Thank you for shopping at Lighthouse!
We value the trust you (“you” or “user”) place in Parth Greenergy Private Limited (“Company ” or “us” or “we” or “our”) by accessing and using our Website https://www.lighthousefnb.com (known as “Lighthouse FnB” or “Website”). We always try our best to provide you with satisfactory products that exceed your expectations. Sometimes, however, when your order arrives, you may realize that the product isn’t exactly what you expected. Understanding the significance of fair returns and cancellations, this Cancellation, Shipping, Returns, and Refund Policy (“Policy”) is designed to streamline the process for product returns and cancellations on our Website. Please note that this Policy applies exclusively to products purchased during its effective period. All refunds and cancellations are subject to compliance with our policies.
It’s important to note that all payments made on our Website are conducted in advance, and we do not provide a cash-on-delivery facility.
RETURNS POLICY
What can I return?
Most items listed on the Website are eligible for return if they are explicitly marked as “returnable” on the product detail page and fall within the specified ‘return window’ period.
All our products go through intense quality checks before they are shipped. However, there might be instances where a product is damaged during transit. If you have received a damaged, defective, or wrong product, you can return the eligible items. Items that are physically damaged, defective, have missing parts, or differ from their description on the product details page can be returned.
The refund policy for any defective and damaged orders will also be guided by the respective Seller’s specific refund policy and buyers are encouraged to refer to the Seller’s policies for detailed terms and procedures regarding these options.
What are the items that cannot be returned or replaced?
The following items shall not be eligible for return/replacement:
- Damages due to misuse of product;
- Incidental damage due to malfunctioning of product;
- Any item which has been used/installed;
- Products with tampered or missing serial/UPC (Universal Product Code) numbers;
- Any damage/defect that is not covered under the manufacturer’s warranty; and/or
- Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging if any, and all other items originally included with the product/s delivered.
What qualifies as a damaged/defective/wrong product?
Products shall be considered to be damaged / defective / wrong in the following cases:
- The product has visible cuts, crush, tear, broken parts, dents, or scratches;
- The product seal is broken and/or there is a leakage;
- The product is not in working condition;
- The product arrived with the main parts missing;
- The product arrived with missing accessories;
- The product arrived in a different size than what was ordered;
- The product arrived in a different color or material than what was ordered;
- The item does not match the product description;
- The entire product is missing from the box even if the box is not tampered with;
- The shipping box is damaged or tampered with; or
- Products that are expired.
Who is eligible for Returns and Refunds?
Return is a facility provided by respective sellers directly under this Policy in terms of which the option of exchange, replacement and/or refund is offered to the buyer. One small caveat: all products or items listed on the Website may not have the same return policy.
Buyers should be aware that the payment facility may not be fully available for certain product categories, services, or transactions. In such cases, you may not be eligible for a refund. Refunds, when applicable, are conditional and may be subject to recourse by the Website in case of misuse by the buyer. Additional verification documents may be requested for processing of returns and refunds.
If the seller’s policies allow for returns and refunds, buyers can request returns through our Website, following the process as outlined in this Policy.
How can I return the item?
Products received from the Website may be returned, subject to the specific return policies of the respective seller from whom you made the purchase. When you return an item, you may see different return options depending on the seller, item, or reason for return.
To initiate the return process for eligible items you’ve purchased from our Website:
- Visit the [Your Orders] section on our website to view your recent purchases.
- Select the specific order and choose the option for Return or Replace Items.
- Pick the item you wish to return and indicate the reason for the return from the provided menu.
- Decide on your preferred return method. If applicable, specify whether you prefer a refund or replacement. For items sold by third-party sellers, you may need to submit a return request, which is subject to review by the seller.
- Choose your preferred return method.
- Generate and print your return label and return authorization.
If you have chosen to replace the items, a replacement order will be created. The replacement order may be shipped only after the seller receives the original item(s) in the exact condition it was sent to you. This Policy applies as long as the items are unused, undamaged, and with all original tags & packaging intact. In the event that the seller offers returns, the seller shall notify you about the expected pick-up date of the product that you wish to return. Each return label is assigned to a specific return. To receive the correct refund, don’t include items from multiple orders or shipments in the same box.
Additionally, buyers may only be eligible for a one-time replacement under this Policy, subject to the terms provided herein.
Some return-eligible items sold on our Website may have a free or paid return option, depending on the item, the seller’s policies and subject to the terms set out in this Policy.
What is the timeframe or return window within which I can request a return or replacement for an item?
The return window or timeframe within which you can request a return or replacement for an item is 48 hours from the date of receiving your order. Failure to initiate a return or replacement request within this specified timeframe will be deemed as acceptance of the delivered order.
Can I request the replacement of the product to a different address?
Replacement cannot be delivered to a different address. We recommend returning the item for a refund and placing a new order with the new address.
REFUND FOR ITEMS RETURNED:
When will I receive my refund?
Once we receive the returned package or the seller notifies us of its receipt, a refund request will be initiated for your order. Usually, the refund is processed within 14 working days of receipt of the returned package. The paid amount shall be returned to the same source from which the original payment had been made. However, actual refund timeline may vary depending on your payment method and banking institution.
Note:
- Please note that a refund within 14 working days indicates that you must wait until the end of the 14th working day for a refund update.
- If the refund is issued to your credit card account, your card provider may take additional time to update the statement. Please check your latest bank account statement to confirm the refund, it will be visible in the ‘Unbilled Transactions’ section in your credit card statement. If you do not see the ‘Unbilled Transactions’ section in your credit card statement, please contact your card provider for the refund confirmation.
- Make sure to add/update the correct bank account details in your account for refunds to be successfully processed.
This Refunds and Returns Policy is not applicable if your order is placed through a third-party seller or if it is not eligible for a replacement.
CANCELLATION POLICY:
The Cancellation Policy will guide the users on rules and guidelines for canceling orders placed on the Website. The Website holds the right to accept order cancellations and may, at its discretion, modify time windows or waive cancellation fees.
Can I cancel my order?
Yes, you can cancel your order before we send the dispatch confirmation email relating to that order. No order can be canceled once it’s out for delivery. However, the time window for cancellation varies based on different categories so it’s important to check and initiate cancellations within the specified timeframe. The order cannot be canceled once the specified time has passed. To cancel your order, go to the [Your Orders] section and select the [Cancel my order] option.
What happens when I cancel my order?
A “Cancellation Fee” may be imposed on you for canceling orders on the Website if the cancellation occurs more than 24 hours after the order placement, but before the dispatch confirmation email has been sent to you.
The Cancellation Fee shall be deducted from the amount paid by the buyer for the said canceled order. The Website reserves the right to modify/waive the Cancellation fee from time to time. The Cancellation fee shall be quoted in Indian Rupees. You shall be solely responsible for compliance with all applicable laws for making payments to the Website or the sellers (as the case may be) on account of any cancellation of orders from your end.
Can Lighthouse FnB cancel my order?
Yes, Lighthouse FnB retains the right to cancel orders at its sole discretion.
We may cancel and block orders and users for fraudulent transactions. If an order is considered suspicious due to multiple quantities across various orders under the same user details, we reserve the right to cancel or reject such orders, initiate refunds, and permanently block users from future transactions without notice. Additionally, any fraudulent activities, such as returning fake/old/damaged products, may result in restricting the user’s future transactions or permanent blocking without notice and liability.
Can the seller cancel my order?
The seller retains the right to cancel any order placed by the buyer, at its sole discretion and the buyer shall be intimated of the same by way of an email / SMS.
The seller may cancel an order wherein the quantities exceed the typical individual consumption, depending on the sole discretion of the respective seller.
In case of such cancellation by the seller, any transaction price paid by the buyer shall be refunded.
What are the types of orders that cannot be canceled?
Where the seller’s policy indicates that cancellation shall not be available for a specific product, the order for such products cannot be cancelled.
Are returns and cancellations possible for errors in specifications?
Returns and cancellations are not permissible in case of errors in specifications or measurements provided by the buyers. Buyers are encouraged to ensure accuracy during the ordering process.
What are the consequences of refusing delivery for non-cancellable orders?
How long does it take to process refunds for canceled orders?
What if I did not receive my order but got a delivery confirmation SMS/Email?
In case the product was not delivered despite receiving confirmation, please report the issue within [_ days / hours].
SHIPPING POLICY:
How long does it take to process and prepare my order for shipment?
We typically process orders within 3-4 business days. Once your order is confirmed, we initiate the packing process to ensure your items are prepared securely for shipment.
Are there any delivery charges for shipping my order?
Delivery charges are determined by each seller and are in accordance with their specific shipping policies. We recommend that buyers review the order summary to understand the delivery charges associated with items ordered.
How are delivery charges / shipping costs determined?
Shipping costs or delivery charges are calculated based on the weight of your order, the shipping destination, and the selected shipping method. You can view the shipping cost during the checkout process.
Are there any international shipping options available?
As of now, we don’t deliver items internationally. Please ensure the delivery address is in India.
Can I request expedited shipping for my order?
Yes, you have the option to select expedited shipping during the checkout process. Please note that additional charges may apply for expedited shipping.
What is the expected delivery time?
The estimated delivery time is contingent on various factors and may differ from one seller to another. Typically, sellers dispatch items within the stipulated time frames mentioned on the product page. The delivery timeline is influenced by the following factors:
The seller’s terms;
Availability of the product with the seller; and/or
The delivery address of the buyer.
If a seller does not deliver to your area, you will be notified when entering the address during the order placement. In such instances, we recommend choosing a seller that ships to your location to prevent any inconvenience.
What if I provided the wrong address for the delivery of my order?
All payments are prepaid, and any issues arising from an incorrect address are the sole responsibility of the buyer. Additional freight and conveyance charges may be levied to the buyer if the product has to be delivered to a new address at the buyer’s request.
Can I change the delivery address while the order is in transit?
Unfortunately, we cannot change the delivery address once the order is in transit. Please ensure the accuracy of your address during the checkout process.
How can I track my order?
We are currently working to provide an [Estimated Delivery Window]. When available, it will appear in the ‘Your Orders’ section. It provides information about when you can expect deliveries. External factors, such as traffic, and holidays, can affect deliveries. Deliveries can arrive before or after estimated windows.
It is possible that the seller or our courier partners have a holiday between the day you placed your order and the estimated date of delivery. In this case, we shall add a day to the estimated date.
What should I do if my tracking information is not updating?
In rare cases, tracking information may not be updated immediately. If there’s a prolonged lack of updates, please contact our customer support, and we’ll investigate the issue promptly.
What happens if I am not available to receive my package during delivery?
If you’re unavailable during the delivery, the delivery partner may leave the package in a secure location, ensuring the safety of your delivery. Alternatively, the delivery partner might leave a delivery attempt notice or make a subsequent redelivery attempt.
Who is responsible for any damage to the orders after dispatch or once delivered?
Prior to the delivery of the product, the responsibility of any damage shall lie with the seller. Once delivered, the buyer shall be responsible for any damage. We do not assume liability in this regard.
Buyers are strongly encouraged to conduct a thorough inspection of the products upon receipt to address any concerns promptly.
What if the delivery of my order is delayed?
We strive to ensure timely delivery for all our orders. However, there may be instances where orders arrive after the estimated delivery date. If you experience a delay, we recommend taking the following steps:
Track your package: Confirm the estimated delivery date in the [Your Orders] section by tracking your package.
Verify your shipping address: To prevent delivery issues, ensure your address information is accurate and up to date in your profile and in the [Your Orders] section. You can also add delivery instructions to your addresses.
Check payment processing: Review the payment processing status in the [Your Orders] section to ensure there are no issues.
Wait 48 hours: Allow for an additional 48 hours to account for any unexpected delays.
Taking these actions will help you stay informed and address any potential issues related to the delivery of your order.
How can I report the delayed shipment?
In case you do not receive the delivery within 2 (two) days of the estimated delivery date, please contact our customer support with your order and tracking details. We will investigate the issue and provide assistance.
What should I do if my order arrives damaged?
If your order arrives damaged, please take photos of the damaged items and packaging. Contact our customer support with the images, and your order details, and we will assist you with the next steps.
Contact Details for Queries:
If you need further assistance or have any inquiries related to your shipment, feel free to reach out to us at contact@lighthousefnb.com.