Return and Refund Policy

 

CP Wholesale India Private Limited operates its wholesale cash and carry Stores under the brand name LOTS Wholesale Solutions ("LOTS") and offers varied product/items through its brick and mortar Store (“LOTS Store”), and its website www.lotswholesale.com ("Website"), mobile application (“LOTS App”) and through Business Development Application ("BDA App") together known as (LOTS E-commerce Platform) for its registered business customers (“You/you” or “Customer”).

The following terms and conditions govern the exchange, return and refund of products/items:

I.      Terms for Return and Exchange

You may initiate the request for return or exchange of the product/item subject to adherence of the below mentioned timelines:

(i)              Within 7 (seven) days from the date of door step delivery to you (including date of delivery) for orders placed through LOTS Ecommerce Platform.

(ii)            Within 7 (seven) days from the date issue of invoice for items purchased through any of the LOTS’ Store.

a)         Products/ Items exempted from Return/ Exchange

Due to the nature of our business, several types of products/items are exempt from being returned/exchanged. These items include –

(i)                   Fresh food (e.g. fruits, vegetables, meat, eggs etc.);

(ii)                 Dairy (e.g. Milk, Curd, Cheese, Paneer, Butter etc.); 

(iii)               Ghee;

(iv)               Frozen Food items (e.g. McCain frozen foods, ice-cream, frozen vegetables, frozen non-vegetarian items etc.);

(v)                 Perishable items;

(vi)               Products/Items used for Personal Hygiene;

(vii)              Bakery items;

(viii)            Loose/open food items.

Please note that the above list is subject to change with prior notice and for the updated information of the eligibility for return or exchange of a particular item, you may reach out to us at contactus@cpwi.in.

b)             Conditions for accepting Return and Exchange

You shall be solely responsible to ensure that the products/ items are thoroughly checked by you (including but not limited to quantity, shelf life, quality of items) at the time of purchase and/or delivery. Once these items have been delivered and accepted by you, you cannot claim return/exchange for any item on the basis of short quantity, limited balance shelf life, damage to product/its packaging etc. and the same shall be treated as deemed accepted by you.

 

The products/items eligible for return or exchange shall comply with the timelines as stated and subject to the below mentioned conditions, at the sole discretion of LOTS:

(i)                   The return/exchange request must be accompanied with an original invoice of purchase;

(ii)                The products/items should be unopened, unused, in the original packing and in the same condition as they were at the time of purchase i.e. all inner and outer packing must be intact and should not be damaged.

(iii)               The products/items must be in absolute saleable condition;

(iv)               Packaging must be intact with price tags / barcodes;

(v)                Product/item to be returned/exchanged should not have expired;

(vi)               Product/item must be unused and not altered;

(vii)             The seal should not be broken;

(viii)            In case of products/items sold in form of a package with similar and/or other different products, you must return all the products that forms a part of that package.

(ix)               Product/item to be returned/exchanged must be accompanied with a valid warranty card (if applicable).

(x)                Promotional products must be returned/exchanged along with the Freebies (if applicable);

(xi)               In case of electronics, the product should not have been installed and or wall mounted;

(xii)             In case of LEDs and electronics such as refrigerators, microwaves, washing machine, ear phones, headphones, etc., the product can be replaced until the product is not registered i.e. the product serial no. should not be registered with the brand at the time of raising such request. Once the product is registered, the product warranty gets auto applicable, hence, such product can only be ‘repaired’ but not replaced/exchanged. The products shall be replaced and/or refunded only when the respective brand service center approves such product for replacement. In case of defective LED bulbs, the customer shall have to produce purchase invoice at the refund desk or customer service desk.

LOTS may reject to accept any exchange or return at its sole discretion. If the product returned is tampered and/or if in the best judgement of LOTS, you have sought a return/exchange for a duplicate/counterfeit product, LOTS while rejecting the request may also take action to terminate your membership.

In the case of an exchange, you may be required to pay the price difference if the product being exchanged is of a higher value than the replacement product or in case of MRP revision.

LOTS reserves the right to decide on whether a product/item qualifies for a return/exchange on a case to case basis in accordance to this Return and Refund Policy. The decision of LOTS shall be final and binding.

c)              Products/Items Under Promotions/Schemes/Offers

(i)              Products/items sold under any promotion, scheme, campaign or offer may not be returnable. LOTS may accept a return/exchange only if the product/ item is within its valid shelf life period and subject to the term and conditions of this Return and Refund Policy.

II.    Refunds

a)    For claiming refund, you shall bring the product/item to the LOTS Store for quality verification and inspection. The refunds will be initiated for products/items which are approved for return after verification by our quality assurance team and which are fit for resale in the sole discretion and to the satisfaction of LOTS, in accordance to this Return and Refund Policy. Each return request shall be specifically approved subject to inspection of the condition of item and confirmation from LOTS.

b)    In case of cash payment for the purchases made through any of LOTS’ Store, if the request for refund is approved by LOTS, basis the fulfillment of aforementioned conditions, a credit note against the value of the item will be issued to you with a validity period of 180 (one hundred and eighty) days from the date of issuance of such credit note. The credit note can be adjusted in any subsequent purchase from the LOTS Store. After expiry of 180 (one hundred and eighty) days’ period, you cannot claim the value of the credit note and the same shall stand cancelled.

c)    In case of prepaid orders through LOTS Stores, after the request for refund is approved by LOTS, the payment will be credited back to the original mode of payment. It may take up to 14 (fourteen) business days for the refund to reflect in the account from which the payment was made, due to the bank’s internal processes.

d)      For purchases made through LOTS E-commerce Platform, you may raise a request for return either at the time of accepting delivery itself or by visiting any of the LOTS’ Store. If case of prepaid orders, the process as mentioned above will be followed for a refund request and a credit note shall be issued to you confirming the physical handover of the goods has been accepted by LOTS. After quality check and approval, the refunds corresponding to the return of products purchased on a pre-paid basis from LOTS E-commerce Platforms, shall be credited back to the pre-paid mode/source only, within 14 (fourteen) business days.

e)       If you seek to return goods against a COD order, you may do so either at the time of delivery of the COD order itself or visit LOTS Store where such items shall undergo a manual verification and quality check. If the goods are returned at the time of delivery and before acceptance, then the COD order amount will be adjusted at the time of acceptance of delivery itself. In case of returns at the LOTS Store, after completion of verification and quality check in accordance with the terms and conditions of this Policy, if the item is eligible for return, LOTS shall issue a credit note/slip as a documentary evidence validating that the physical handover of the goods to be returned has been accepted by LOTS, and the credit note issued thereof can be used on the subsequent purchase made at LOTS’ Store Only. The credit notes issued herein are not eligible for any exchange against cash.

f)        No cash refunds will be made after delivery of products/items.

III.  Self-Pickup

a)       If you have opted for self-pickup, the self-pickup needs to be completed within 48 hours (forty –eight hours) of placing the request/order (including the date of order).

b)      In case the self-pick up order is not picked within 48 hours (forty –eight hours), the same will be cancelled by LOTS at its sole discretion and at your own cost and expense.

IV. Cash on Delivery

a)       The total order/invoice value for cash on delivery (COD) order(s) should be less than INR 2,00,000 (Rupees Two Lacs only). LOTS shall not be held responsible for cancelling the orders which exceed such limit as mandated by law.

V.   Other Conditions

a)    You cannot cancel any orders once it has been successful placed. LOTS, however, reserves the right to cancel your order in limited circumstances at its sole discretion without being held liable for any cost or expense. In exceptional circumstance, in case you wish to cancel your order, you may raise the cancellation request by contacting the customer care service or sales representative as the case may be. Upon receipt of cancellation request, LOTS shall review the request and confirm whether such request can be accepted. The decision of LOTS shall be final and binding in this regard and LOTS cannot be held liable for cancellation of orders due to any reasons whatsoever.

b)    Cash on delivery is subject to availability of stocks. In case the stock is not available or due to limited availability of stock, LOTS’ representative shall inform you on your registered contact number and only upon receiving confirmation from you, LOTS shall initiate the cancellation of the order.

c)    The accepted mode for collection of payment is, cash (less than INR 2,00,000/-), vouchers, debit and credit cards, UPI. Demand drafts, cheques, foreign currency is not an acceptable mode of collection of payment.

d)    LOTS reserves the right to modify or terminate this policy at any time without notice.

e)    You are responsible for producing the product/item to the LOTS Store for refunds or exchanges.

VI.      Customer Support and Grievance Redressal: In case of any concern, you can may address your grievance by contacting our Customer Service Desk. If you have any further question regarding your refund, please, don’t hesitate to contact us at Customer care no is 1860 123 5678 or write an email at contactus@cpwi.in.

LOTS shall not be held liable either directly or indirectly for manufacturer’s warranty/guarantee, as the same is covered by the after-sale service offered by the manufacturer of the item/product. LOTS will not be directly or indirectly liable for products covered under the manufacturer’s warranty/guarantee.

In the event of any disputes, the same shall be referred to courts of competent jurisdiction at New Delhi only. LOTS reserves the right to alter or modify any of the terms and conditions of this policy without assigning any reason or providing intimation whatsoever. LOTS decision on the above would be final and the customer shall abide by the same unconditionally.

Disclaimer: LOT’s values time and takes your confirmation twice before attempting delivery of your order i.e. once before picking the order and second before dispatching the order. If you still reject/refuse the delivery, then your order will be cancelled, at your sole cost and expense.