Lava e-Store Replacement and Cancellation policy
Order Cancellation Policy
You can cancel your order online before the product has been shipped.
If you have paid via a pre-payment mode (credit card, debit card or net banking), then your entire order amount will be refunded. Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible.
Refunding Modes for Cancelled order:
Except for Cash-on-Delivery transactions, refunds are made to the payment mode/account that was originally used to make the transaction. The refund shall be made in Indian Rupees only and be equivalent to the transaction payment received in Indian Rupees.
When an order is cancelled the refund is initiated and the information is conveyed to our payment partners. The time taken to process a normal refund depends on the payment mode that was used while making the payment. Depending on the bank's processing time, it can take 7 business days for the refund to reflect in the customer's bank account or card balance. If the payment is not reflected within the estimated time, please reach out to us with your order numbers.
Our replacement policy allows you to request a replacement device at no additional cost if the device received by you is defective. If you find that the package is tampered, please do not accept the item and hand the package back to the delivery person.
You will be eligible to get a replacement if
- A replacement request is made within 7 (seven) days of receipt of the delivery of the order.
- Our examination of the device shows a defect that qualifies the device for replacement.
- The device has been received in its original condition, means no physical change or damage to the device.
- The device has been received in the original product packaging along with supporting documentation such as receipt or proof of purchase, price tags, labels, and accessories obtained along with the original product.
- The original HS seal shouldn't be tampered and there should not any physical damage.
- Replacement is subject to availability of a suitable replacement.
- No refund in cash would be provided even if the device purchased as "Cash on Delivery", in this scenario as well the customer is required to fill in the bank details.
Raising the replacement request
- You can visit the Lava ASP with receipt or proof of purchase, price tags, labels, and accessories obtained along with the original product.
- You can get the service center details from the Lava Website and can locate the nearest Authorized Service Center by searching the Pin Code / City / District.
- You can contact at the customer care number 1860 500 5001.
The device will be inspected at the service center and if found to be defective, the device to be deposited and a new replacement device will be shipped to the shipping address.
Once you have raised a replacement request, our team will investigate and initiate the replacement process. You will receive an SMS/ E-mail advising you on the estimated delivery date. Based on customer location, delivery span varies. If you don't get the return within the promised date, contact us immediately.