Return, Cancellation & Refund Policy
LevelUp Fragrance
Effective Date: [Insert Date]
Last Updated: [Insert Date]
1. Scope
This policy applies to consumer products purchased through LevelUp Money Way, including perfumes and other products listed on the website.
Product returns and refunds are assessed separately from referral commissions, wallet credits and withdrawal requests.
Nothing in this policy limits any consumer right or remedy available under applicable Indian law.
2. Order Cancellation
Before dispatch: You may request cancellation before the order is dispatched. We will review the request and confirm whether cancellation is possible.
After dispatch: Cancellation may no longer be possible once the courier has collected the order. Contact support promptly; we will explain the available options.
Cancelled or unavailable orders: If an order is cancelled by us, or cannot be fulfilled after payment, the amount paid for that order will be refunded through the original payment method wherever reasonably possible.
A refund will not be denied merely because the Platform has already calculated a referral commission.
3. Return Eligibility
You may contact support for a return, replacement or refund if the product:
Arrives damaged or leaking.
Is defective or unusable on arrival.
Is materially different from the product description.
Is the wrong product or quantity.
Is not delivered despite being marked delivered.
Is subject to another return or refund remedy required by applicable law.
Please report visible damage, leakage, incorrect items or missing products as soon as reasonably possible after receipt. Where practicable, report these issues within 48 hours and retain photographs, packaging and order details.
This reporting request helps investigation; it does not extinguish statutory rights or automatically invalidate a genuine claim reported later.
4. Perfume and Personal-Care Products
For hygiene, safety and product-integrity reasons, a change-of-mind return may not be accepted for opened, used or unsealed perfume products, where that restriction is lawful and clearly disclosed.
This restriction does not prevent a valid remedy for a defective, damaged, counterfeit, incorrect or materially misdescribed product, or any remedy required by law.
Unopened products may be considered for return under the applicable listing terms and legal requirements.
5. How to Request a Return or Refund
Email [Insert Support Email] with:
Order ID.
Name and registered contact details.
Reason for the request.
Photographs or video showing the issue, where available.
Courier tracking details or packaging evidence, where relevant.
We may request reasonable additional information needed to investigate the claim. We will not require irrelevant personal information.
We will acknowledge the complaint within a reasonable period and communicate the next steps.
6. Inspection and Resolution
Depending on the case, we may offer:
A replacement product.
A return and refund.
A refund without requiring return where appropriate.
Another lawful remedy agreed with the customer.
We may inspect the product, packaging, payment record, courier tracking and available delivery proof.
An automatic delivery status is not conclusive proof that delivery actually occurred. If delivery is disputed, we will review the available evidence before deciding the claim.
We will communicate the outcome and reasons for any rejection. A customer may request a review by contacting support.
7. Return Shipping Costs
Where a return is required because the product is defective, damaged, incorrect or materially misdescribed, we will arrange or reimburse reasonable return shipping costs as required by applicable law and the agreed resolution.
For any permitted change-of-mind return, the customer may be responsible for disclosed return shipping costs, where lawful.
Do not send products to an address that has not been confirmed by support.
8. Refund Method and Processing
Approved refunds will generally be issued through the original payment method. If that is not reasonably possible, we will coordinate a lawful alternative with the customer.
We will initiate an approved refund within a reasonable period and within applicable legal deadlines. The time taken for the credit to appear may depend on the bank, payment provider or financial institution.
The customer will be informed if additional verification is required or if processing is delayed.
9. Undelivered or Disputed Delivery
If an order is missing, delayed beyond a reasonable period or incorrectly marked delivered:
Contact support with the order ID.
We will review courier tracking, delivery records, customer communications and available evidence.
We may contact the courier or delivery partner for investigation.
We will provide an appropriate resolution, including a replacement or refund where justified or required by law.
A timeout-based automatic delivery mark does not by itself establish actual receipt.
10. Referral Commissions and Refunds
A product refund may affect commissions that arose from the refunded transaction.
Where a genuine refund or failed delivery requires a related commission adjustment, the Platform may place affected credits on hold and reverse the directly related credits in accordance with the published commission rules.
Any reversal will be recorded in the relevant ledger. We will distinguish the affected transaction from unrelated eligible balances and provide an explanation on request.
A refund claim will not be rejected solely because the order generated a referral commission.
11. Withdrawal Requests Are Separate
A request to withdraw an eligible commission balance is not a product return or refund request.
Withdrawal eligibility, locked credits, verification and payment processing are governed by the Platform’s Terms & Conditions and wallet rules.
If the underlying product transaction is under a genuine refund or fraud investigation, the directly related disputed credits may be held pending review.
12. Fraudulent or Abusive Claims
We may investigate claims involving fabricated evidence, repeated inconsistent claims or deliberate misuse of the refund process.
Any decision will be based on relevant evidence and applicable law. A customer will have an opportunity to provide clarification before an adverse decision where reasonably practicable.
13. Contact and Escalation
Email: [Insert Support Email]
Business name: [Insert Registered Business Name]
Address: [Insert Business Address]
Please include your order ID in all communications. If the issue remains unresolved, you may pursue remedies available through the applicable consumer-protection authorities or other competent forums.
14. Policy Updates
We may update this policy when our products or operations change. The version applicable to an order will be determined consistently with applicable law and the rights accrued when the order was placed.