Return & Replacement Policy

Last Updated: 29/05/2026

At Lucidus Solution Private Limited, we want every customer to enjoy a smooth, safe, and satisfying shopping experience. This Return & Replacement Policy explains how returns, replacements, damaged product claims, quality checks, pickup process, cancellation support, refund-related support, and website issue support work when you shop with us on https://lucidus.in/.

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

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. Eligibility for Returns & Replacements

We offer a 7-day return or replacement window on eligible products from the date of delivery.

Returns or replacements may be accepted in the following cases:

  • Wrong product delivered
  • Damaged product received
  • Defective product received
  • Size mismatch, only where size options are applicable
  • Product received does not match the description or images shown on the website
  • Product received with missing parts or accessories, where applicable
  • Product quality issue reported with valid proof
  • Incorrect item, color, size, or variant delivered

Return or replacement approval shall depend on:

  • Product category
  • Return request timing
  • Product condition
  • Proof submitted by the customer
  • Order status
  • Delivery status
  • Successful quality check
  • Applicable return and replacement rules

Return or replacement approval is not automatic and will be reviewed as per this policy.

3. Non-Returnable & Non-Replaceable Products

For hygiene, safety, product protection, and quality reasons, certain products cannot be returned or replaced.

The following product categories are non-returnable and non-replaceable:

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

Product-specific return or replacement eligibility may be mentioned on the product page. Customers are advised to check product details, size information, description, return eligibility, and replacement conditions before placing an order.

4. Return Conditions

To be eligible for a successful return or replacement, the product must meet the following conditions:

  • The product must be unused and unworn
  • The product must not be washed, altered, or damaged
  • Original tags, labels, and packaging must be intact
  • Invoice, accessories, freebies, and product parts must be included, where applicable
  • The return request must be raised within the eligible return period
  • The product must pass our quality check at the warehouse or return inspection point
  • The returned product must match the product originally delivered to the customer
  • The customer must provide valid proof wherever required

Returns or replacements may be rejected if:

  • Product is used, worn, washed, altered, or damaged
  • Product is damaged after delivery due to customer handling
  • Tags, labels, original packaging, invoice, or accessories are missing
  • Wrong product is returned by the customer
  • Images, videos, or proof submitted by the customer are incorrect, unclear, edited, or incomplete
  • Return request is raised after 7 days from the date of delivery
  • Product belongs to a non-returnable or non-replaceable category
  • Product fails our quality check process
  • Customer fails to provide mandatory proof for damaged, defective, wrong, missing, or tampered product claims

5. How to Initiate a Return or Replacement

Customers can raise a return or replacement request online from their account section.

Steps to raise a return or replacement request:

  • Go to My Account
  • Open Orders
  • Select the relevant order
  • Click on Request Return / Replace, if available
  • Select the reason for return or replacement
  • Upload required images or video proof, if applicable
  • Submit the request for review

Our support team will review your request and may update you within 24 to 48 working hours, subject to the nature of the request and verification requirements.

If the return or replacement option is not visible, customers may contact official support with order details.

6. Mandatory Proof for Damaged, Defective or Wrong Product Claims

For damaged, defective, tampered, wrong product, or missing item claims, proof is mandatory.

Customers may be required to provide:

  • Clear product images
  • Clear image of the shipping label
  • Clear image of the outer packaging
  • Clear image of the damaged or defective area
  • Full parcel opening video, especially for damaged, tampered, or missing item claims
  • Order ID
  • Registered mobile number
  • Registered email address
  • Product name and issue description

For damaged, defective, or tampered parcel claims, customers must raise a request within 24 hours of delivery. Delay in reporting may affect claim approval.

A full parcel opening video helps us verify the issue and settle claims with courier or logistics partners quickly.

Claims without valid proof may be rejected.

7. Return Pickup Process

Once your return or replacement request is approved, a courier partner may be assigned for pickup.

Return pickup terms:

  • A courier partner will be assigned for pickup where pickup service is available
  • Pickup may be attempted 2 to 3 times by the courier partner
  • The product must be securely packed for pickup
  • Original tags, labels, packaging, invoice, and accessories must be included
  • Customer must hand over the correct product to the pickup agent
  • Product must be in unused, unwashed, unworn, and undamaged condition
  • Customer must be available at the registered pickup address

If return pickup is not available in your pin code or area, you may be asked to self-ship the product to the address shared by our support team.

Self-shipping cost reimbursement, if applicable, will be subject to prior approval from the Company.

If pickup fails due to customer unavailability, incorrect address, unreachable phone number, or product not being ready, the return or replacement request may be delayed, rejected, or closed.

8. Replacement Policy

Replacement is subject to product availability and successful quality verification.

Replacement may be approved only if:

  • The product is eligible for replacement
  • The replacement request is raised within the allowed period
  • The product is unused, unworn, unwashed, and undamaged
  • Original tags, labels, packaging, invoice, and accessories are intact
  • Valid proof is submitted, where required
  • The product passes quality check
  • The same product or replacement stock is available

If the exact product is unavailable, the Company may offer one of the following options:

  • Store credit
  • Refund, where applicable
  • Alternate product suggestion, subject to customer approval
  • Alternative resolution as per Company policy

Replacement approval is not guaranteed and will depend on product eligibility, stock availability, proof submitted, quality check result, and applicable policy terms.

9. Refund Policy for Return Cases

Refunds for return cases are processed only after the returned product is received and successfully verified.

Refunds are processed only after:

  • The returned product reaches our warehouse or return collection point
  • The product passes quality inspection
  • The product is confirmed unused, unworn, unwashed, and undamaged
  • Original tags, labels, packaging, invoice, and accessories are verified
  • The return request is approved as per policy
  • The product received matches the product originally delivered to the customer

Refund Mode

For Prepaid Orders, refund will be processed to the original payment method, such as:

  • UPI
  • Debit card
  • Credit card
  • Wallet
  • Net banking
  • Original payment gateway source

For Cash on Delivery Orders, refund may be processed 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 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.

Refund Timeline

Refunds are usually initiated within 5 to 7 working days after approval.

Bank, UPI, card, wallet, or payment gateway processing may take additional time.

In some cases, the final credit may take up to 10 working days, depending on the bank or payment provider.

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

10. Order Cancellation

Orders can be cancelled only before shipment or dispatch.

Cancellation is allowed only if:

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

Once the order is shipped or dispatched, cancellation is not possible under normal circumstances.

Cancellation eligibility may depend on:

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

For detailed cancellation and refund terms, customers should also refer to the Refund & Cancellation Policy available on the website.

11. Cancellation Button or Return Request Issue

If the cancellation button, return request option, or replacement request option is not working despite the order being eligible, customers should contact official support immediately.

Please share the following details:

  • Order ID
  • Registered mobile number
  • Registered email address
  • Issue screenshot or screen recording
  • Product name
  • Reason for cancellation, return, or replacement
  • Payment reference number, if applicable

If the issue is caused due to a technical error, website loading issue, account issue, browser issue, or system delay, the Company will make reasonable efforts to review the matter and provide an alternate support process as per applicable policy.

Customers must report such issues as soon as possible, especially before shipment or dispatch in case of cancellation requests.

12. Damaged, Defective or Tampered Products

If you receive a damaged, defective, or tampered parcel, you must report the issue within 24 hours of delivery.

Required steps:

  • Record a full parcel opening video before opening the package completely
  • Take clear photos of the outer packaging
  • Take clear photos of the shipping label
  • Take clear photos of the damaged or defective product
  • Raise a return or replacement request within 24 hours of delivery
  • Share all required proof with official support

Claims without required proof may be rejected. This process helps us verify the claim and coordinate with courier or logistics partners.

The Company may reject claims if:

  • The issue is reported after 24 hours without valid reason
  • Parcel opening video is missing, edited, unclear, or incomplete
  • Photos are unclear or do not show the issue properly
  • Product damage appears to be caused after delivery by customer handling
  • Wrong or incomplete information is submitted
  • Product is used, washed, altered, or damaged after delivery

13. Exchange Policy

We currently offer replacement only, not direct size exchange.

Customers may follow this process:

  • Return the eligible product as per this policy
  • Wait for review and approval
  • After approval, place a new order for the correct size, if available
  • Replacement or refund will depend on policy eligibility and quality check result

Size availability is not guaranteed.

If size exchange service becomes available in the future, the updated process may be mentioned on the website.

14. Website Loading or Technical Issue Support

If the website is loading slowly, buffering, or the return/replacement request is not processing properly, customers may try the following 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

The Company continuously works to improve website performance, reduce loading issues, and provide a smoother customer experience.

If the issue continues, customers may contact official support using the details mentioned in this policy.

15. Fake COD Orders & Delivery Refusal

Customers must not place fake, fraudulent, or non-serious COD orders.

Repeated COD misuse may result in:

  • Restriction of COD facility
  • Cancellation of pending orders
  • Blocking or suspension of user account
  • Recovery of logistics or operational loss, where legally permissible
  • Legal action, where applicable

Repeated refusal to accept delivery without valid reason may affect future ordering ability on the Platform.

16. 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 specifically approved by the Company or required by law.

Refund of such charges may depend on:

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

Customers are advised to check the final payable amount and applicable charges before placing an order.

17. Important Conditions

Please note the following important conditions:

  • Return or replacement request must be raised within the eligible period.
  • Return, replacement, or refund approval is not automatic.
  • Approval depends on product condition, category, request timing, proof submitted, and quality check.
  • Damaged, defective, wrong product, missing item, or tampered parcel claims must be reported within 24 hours of delivery.
  • Shipping charges, COD charges, convenience fees, or payment gateway charges may be non-refundable unless specifically approved by the Company or required by law.
  • The Company may reject any request found fraudulent, abusive, misleading, or against policy terms.
  • Final approval shall be subject to Company verification and applicable policy terms.
  • Products must be returned in original condition with all tags, labels, packaging, invoice, and accessories.
  • Non-returnable products are not eligible for return or replacement unless required by law or specifically approved by the Company.
  • Repeated misuse of return, replacement, refund, cancellation, or COD services may result in account restriction or order cancellation.

18. Grievance Officer

For any complaint, concern, return request, replacement issue, refund query, cancellation issue, payment issue, delivery issue, damaged product claim, 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.

19. Policy Updates

Lucidus Solution Private Limited may update this Return & Replacement Policy from time to time due to:

  • Changes in law
  • Business requirements
  • Courier or logistics process updates
  • Payment gateway requirements
  • Website performance improvements
  • Customer support process updates
  • Changes in return, replacement, refund, or cancellation process
  • 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.

20. Contact Us

For any return-related query, replacement request, damaged product claim, cancellation issue, refund support, delivery issue, website loading issue, payment issue, or policy clarification, 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 Return & Replacement Policy