Refund and Returns Policy

RETURN, REPLACEMENT & REFUND POLICY — LIONESS BABY

Effective Date: 09.07.26

This Return, Replacement & Refund Policy (“Policy“) governs all purchases made through the website www.lionessbaby.in, operated by Lioness Baby (“Company,” “we,” “us,” “our“). By placing an order on the Site, you (“Customer,” “you“) expressly acknowledge that you have read, understood, and irrevocably agree to be bound by the terms of this Policy in their entirety. This Policy forms an integral and binding part of the Terms & Conditions governing your purchase, and no order shall be deemed complete without your acceptance of this Policy.

1. GENERAL PRINCIPLE

All sales made through the Site are final, save and except where the product delivered is found to be Damaged, Defective, or Materially Different from what was ordered (“Eligible Products”), strictly subject to the conditions set out in this Policy. The Company does not offer returns, replacements, or refunds for reasons of change of mind, incorrect size selection by the Customer, personal preference, or any reason other than as expressly permitted herein.

Given the nature of infant and children’s apparel as items of personal and hygienic use, and in the interest of maintaining hygiene, quality, and authenticity for all customers, the Company follows a strict, evidence-based, no-exceptions return process as detailed below.

2. MANDATORY UNBOXING VIDEO REQUIREMENT

2.1 As a strict and non-negotiable precondition to raising ANY claim for a damaged, defective, wrong, or incomplete product, the Customer MUST record a continuous, unedited video of the unboxing process, beginning from the moment the sealed parcel is first shown intact (with the shipping label/AWB number clearly visible) through to the complete opening of the package and full display of the product(s) received.

2.2 The unboxing video must, without any cuts, pauses, edits, or interruptions:

Clearly show the outer packaging/shipping label with the order number/AWB number legible, before the parcel is opened;
Show the parcel being opened for the first time;
Clearly show the condition of the product(s) inside, including any alleged damage, defect, or discrepancy, in adequate lighting and resolution sufficient to assess the claim.

2.3 Claims for damaged, defective, or incorrect products submitted without a valid, complete, and unedited unboxing video shall be summarily rejected, and the Company shall have no obligation whatsoever to entertain, investigate, or act upon such claims. Partial videos, videos that begin after the parcel has already been opened, or videos that show visible signs of editing/splicing will be treated as invalid and equivalent to no video having been provided at all.

2.4 The Company reserves the sole and absolute discretion to determine the authenticity, adequacy, and validity of any unboxing video submitted, and its determination in this regard shall be final and binding on the Customer.

3. RETURN WINDOW

3.1 Any claim for a damaged, defective, or incorrect product must be reported to the Company within seven (7) calendar days from the date of actual delivery of the parcel, as recorded in the courier partner’s tracking system. Date of delivery, not date of order or date of dispatch, shall be the sole reference point for calculating this window.

3.2 Any claim, communication, or complaint raised after the expiry of this 7-day window shall be time-barred and shall not be entertained under any circumstances, regardless of the reason for delay, including but not limited to the Customer’s travel, unavailability, oversight, or delay in inspecting the parcel. Time is of the essence under this Policy.

3.3 The 7-day period is calculated on a calendar-day basis, inclusive of weekends and public holidays, and shall not be extended for any reason except at the sole discretion of the Company.

4. ELIGIBILITY FOR RETURN / REPLACEMENT / REFUND

4.1 Eligible Cases

A claim will be considered only where, upon review of the mandatory unboxing video and supporting evidence, the Company determines that:

(a) The product received is physically damaged (torn, stained at the time of receipt, stitching defects, broken fasteners/buttons/zippers, or similar manufacturing/transit damage); or
(b) The product received is materially defective (manufacturing defect affecting usability); or
(c) The product delivered is fundamentally different from what was ordered (wrong item, wrong size shipped in error by the Company, incomplete order).

4.2 Non-Eligible Cases (Non-Exhaustive)

The following shall NOT qualify for return, replacement, or refund under any circumstances:

Change of mind, buyer’s remorse, or dislike of color/design/fit upon receipt
Incorrect size ordered by the Customer (Customers are strongly advised to refer to our size chart prior to ordering)
Products used, washed, altered, or damaged after delivery due to Customer handling
Minor variations in color, print placement, or texture due to screen display, dyeing, or fabric-batch differences, which are inherent to the manufacturing process and do not constitute a defect
Claims unsupported by a valid unboxing video as required under Section 2
Claims raised after the 7-day window under Section 3
Products without original tags, packaging, or in a condition unfit for resale (for cases proceeding as a “return” rather than straightforward damage documentation)
Products purchased during clearance, sample sale, or explicitly marked “Final Sale” / “Non-Returnable” at the time of purchase
Any damage caused by the Customer, third-party courier mishandling after signed acceptance without documented condition at the time of delivery, pests, or external factors beyond the Company’s control

4.3 The Company’s determination as to whether a claim falls within Section 4.1 or Section 4.2 shall be final, conclusive, and binding on the Customer.

5. RESOLUTION: REPLACEMENT OR REFUND

5.1 Where a claim is duly verified and approved by the Company under Section 4.1, the Company shall, at its sole discretion, offer one of the following remedies:

(a) Replacement of the product with the same item (subject to availability); or
(b) Refund of the product value paid by the Customer, processed to the original payment method or store credit, at the Company’s discretion.

5.2 The Customer does not have an absolute right to demand a specific remedy (replacement over refund, or vice versa); the choice of remedy, where both are technically feasible, rests solely with the Company.

5.3 Refunds, where approved, shall be processed only for the value of the product(s) found damaged/defective. Shipping, handling, COD, or any other charges paid at the time of original order are non-refundable except in cases falling under Section 6.2 (Company-side defect/error).

5.4 Approved refunds will be processed within 7–14 business days of approval, subject to the processing timelines of the Customer’s bank/payment provider, which are beyond the Company’s control.

6. SHIPPING AND RETURN COSTS

6.1 General Rule: Unless the claim falls squarely within Section 6.2, the Customer shall bear all shipping, courier, packaging, and handling charges associated with returning the product to the Company, for both the return shipment and (where applicable) the re-shipment of a replacement. The Company shall not reimburse or bear any such charges in ordinary circumstances.

6.2 Exception — Verified Company-Side Defect or Error: Solely in cases where the Company, in its sole determination, confirms that the damage, defect, or incorrect shipment arose directly from an error, negligence, or omission attributable to the Company (e.g., manufacturing defect confirmed by the Company, or the Company having dispatched the wrong product due to its own fulfillment error) — and not from courier mishandling, Customer error, or any other cause — the Company shall bear the reasonable return shipping cost and the cost of dispatching the replacement, subject to prior approval of the shipping method and amount by the Company. The burden of proving that the defect is attributable to the Company rests entirely on the Customer, and shall be assessed strictly against the unboxing video and other evidence submitted.

6.3 Where the Company determines that damage occurred due to courier mishandling in transit rather than a defect at the point of dispatch, such claims shall be pursued by the Company against its logistics partner internally, and shall not obligate the Company to waive the Customer’s shipping-cost liability under Section 6.1, though the Company may, at its sole discretion, choose to do so as a goodwill gesture without creating any precedent or ongoing obligation.

6.4 The Company reserves the right to require the Customer to ship the product back through a courier service designated or approved by the Company, and to reject reimbursement of shipping costs incurred through any other courier not so approved.

7. PROCESS FOR RAISING A CLAIM

Within 7 days of delivery, contact us at cc@lionessbaby.in or Whatsapp +91-7397755561 with your order number.
Submit the complete, unedited unboxing video as required under Section 2, along with clear photographs of the product and packaging.
The Company will review the claim within [3–5] business days and communicate its decision.
If approved, the Company will share return instructions, including the designated courier partner (if applicable) and address for return.
Upon receipt and quality inspection of the returned product at the Company’s facility, the approved remedy (replacement or refund) will be processed.

7.1 The Company reserves the right to request additional information, photographs, or documentation at any stage, and to conduct its own quality inspection of the returned product before finalizing any replacement or refund. Approval communicated at the initial claim stage is provisional and subject to final confirmation upon physical inspection of the returned product; the Company reserves the right to reverse a provisional approval if physical inspection reveals the claim to be invalid, in which case the product will be returned to the Customer at the Customer’s cost, with no refund or replacement issued.

8. LIMITATION OF LIABILITY

8.1 The Company’s maximum liability under this Policy, in any and all circumstances, shall be strictly limited to the replacement of the specific product found eligible under Section 4.1, or refund of the value paid for that specific product — whichever the Company elects. Under no circumstances shall the Company be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of time, inconvenience, emotional distress, or any consequential loss arising from a delayed, damaged, or defective delivery.

8.2 The Company’s aggregate liability arising from any single order shall not exceed the total amount paid by the Customer for that order.

9. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by the laws of India. Any dispute, claim, or complaint of any nature whatsoever arising out of or in connection with this Return, Replacement & Refund Policy, including but not limited to disputes regarding eligibility, shipping cost allocation, or the Company’s determination under Sections 4, 5, or 6, shall be subject to the exclusive jurisdiction of the competent courts, consumer forums, and arbitral fora at Tirupur, Tamil Nadu, India only, consistent with the Company’s Privacy Policy and Terms & Conditions. The Customer expressly waives any objection to this jurisdiction on grounds of inconvenience, residence, or cause of action arising elsewhere.

Nothing in this Section shall be construed to override any non-waivable statutory right available to the Customer under the Consumer Protection Act, 2019, and rules made thereunder, including the Consumer Protection (E-Commerce) Rules, 2020, to the extent such rights cannot be lawfully excluded by contract.

10. AMENDMENTS

The Company reserves the sole and exclusive right to amend, modify, or update this Policy at any time without prior notice. The version of this Policy in effect on the date the order was placed shall govern that specific order, and the Customer is advised to review this Policy prior to each purchase.

11. CONTACT

For all return, replacement, or refund-related queries:

Lioness Baby
Email: cc@lionessbaby.in
Phone/WhatsApp: +91-7397755561

This document is a template and does not constitute legal advice. Please have it reviewed by a licensed advocate before publishing, particularly to confirm compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and your payment gateway’s/marketplace’s mandatory return-policy disclosure requirements. Note: Indian consumer law and several e-commerce/payment-gateway policies (Razorpay, Shopify Payments, etc.) require return/refund terms to be clearly and prominently displayed to the customer BEFORE checkout is completed — simply having this document exist is not sufficient; it must be linked/visible at the point of sale to be enforceable.