FAQs’ for Returns and Replacement Policy (for Buyer(s))
What is the process to raise a Return Request?
To raise your Return Request, please follow the below process:
- Open Ldhsupermarket.in;
- Click on My Account>Order > Returns > Create new return ;
- Click on the order against which you want to raise a return;
- Fill in all the information step by step and upload the supporting documents/ proof;
- Your Return Request is raised.
- As soon as a Return ID is generated, we’ll pick up the product within 3 Business Days. You will be notified of an estimated Refund date as soon as the Return ID is generated.
- If you have returned all the products in your order, you will be refunded the entire shipping charges. If you return the order partially, the shipping charges will be refunded on a pro-rated basis.
What are the supporting documents/ proof required to be submitted with my Return Request?
These documents/ proof in support of your claim may include without limitation:
- images of the Product(s)
indicating the issue in the Product/ shipment delivered. The images need to
capture the following:
- the shipping label with Order ID;
- Order details;
- packed shipment;
- issue observed by you in the Product;
- damages to the Product; and/or
- the IMEI number (in case the Product is a mobile phone);
- unboxing/ normal video clip indicating the issues in the Product/ shipment delivered. The video clip needs to capture all sides of the package, order details, shipping label, quantity of the Product, damages in the Product, IMEI number (in case of mobile phones), any tampering with the outer box etc.; and/ or
- copy of bill of the Products received.
How long will the delivery take?
It’s really quick! Although we want to hand you the product within a minute, depending upon your address, the delivery time might vary between 2 – 9 working days. That still won’t stop us from trying to get you your order faster. On each product’s display page, you can enter your location’s pin code to check when you can expect to receive the delivery. Sometimes, delivery time is subject to factors beyond our control, including but not limited to, unexpected travel delays from our courier partners due to weather conditions or any political disruptions or strikes. You will have to pardon us for such occurrences. We advise you to check your emails and SMS for any such updates.
How can I track my order?
You can start tracking your order as soon as it has been shipped out. All you need to do is click on the link in the email sent to you after the order is placed and track the journey of your item in real time! Alternatively, you can also login to ldhsupermarket.in and visit the ‘My Account’ section to know your order status.
How much will the shipping cost me?
All orders worth Rs.1199 or above will be shipped free of cost. For any orders below Rs.1199, a nominal fee of Rs.149 would be applied.
Can I change my delivery address or mobile number once the order has been placed?
Unfortunately, that is not possible at the moment, since the system would have already passed the mobile number and address to our warehouse to pack and ship your product. That being said, we never say never! You can always cancel the order before it has been packed and can place a new order. Don’t worry, there are no cancellation charges.
Why is the Cash on Delivery (COD) option not offered in my location?
Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted. This issue might also occur if the cash amount payable at the time of delivery exceeds a certain limit which is decided by our courier partners. Hence, we request you to always enter your pin code to check the availability of COD in your area. Alternatively, may we suggest an alternate form of payment? Perhaps a Credit Card, Debit Card, or Net Banking. We are not saying that this will be permanent; your pin code might be COD- enabled in the future. Do check!
Do you deliver internationally?
Right now, we do not deliver items internationally. You can make a purchase from anywhere in the world using Indian currency as mode of payment as long as the shipping address is within India.
Can I cancel my order?
Yes! Cancellation is possible only before the product has been packed. As soon as the cancellation is done, we will refund the entire amount paid for the order
What are the steps to be followed to cancel my order?
You can cancel your order by logging in to LDHSUPERMARKET.IN with your User ID and Password. Once you log in 1. Look to the top right corner of your screen 2. Click on My Account 3. On the next page that pops up, you’ll be able to see details of all your orders 4. Locate the “Cancel” button and click on it 5. Voila! The order has been cancelled
How long will refund take post cancellation?
We initiate the refund immediately upon cancellations. The time for the refund to reflect in your source account might vary depending on the payment type used: 1. If you have used your store credits, you should see the refund within 24 hours from the time of cancellation 2. If you paid using your bank or e-wallet, it will reflect in the source account within 7 to 10 working days from the time of refund initiation. Please note that this is the time taken by the respective banks or e-wallets to process your refund.
Help! The ‘Cancel’ link is disabled.
Well it can mean two things: 1. The order might have already been packed or shipped out; in which case you can refuse the delivery of the order. No worries! 2. Something might not be working as it’s supposed to on the website. Give us a call or send us an email and we’ll help in fixing it.