Return & Exchange Policy

Lady Care & Lango — Kim Sim Creation Pvt Ltd

At Lady Care and Lango, we want you to love what you order. If something doesn't feel right, our return and refund process is designed to be simple, fair and transparent.

Please read this policy carefully before placing a return request.

1. General Return & Exchange Window

1.1 You can return or exchange eligible products within 7 days of delivery for Lady Care and Lango orders.

1.2 Exchanges can be initiated within 15 days of delivery, subject to product availability.

1.3 For promotional or sale events, the return/exchange window may vary and will be clearly mentioned on the product page.

1.4 All returned products must pass a quality inspection at our facility before any refund or replacement is initiated. 

2. How to Initiate a Return or Exchange

2.1 To initiate a return or exchange, contact our support team directly:

• Email: support@ladycare.in 
• Support Hours: Monday to Saturday, 9:30 AM – 7:30 PM 2.2 Please share the following details when contacting us: 
• Your order ID 
• The product(s) you wish to return or exchange 
• Reason for return 
• Clear photos of the product if it is damaged, defective or incorrect 

2.3 Once your request is verified and approved, our courier partner will schedule a pickup within 3–5 business days.

2.4 You will receive confirmation via email or WhatsApp once your return is approved and pickup is scheduled.

3. Return Eligibility A return will be accepted only if all of the following conditions are met:

• Product tag is intact and undamaged
• Item is unused, unwashed and in its original condition
• Original packaging, accessories, free gifts and invoice are included
• No alterations or modifications have been made to the product A return will be rejected if:
• The item shows signs of wear, washing, damage or soiling
• Tags or original packaging are missing
• Free promotional items are not returned along with the product
• The product falls under the non-returnable category (see Section 4) If a return is rejected after inspection, the product will be sent back to you at your expense. 

4. Non-Returnable & Non-Exchangeable Products

Due to strict hygiene and safety standards, the following products cannot be returned or exchanged under any circumstances, regardless of whether they have been tried on or not:

Lady Care — Hygiene Products (Non-Returnable):

• Hipster Panties, Briefs, Boyleg, Shorties and all Innerwear — including multi-packs. These products are non-returnable and non-exchangeable for hygiene reasons. Once delivered, no return or exchange request will be accepted for these items.
• Period Panties
• Shapewear (if tried on or used)
• Seamless Innerwear

Across Lady Care & Lango:

• Accessories (Masks, Socks, Sunglasses)
• Perfumes and Personal Care products (if opened)
• Products purchased during Final Sale, BOGO (Buy 1 Get 1), or similar promotional offers
• Gift Cards and Gift Wrapping Services
• Multipack products cannot be returned individually — the full pack must be returned.

Please Note: If a non-returnable product is returned to us, it will be rejected after inspection and sent back to you at your expense without any refund.

5. Damaged Packaging on Arrival

1. If your package arrives with visibly damaged external packaging, do not accept the delivery.
2. Report the issue immediately by emailing support@ladycare.in with photos & videos of the packaging.
3. Once verified, a replacement or refund will be issued on priority.

6. Damaged or Incorrect Products

1. If you receive a product that is damaged, defective or incorrect, report it within 24 hours of delivery.
2. Contact us at support@ladycare.in and provide:
   • Clear photos of the product (front and back)
   • Photos of the product label
   • Photos highlighting the damaged or defective area
   • Photos of the packaging
3. After verification, a replacement or priority refund will be issued.
4. In case of missing items or incorrect quantities, please contact us within 24 hours of delivery.

7. Exchanges

1. Eligible products can be exchanged once per order within 15 days of delivery.
2. Exchanges are subject to product availability, size, and colour options at the time of the request.
3. If you wish to return an exchanged item, the refund will be processed as per this policy.
4. Non-returnable products listed in Section 4 are also non-exchangeable.

8. Refund Policy

8.1 Refund Timelines by Payment Mode

Refund timelines are subject to banking processing times and may occasionally vary.

8.2 COD Refunds

COD order refunds are credited to your Lady Care Wallet for future purchases. A registered account is required to access wallet credits.

8.3 Partial Refunds

If your order was paid using multiple payment methods, the refund will be split proportionally across the same methods used at checkout.

Example:

If you paid ₹800 via UPI and ₹200 via Gift Card for a ₹1,000 order and return an item worth ₹250, your refund will be:

• ₹200 via UPI
• ₹50 as a new Gift Card

8.4 Shipping Charges

Original shipping charges are non-refundable on returned orders.

8.5 Cancelled Orders (Before Shipment)

If you cancel an order before it is shipped, the full amount including Product Cost + GST + Shipping Charges will be refunded to the original payment source.

9. Reverse Pickup & Shipping

1. Lady Care arranges reverse pickups through authorised courier partners. A pickup will be scheduled within 3–5 business days of your return request being approved.
2. A reverse shipment fee of up to ₹100 may be deducted from the refund amount for excessive or repeated return requests.
3. In pin codes where reverse pickup is unavailable, you may be required to self-ship the product to our warehouse. Share the courier invoice with us and shipping charges up to ₹150 will be reimbursed upon verification.

10. Tracking Your Return

1. You will receive an SMS and email update when your return is picked up by our courier partner.
2. You will receive a second update when the product reaches our warehouse.
3. Refund or replacement updates will follow once inspection is completed.
4. Refunds may take up to 48 hours after approval to reflect in your bank account or wallet.

11. Quality Check Process

11.1 Quality Verification

When your return is picked up, our courier agent will verify:

• Tags are intact.
• Product is unused and unwashed.
• Product is in its original packaging.

11.2 Warehouse Inspection

On arrival at our warehouse, the product undergoes a final quality inspection before any refund or replacement is processed.

11.3 Rejected Returns

If the product fails inspection, the return will be rejected and the item sent back to you at your expense. No refund will be issued for rejected returns.

12. GST & Taxes

1. GST is charged as applicable based on your shipping address and product type.
2. On approved returns, the GST amount collected on the returned item will be refunded along with the product cost.
3. Original shipping charges and associated GST are non-refundable on returns.
4. For orders cancelled before shipment, the full amount including Product Cost + GST + Shipping Charges will be refunded.

13. Additional Notes

• Cash cannot be claimed against Gift Cards or promotional credits.
• Multipack products cannot be returned individually — the complete pack must be returned.
• Refunds may be delayed if free gifts or additional items included in the order are not returned.
• Products purchased on sale are not eligible for refund or exchange unless defective.
• Only purchases made on ladycare.in are eligible for returns under this policy. Purchases made through offline retail partners are governed by the respective retailer's policy.
• In case of any missing items or incorrect quantities, please contact us within 24 hours of delivery.

14. Customer Support

For all return, exchange or refund queries:

• Email: support@ladycare.in
• Phone: +91-22-40583344
• Support Hours: Monday to Saturday, 9:30 AM – 7:30 PM

Registered Office

Kim Sim Creation Pvt. Ltd.
Gundecha Industrial Estate, 134, Akurli Road,
Near Big Bazaar, Akurli Industry Estate,
Kandivali East,
Mumbai, Maharashtra – 400101

GSTIN: 27AAJCK4666Q1ZM