • Payment date and amount
  • Bank, UPI, card, or wallet reference number

Duplicate payments will be reviewed and, if verified, the extra payment amount may be refunded to the original payment source.

11. Late or Missing Refunds

If your approved refund is delayed or missing, please follow the steps below:

  • Check your bank, UPI, card, or wallet statement.
  • Check whether the refund has been credited to the original payment method.
  • Contact your bank or payment provider for pending refund status.
  • Check your email, SMS, or WhatsApp for refund confirmation details.
  • If the refund is still not traceable, contact our official support team.

Please share the following details with support:

  • Order ID
  • Registered mobile number
  • Registered email address
  • Payment screenshot
  • Transaction reference number
  • Refund confirmation message, if received

Our support team will review the matter and assist you with the refund status.

12. Website Loading or Cancellation Button Issue

If the website is loading slowly, buffering, or the cancellation button is not working, customers should try the following basic steps:

  • Refresh the page
  • Clear browser cache and cookies
  • Try using another browser
  • Try using another device
  • Check internet connection
  • Login again and check order status
  • Take a screenshot or screen recording of the issue
  • Contact official support with order details

If the issue is due to a technical error on the website, the Company will make reasonable efforts to review and resolve the issue.

If cancellation is eligible but the button is not working due to a website issue, customers must contact support before shipment or dispatch wherever possible.

13. Shipping Charges, COD Charges & Other Fees

Shipping charges, COD charges, convenience fees, payment gateway charges, packaging charges, or handling charges may be non-refundable unless required by law or specifically approved by the Company.

Refund of such charges may depend on:

  • Order status
  • Cancellation reason
  • Product status
  • Courier status
  • Payment method
  • Company approval
  • Applicable legal requirements

If the order is cancelled by the Company due to product unavailability or serviceability issue after prepaid payment, eligible refundable charges may be processed as per this policy.

14. Important Conditions

Please note the following important conditions:

  • Cancellation is not guaranteed after shipment or dispatch.
  • Refund approval depends on order status, product status, payment status, and policy eligibility.
  • Return-based refund is subject to successful quality check.
  • Non-returnable products are not eligible for refund unless required by law or approved by the Company.
  • Shipping charges, COD charges, convenience fees, or payment gateway charges may be non-refundable.
  • The Company may reject refund or cancellation requests found to be fraudulent, abusive, or against policy terms.
  • Repeated misuse of cancellation, refund, return, replacement, or COD services may result in account restriction or order cancellation.
  • Refunds will be processed only through approved modes.
  • Customers must provide correct support details, refund details, and order details.
  • Refund timeline may vary due to bank, gateway, UPI, wallet, or third-party delays.

15. Grievance Officer

For any complaint, concern, refund query, cancellation issue, payment issue, delivery issue, technical issue, or website-related support matter, customers may contact the Grievance Officer using the details mentioned below:

  • Name: SUMON BAIDYA (DIN)
  • Designation: Grievance Officer
  • Company: Lucidus Solution Private Limited
  • Email: info@lucidus.in
  • Alternate Email: lucidussollution@gmail.com | lucidusprivate@gmail.com
  • Official Support Number: +91 6290279572
  • Working Hours: Monday to Friday, 9:00 AM to 6:00 PM

Registered Office Address

Lucidus Solution Private Limited
4TH FLOOR, 409, 18 RABINDRA SARANI GATE NO 1, Poddar Court, 18 RABINDRA SARANI, LALBAZAR, Poddar Court, Kolkata, Kolkata, West Bengal, 700001

Complaints will be acknowledged within 48 hours and resolved within 30 days, subject to applicable legal requirements and the nature of the complaint.

16. Policy Updates

Lucidus Solution Private Limited may update this Refund & Cancellation Policy from time to time due to:

  • Changes in law
  • Business requirements
  • Payment gateway requirements
  • Courier or logistics process updates
  • Website performance improvements
  • Customer support process updates
  • Changes in cancellation, refund, return, or replacement procedures
  • Updates in company, GSTIN, CIN, legal, support, or grievance details

The revised policy will be posted on this page with an updated “Last Updated” date.

Continued use of the Platform after policy updates will be considered acceptance of the updated policy.

17. Contact Us

For any questions regarding refunds, cancellations, failed payments, duplicate payments, return-based refunds, website loading issues, cancellation button issues, payment issue, or order support, please contact:

  • Company: Lucidus Solution Private Limited
  • Website: https://lucidus.in/
  • CIN: U47912WB2026PTC287204
  • GSTIN: 19AAGCL7456A1ZG
  • Official Support Number: +91 6290279572
  • Email: info@lucidus.in
  • Alternate Email: lucidussollution@gmail.com | lucidusprivate@gmail.com
  • Support Hours: Monday to Friday, 9:00 AM to 6:00 PM

Registered Office Address

Lucidus Solution Private Limited
4TH FLOOR, 409, 18 RABINDRA SARANI GATE NO 1, Poddar Court, 18 RABINDRA SARANI, LALBAZAR, Poddar Court, Kolkata, Kolkata, West Bengal, 700001

End of Refund & Cancellation Policy