1. Overview
At OSL Luxury, we aim to ensure your complete satisfaction with every purchase. If you are not fully satisfied, we provide a clear and fair refund/return/exchange policy (subject to conditions below).
2. Cancellation
- You may cancel your order before it is shipped, without any penalty.
- Once the order is in transit or has been dispatched, cancellation is no longer possible. You may, however, return it under our Return Policy (see below).
- To cancel, please contact our Customer Support via email or through the portal with your order number and a cancellation request.
3. Returns & Exchanges
3.1 Eligibility
- Return/exchange requests must be made within 7 calendar days from the date you receive the product.
- Items must be in their original condition: unused, unworn, with all original tags, packaging, and accessories intact.
- Items that are custom-made, personalized, intimate wear, or undergarments are not eligible for return or exchange (unless defective).
- Exchanges are permitted for size or style changes only (subject to availability and same MRP or price difference).
3.2 Return Shipping Costs
- For orders above a specified threshold (e.g. ₹2,000), we offer free return shipping within India.
- For orders below that threshold, the customer is responsible for return shipping costs.
- If you prefer to drop off the product at an OSL Luxury retail store (where available), you may do so (at your cost), and an exchange or refund will be processed thereafter.
3.3 Inspection & Turnaround Time
- Once we receive the item, it will undergo a quality check (to verify unused condition, original tags, etc.).
- If the condition is accepted, we will process the refund or ship the exchanged item.
- The processing time (“turnaround time”) is typically 7–10 business days from the date we receive the returned item.
3.4 Refunds
- Refunds will be issued to the original payment method used (credit/debit card, net banking, UPI, wallet, etc.).
- Any transaction fees or processing charges borne by OSL Luxury will not be deducted; however, bank charges or convenience fees (if applicable) originally charged by payment gateways may be deducted as per policy.
- Please allow bank/card issuer processing time (which may take additional days) to reflect the refund in your account.
4. Warranty / Defects / Damages
4.1 Warranty Period
- For products with a longer warranty noted (e.g. limited editions), the warranty duration will be as stated on the tag/info leaflet.
4.2 What the Warranty Covers
- Manufacturing defects in materials or workmanship (e.g., stitching, etc.) under normal use.
- Replacement, repair, or exchange at OSL Luxury’s discretion, subject to stock and feasibility.
4.3 What the Warranty Does Not Cover
- Damage due to misuse, neglect, accident, improper care, exposure to harsh chemicals, or modifications.
- Normal wear and tear (scuffing, scratches, fading).
- Products already repaired by unauthorized third parties will void the warranty.
- Consequential or incidental damages, loss of use, or loss of value not directly due to a covered defect.
5. Exceptions & Non-Returnable Items
- Items sold as “Final Sale” or “Limited Edition / Clearance” may not be eligible for returns (unless defective).
- Products lacking original tags, packaging, serial numbers, or with evidence of wear will be rejected.
- Any product that has been personalized, monogrammed, or customized is non-returnable (unless faulty).
6. Disputes & Jurisdiction
- In case of any dispute arising from this policy, the decision of OSL Luxury will be final, subject to applicable consumer protection laws.
- All disputes shall be governed by Delhi, India.
7. How to Contact Us
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Customer Support Email: care@oslluxury.com
- Please always quote your order number, date of purchase, and product details when contacting us.
- Mobile: +91 92200 34797
- Landline: 011 4304 4209
- Email: care@oslluxury.com
Our customer care team is available Monday to Saturday, 10:00 AM - 6:00 PM (IST).
