RETURNS & REFUND POLICY

Terms of return and refund

1. Before accepting delivery of any Product, the User shall reasonably ensure that the Product’s packaging is not damaged or tampered. 
2. If the User is dissatisfied with the purchased Product received from Proluxe Wellness and Studio Pvt Ltd, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by Proluxe Wellness and Studio Pvt Ltd after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than 48 (forty-eight) hours from the date on which the User received the delivery of the Product. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her/it towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, untampered, with price tags intact, all packaging material undamaged and unused. Any signs of physical or incidental damages to the product or product packaging will be chargeable and shall be deducted before the refund can be processed. Proluxe Wellness and Studio Pvt Ltd reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.
3. A User is permitted to fully or partially cancel orders prior to its dispatch from Proluxe Wellness and Studio Pvt Ltd. Upon successfully placing an order on the Platforms and after the Product(s) has been successfully handed over to our Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting Proluxe Wellness and Studio Pvt Ltd to process a cancellation by sending an email to contact@proluxeglamowell.com In all events of cancellation, prior to the dispatch of the purchased Products, Proluxe Wellness and Studio Pvt Ltd shall initiate refunds within 7 (seven) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Proluxe Wellness and Studio Pvt Ltd initiates the refund. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.
4. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Proluxe Wellness and Studio Pvt Ltd to process refunds. For illustrative purposes, if the User has purchased a Stapler and Packet of Stapler Pins as 1 (one) Product in a promotional package, the User will be required to return both the Stapler and Packet of Stapler Pins and will not be permitted to return either only the Stapler or only the Packet of Stapler Pins from the Bundled Package.
5. Return of or refund for purchased Products shall not be entertained by Proluxe Wellness and Studio Pvt Ltd if:
   1. The Product has been tampered with or altered;
   2. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
   3. The serial number/ bar code of the Product, as applicable, does not match Proluxe Wellness and Studio Pvt Ltd’s records;
   4. The accessories delivered with the Product (such as user manuals, etc.) are not returned along with the Product, in an undamaged condition;
   5. There are any dents, scratches, tears or any other damage to the Products or any part thereof;
   6. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by Proluxe Wellness and Studio Pvt Ltd;
   7. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or
   8. Proluxe Wellness and Studio Pvt Ltd is satisfied that the Product has been rendered defective or unusable.
6. Proluxe Wellness and Studio Pvt Ltd shall not accept return or refund requests raised for any such Products that may be specified by Proluxe Wellness and Studio Pvt Ltd from time to time.
7. Proluxe Wellness and Studio Pvt Ltd shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the Proluxe Wellness and Studio Pvt Ltd shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
8. It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Proluxe Wellness and Studio Pvt Ltd after due verification at its sole discretion). 
9. Proluxe Wellness and Studio Pvt Ltd shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Proluxe Wellness and Studio Pvt Ltd disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
10. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, Proluxe Wellness and Studio Pvt Ltd shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
11. Proluxe Wellness and Studio Pvt Ltd shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by Proluxe Wellness and Studio Pvt Ltd, the refund should reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Proluxe Wellness and Studio Pvt Ltd initiates the refund.
12. Refunds shall be processed by Proluxe Wellness and Studio Pvt Ltd through its normal banking channels except in cases where a User had utilised existing store credit for purchase of Products or opted for the cash on delivery option. Where a User had utilised existing store credit or the cash on delivery option for payment towards the purchased Products, Proluxe Wellness and Studio Pvt Ltd shall process all refunds into the User’s store credit. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, Proluxe Wellness and Studio Pvt Ltd shall process all refunds through a Payment Option Proluxe Wellness and Studio Pvt Ltd deems fit, in its sole discretion, to process such refunds. Once the amount is refunded as store credit to a User’s Proluxe Wellness and Studio Pvt Ltd account, it cannot be further refunded to any other bank account or as cash, and would continue to remain in the User’s Proluxe Wellness and Studio Pvt Ltd account until exhausted for shopping on the Platforms.

For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using available store credit, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then Proluxe Wellness and Studio Pvt Ltd may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s store credit account and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only as store credit.

1. Return of purchased Products are facilitated through Proluxe Wellness and Studio Pvt Ltd’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by Proluxe Wellness and Studio Pvt Ltd, Proluxe Wellness and Studio Pvt Ltd’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to Proluxe Wellness and Studio Pvt Ltd.
2. The return process of a Product may be subject to additional terms depending on the nature and category of the Product. Any such additional terms may be specified on the Website or be intimated by the Seller at the time of purchase of the Product.
3. User agrees that if the returned Product is not accepted by the Seller then Proluxe Wellness and Studio Pvt Ltd shall have the right liquidate or sell those Products and give all the valid title, rights and interests including warranties and other collaterals and benefits associated with those Products (as the User would have received from the Seller) to any third party to whom those Products are sold.

Cancellation of transaction / orders

1. Cancellation by Seller: There may be certain orders that Seller is unable to accept and has the right to cancel either by the Seller directly or Seller can instruct Proluxe Wellness and Studio Pvt Ltd to cancel such order. Seller reserves the right, at its sole discretion, to refuse or cancel any order for any reason whatsoever. Some situations that may result in Buyer’s order being cancelled include, without limitation, non-availability of the Product or quantities ordered by Buyer or inaccuracies or errors in pricing information. Seller may also require additional verifications or information before processing any order. All such cancellation shall be without any recourse to Buyer and without any liability to the Seller or to Proluxe Wellness and Studio Pvt Ltd. 
2. In the event a promotional code given by Proluxe Wellness and Studio Pvt Ltd is used for the purchase of the Product, the amount under such promotional code shall not be refunded in case of cancellation of order. The above is the sole remedy of the Buyer and the sole liability of the Seller and sole responsibility of Proluxe Wellness and Studio Pvt Ltd for any cancellation of the purchase order by the Seller or otherwise other than by the Buyer.
3. Cancellation by the Buyer: In case of requests for order cancellations, Seller reserves the right to accept or reject requests for order cancellations for any reason whatsoever. As part of usual business practice, if Seller receives a cancellation notice and the order has not been processed, Seller may cancel the order and refund the entire amount to Buyer within a reasonable period of time (as per terms of return and refund). Seller will not be able to cancel orders that have already been processed by the Seller. Buyer agrees not to dispute the decision made by Seller and accept Seller’s decision regarding the cancellation.
4. Set-off of any benefits availed by the Buyer: In case the Buyer has availed any benefit under any marketing or promotions provided by Proluxe Wellness and Studio Pvt Ltd in relation to the Product for which the order has been cancelled by the Buyer or by the Seller, Buyer agrees and authorizes Proluxe Wellness and Studio Pvt Ltd to recover such benefits from the Buyer or set-off the same from any refunds to the Buyer.

Delivery Policy

1. Proluxe Wellness and Studio Pvt Ltd partners with third party logistic service providers in order to effectuate Product delivery to Users (“Logistic Partners”). Details of the Logistic Partner who will be processing the delivery of the purchased Product(s) will be provided to the User upon the purchased Product(s) being handed over to the Logistic Partner by Proluxe Wellness and Studio Pvt Ltd. The User will also be provided with an approximate days of delivery of the purchased Product on the order confirmation page. Proluxe Wellness and Studio Pvt Ltd may also effectuate Product delivery to Users on its own without engaging Logistic Partners.
2. While Proluxe Wellness and Studio Pvt Ltd aims to provide its services through the Platforms and ensure the delivery of its Products all across India, currently, Proluxe Wellness and Studio Pvt Ltd has a select list of areas where delivery can be undertaken. At the time of placing an order for purchase of Products on the Platforms, Users are required to enter their pin-code details to verify if deliveries can be carried out in their areas. If the area where the User wishes that the purchased Products be delivered is not within Proluxe Wellness and Studio Pvt Ltd’s recognised delivery network, Proluxe Wellness and Studio Pvt Ltd will not be able to process the order further.
3. Prior to making payments on the Platforms for the purchase of Products, the User will be prompted to provide a shipping address. While entering shipping address details, the User should ensure to provide correct, complete and accurate information along with sufficient landmarks in order to aid identification of the address. Any failure in delivering the purchased Products arising out of the User’s failure to provide correct, complete and accurate information shall not hold Proluxe Wellness and Studio Pvt Ltd liable at any point in time.
4. A maximum of 2 (two) attempts shall be made to deliver purchased Products to the User. Should the User continue to remain unavailable after 3 (three) attempts, Proluxe Wellness and Studio Pvt Ltd reserves the right to cancel the order pertaining to the purchased Products at its sole discretion. While Proluxe Wellness and Studio Pvt Ltd shall make reasonable endeavours in ensuring that purchased Products are delivered to its Users in a timely manner, delivery may be delayed on account of:

1. logistical issues beyond Proluxe Wellness and Studio Pvt Ltd’s control;
2. unsuitable weather conditions;
3. political disruptions, strikes, employee-lockouts, etc.;
4. acts of God such as floods, earthquakes, etc.; and
5. other unforeseen circumstances.

In such events of delay, Proluxe Wellness and Studio Pvt Ltd shall make reasonable attempt at proactively intimating the User by writing to the User on his/her registered email account and/or mobile number. Proluxe Wellness and Studio Pvt Ltd disclaims all liabilities that may arise on account of its failure to intimate the User of anticipated delays in the delivery of purchased Products on the Platforms. Further, Proluxe Wellness and Studio Pvt Ltd shall be under no obligation to compensate the User for any mental agony or any tortuous claim that may otherwise arise on account of a delay in the shipment and delivery or use of the purchased Products.

1. Proluxe Wellness and Studio Pvt Ltd, as an internal process, undertakes multiple diligences to ensure that their delivery Agencies and the individuals employed by their Logistic Partners are individuals with the highest regard for ethics and integrity. However, it is not possible for Proluxe Wellness and Studio Pvt Ltd to ensure that its own delivery executives or employees of its Logistic Partners behave in a fashion that exudes thorough professionalism, competence and good mannerism. It is expressly clarified that any ill-mannerism, impoliteness, discourtesy or offensiveness shown by Proluxe Wellness and Studio Pvt Ltd’s delivery Agencies or by the employees of the Logistic Partners is beyond Proluxe Wellness and Studio Pvt Ltd’s control and any issue arising between a User and Proluxe Wellness and Studio Pvt Ltd’s delivery executive or an employee of the Logistic Provider will have to be resolved by the User, independently.
2. Upon the successful placing of an order on the Platforms and after Proluxe Wellness and Studio Pvt Ltd has successfully handed over the purchased Product(s) to its Logistic Partner, the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. The User may use the tracking identity number on the Platforms or the website and/or the mobile application of the Logistic Partner to check the whereabouts of the purchased Product and the estimated time of its delivery. Proluxe Wellness and Studio Pvt Ltd shall make reasonable attempts in ensuring that the tracking status of the purchased Products is updated in a timely manner. However, Proluxe Wellness and Studio Pvt Ltd does not guarantee the accuracy of the tracking status since it is updated on a real-time basis and is subject to inconsistencies arising out of time-lags in updating the information and other technicalities beyond Proluxe Wellness and Studio Pvt Ltd’s control.
3. Proluxe Wellness and Studio Pvt Ltd reserves the right to charge shipping charges on Products of a value of lower than a specified amount and/or Products, the payment for which is made by way of cash on delivery or any other online mode of payment. If charged, such charges shall not be refunded to the User on cancellations or returns that are made after the shipping of the purchased Products, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Proluxe Wellness and Studio Pvt Ltd after due verification at its sole discretion). Title and risk of loss for all purchased Products shall pass onto the User upon the delivery of the purchased Products to the User.
4. Return and exchange of purchased Products shall be carried out by Proluxe Wellness and Studio Pvt Ltd’s reverse-logistics partners or its own delivery executives. Further details on how Users may process returns and exchanges of purchased Products have been set out under the Terms of Return and Refund.