Refund policy

REFUND & EXCHANGE POLICY

 

This Refund & Exchange Policy (“Policy”) will be effective from 09^th March 2026 (“Effective Date”).

 

This Refund & Exchange Policy (“Policy”) establishes the terms governing returns, exchanges, and refunds for purchases made through the Gully Labs website or other authorized sales channels. The Policy is designed in accordance with generally accepted e-commerce practices and applicable consumer protection standards in the jurisdictions where Gully Labs products are shipped. While reflecting widely recognized retail practices, this Policy has been tailored to the operational structure and product offerings of Gully Labs. Gully Labs is committed to conducting its business with fairness, transparency, and a customer-first approach. This Policy aims to provide clarity and consistency in the handling of return, exchange, and refund requests and to ensure a reasonable and transparent mechanism for addressing product-related concerns.

 

WHEREAS

 

A.     Gully Labs Innovations Private Limited (the “Company” or “Gully Labs”) recognizes the importance of customer satisfaction and fair consumer practices in its business operations and is committed to maintaining transparency, accountability, and consistency in all post-purchase processes, including returns, exchanges, and refunds. In alignment with generally accepted international e-commerce standards and consumer protection practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing return, exchange, and refund requests in respect of Products purchased through the Company’s website or other authorized sales platforms.

 

B.      This Policy applies to all customers purchasing products from the Gully Labs website, or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to product returns, exchanges, refunds, reverse shipping procedures, and grievance escalation.

 

NOW THEREFORE, Gully Labs hereby adopts this Refund & Exchange Policy to establish a fair, transparent, and efficient framework for addressing post-purchase concerns, including product returns, exchanges, and refunds, and to ensure that such processes are conducted in a lawful and commercially reasonable manner. This Policy is intended to promote customer confidence, uphold consumer rights, and reinforce the Company’s commitment to ethical commerce, operational transparency, and regulatory compliance.

 

1.      DEFINITIONS AND INTERPRETATION

 

1.1.    Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:

a)      “Customer” shall mean any individual or entity that has purchased or placed an order for Products offered by Gully Labs through its official website or any other authorized sales channel operated by or on behalf of the Company.

 

b)     “Grievance Redressal Officer” or “GRO” shall mean the officer designated by the Company to receive, address, and resolve customer complaints or grievances relating to orders, returns, exchanges, refunds, or other customer service concerns in accordance with the Company’s internal grievance redressal mechanism.

 

c)      “Products” or “Product” shall mean footwear, apparel, accessories, or any other merchandise offered for sale by the Company through its official website or any authorized digital platform.

 

d)     “Refund” shall mean the reimbursement of the purchase price of a Product returned due to a verified manufacturing defect, processed through the original mode of payment or any other legally permissible mode determined by the Company in accordance with this Policy.

 

e)      “Return” shall mean the process through which a Customer sends back a Product to the Company strictly in cases of a verified manufacturing defect, in accordance with the terms of this Policy.

 

f)       “Exchange” shall mean the replacement of a Product returned due to a verified manufacturing defect with the same Product, subject to availability and verification by the Company.

 

g)     “Return Request” shall mean a formal request initiated by the Customer within the prescribed timeline under this Policy seeking return, exchange, or refund of a Product, subject to compliance with the conditions specified herein.

 

h)     “Return Window” shall mean a period of seven (7) calendar days from the date of delivery of the Product, within which a Customer may initiate a Return Request strictly in cases of a verified manufacturing defect, in accordance with this policy.

 

i)       “Reverse Shipping” shall mean the process of collecting and transporting the returned Product from the Customer to the Company through the Company’s designated logistics partner or any courier or delivery service arranged or approved by the Company.

 

1.2.    Interpretation

 

a)      In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.

 

b)     Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.

 

c)      References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.

 

d)     Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings

 

e)      Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.

 

f)       The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.

 

g)     All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.

 

 

2.      PURPOSE

 

a)      The purpose of this Refund & Exchange Policy is to establish a clear, transparent, and structured framework governing limited return, exchange, and refund scenarios for Products purchased from Gully Labs. This Policy is specifically designed to address situations where a Product is received with a verified manufacturing defect, and to outline the rights and obligations of Customers in such cases. The Policy aims to ensure consistency, operational efficiency, and transparency in handling such requests, while maintaining a fair balance between customer satisfaction and the Company’s commercial considerations.

 

b)     This Policy further sets out the conditions, timelines, and procedures applicable to return, exchange, or refund requests arising solely from manufacturing defects, including the requirement to initiate such requests within the prescribed timeframe and to provide adequate supporting evidence for verification. Except as expressly provided under this Policy, no returns, exchanges, or refunds shall be permitted.

 

c)      In the event of any inconsistency between this Policy and any other internal or external policies, notices, or communications issued by the Company relating to returns, exchanges, or refunds, the provisions of this Policy shall prevail to the extent of such inconsistency. 

 

3.      PROCESSING TIMELINE

 

a)      All customer orders are processed within twenty-four (24) to forty-eight (48) working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays, in accordance with Clause 3(b) of the Shipping Policy.

 

b)     For the purposes of this Policy, “processing time” shall include order verification, packaging, quality checks, and preparation of the order for dispatch. Processing time is distinct from shipping and delivery timelines, including delivery timelines applicable under this policy .

 

c)      Late Processing Notice: In the event that Gully Labs anticipates a delay in processing an order beyond the standard twenty-four (24) to forty-eight (48) working hour period, the customer shall be notified of such delay at the earliest reasonable opportunity. This clause applies only to delays in order processing prior to dispatch and shall not extend to delays occurring after the order has been handed over to third-party logistics or delivery partners.

 

 

4.      GENERAL RESTRICTIONS ON RETURNS AND EXCHANGES

 

Returns, exchanges, or refunds shall be permitted only in cases where the Product is received with a verified manufacturing defect, and the request is initiated within seven (7) calendar days from the date of delivery.

 

No returns, exchanges, or refunds shall be accepted for any other reason, including but not limited to change of mind, size or fit issues, incorrect selection, or any subjective dissatisfaction.

 

In cases where a replacement Product is unavailable due to inventory constraints, the Company may, at its discretion, provide a refund or store credit in accordance with this Policy. The Company shall not be liable for any indirect loss or inconvenience arising from such inventory unavailability.

 

5.      PROCESS OF EXCHANGE, STEP BY STEP

 

The process for initiating and completing any return, exchange, or refund request shall be governed by this Policy and shall be communicated to the Customer at the time of approval of the Return Request. Such process may be subject to logistical feasibility, operational requirements, and verification procedures as determined by the Company from time to time.

The Company reserves the right to prescribe the mode, manner, and timeline for reverse shipping, inspection, and resolution of claims, and the Customer agrees to comply with such instructions for the successful processing of the request.

 

6.      GIFT CARD POLICY

 

a)      In certain circumstances, including goodwill resolutions or situations where a replacement product is unavailable, Gully Labs may issue a gift card or store credit to the Customer only in cases involving verified manufacturing defects or operational constraints, subject to the terms and conditions set out under this Clause. Such issuance shall be at the sole discretion of the Company and shall not be construed as a mandatory refund mechanism unless expressly provided under this Policy or required under applicable law.   

 

b)     Issuance of Gift Card / Store Credit: Upon approval by the Company, Gully Labs may issue a digital gift card or store credit equivalent to the value determined by the Company in accordance with this Policy. The gift card or store credit shall be delivered electronically to the Customer’s registered email address or through the Customer’s account on the Gully Labs platform. The gift card or store credit shall be redeemable only for purchases made through the official Gully Labs website or other authorized sales channels operated by the Company.

 

c)      Validity and Conditions of Use: Unless otherwise specified at the time of issuance, the gift card or store credit shall remain valid for a period of ninety (90) calendar days from the date of issuance. The gift card or store credit must be applied at checkout at the time of placing a new order. If the value of the purchase exceeds the value of the gift card or store credit, the Customer shall pay the remaining balance through the available payment methods. If the value of the purchase is less than the value of the gift card or store credit, the remaining balance may be retained and used for subsequent purchases within the validity period, unless otherwise specified by the Company.

 

d)     Gift cards or store credits issued under this Policy shall not be redeemable for cash, bank transfer, or any other monetary payment, and shall not be transferable, resold, or applied retroactively to prior purchases unless expressly permitted by the Company. The Company reserves the right to impose additional usage conditions or promotional restrictions at the time of issuance.

 

e)      The Company shall not be liable for any loss arising from expired, deleted, misused, or unauthorized use of gift cards or store credits where such loss is not attributable to the Company. Customers are responsible for safeguarding the details and validity of the issued gift card or store credit.

 

f)       In the event of any grievance or technical error relating to the issuance or redemption of a gift card or store credit, the Customer may raise the concern through the Grievance Redressal Mechanism outlined under Clause 10, and Gully Labs shall investigate and address such issue within a reasonable time.

 

7.      FORCE MAJEURE AFFECTING RETURNS AND EXCHANGES

 

The Company shall not be liable for any delay, failure, or inability to process return or exchange requests, arrange reverse pickup, or issue refunds or credit notes where such delay or failure arises from events beyond its reasonable control, including but not limited to natural calamities, pandemics, strikes, logistics or courier disruptions, system or network failures, governmental actions, or any force majeure event. Such obligations shall stand suspended for the duration of the force majeure event.

8.      OBLIGATIONS OF THE CUSTOMER

a)      In order to initiate and complete a valid return or exchange request under this Policy, the Customer must comply with the following obligations, which are mandatory and non-negotiable. These obligations are intended to ensure that the Company is able to verify claims of manufacturing defects and process requests in an efficient and consistent manner.

    

b)     The Customer shall ensure that any Product being returned to Gully Labs for the purpose of return or exchange is in substantially the same condition as received, subject to reasonable inspection for the purpose of identifying any manufacturing defect, free from stains, perfume, damage, alteration, or any visible sign of wear. The Product must be accompanied by all original tags, labels, size stickers, accessories, complimentary items, and manufacturer packaging delivered with the order, and must be returned in secure and tamper-resistant packaging to avoid any damage during transit.

 

c)      Gully Labs reserves the right to reject any return or exchange request if the returned Product fails to meet the above conditions. In such cases, the Product may be returned to the Customer at the Customer’s risk and cost, and no refund or exchange shall be issued.

 

d)     To substantiate claims relating to manufacturing defects, Gully Labs may request the Customer to provide an unboxing video clearly showing the package being opened from a sealed state, with the Product, invoice, and tags visibly identifiable. While this requirement may not apply to all return or exchange requests, the Company may require such evidence in specific cases to verify the authenticity of the claim. Failure to provide such evidence where reasonably requested may result in rejection of the claim.

 

e)      The Customer acknowledges and agrees that shipping or delivery charges paid at the time of purchase are generally non-refundable, as such charges relate to third-party logistics services. However, in cases where the return arises due to delivery of a manufacturing defect, the Company may reimburse or waive such charges at its discretion.

 

f)       Where reverse shipping or pickup is arranged by the Company, such service shall be subject to logistical availability and serviceability of the Customer’s location. Where the Customer is required to arrange return shipping independently, the Customer shall ensure that the Product is shipped using a reliable courier service and appropriately packaged to prevent loss or damage during transit.

9.      REFUND AND EXCHANGE LIMITATIONS

a)      Gully Labs adopts a transparent and structured return, exchange, and refund framework designed to balance customer satisfaction with operational efficiency and regulatory compliance. This Clause sets forth the limitations and conditions applicable to all refund and exchange transactions initiated under this Policy.

 

b)     Refunds or exchanges shall be processed only in cases of verified manufacturing defects.

 

c)      Gully Labs expressly reserves the right to reject any return or exchange request if:

 

(i)               the Product does not have a verified manufacturing defect;

 

(ii)             the request does not comply with the conditions specified under this Policy; or;

 

(iii)            the Customer fails to provide adequate supporting evidence, where reasonably required by the Company.

 

d)     In such cases, no refund or exchange shall be issued, and the Product may be returned to the Customer at the Customer’s risk and cost.

 

e)      Upon receipt of the returned Product, the Company shall endeavour to complete the quality inspection within three (3) business days. Where the returned Product successfully passes inspection, the Company shall process the applicable refund or exchange within a reasonable period thereafter. Gully Labs shall endeavour to maintain a transparent and time-bound mechanism for processing return, exchange, and refund requests in accordance with generally accepted international e-commerce practices.

 

10.   PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

a)      Gully Labs is committed to addressing customer concerns in a timely, transparent, and effective manner. To ensure that customer grievances relating to returns, exchanges, refunds, or other post-purchase concerns are handled efficiently, the Company has established a dedicated grievance redressal mechanism.

b)     The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:

 

Name: Hardik Verma
Designation: Grievance Redressal Officer
Email: legal@gullylabs.com
Office Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding public (gazette) holidays.

 

c)      Customers who are dissatisfied with any aspect of the exchange process, issuance of credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO at legal@gullylabs.com

 

d)     The written grievance must include:

 

i.                 Full name of the customer

ii.                Order ID and product details

iii.              Nature of the complaint or issue faced

iv.              Copies of relevant communication, if any

v.                Contact information for further communication

 

e)      The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 15 (fifteen) days from the date of receipt, or within such reasonable time as may be required depending on the nature and complexity of the issue.

f)       If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.

 

 

11.   GOVERNING LAW & JURISDICTION

 

a)    This Policy shall be governed by and construed in accordance with applicable laws.

 

b)   Any disputes arising out of or in connection with this Policy shall be subject to resolution through appropriate legal forums as determined in accordance with applicable laws and jurisdictional principles.

 

c)    Nothing in this Policy shall limit any mandatory statutory rights available to consumers under applicable laws.

 

12.   AMENDMENT TO THE POLICY

 

a)      Gully Labs reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, at its sole discretion. Any such amendments shall be published on the official website of Gully Labs. In the event of material changes affecting customer rights or obligations, the Company shall provide reasonable prior notice before such changes take effect. Customers are encouraged to review the Policy periodically to stay informed of any updates.     

 

b)     Any amendment to this Policy shall apply only to orders placed on or after the date on which the amended Policy comes into effect. Orders placed before the effective date of an amendment shall continue to be governed by the version of this Policy in force at the time the order was placed.

 

c)      Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, Gully Labs may, at its discretion, notify customers via email or other means of communication registered with the Company.

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Now Therefore, This Refund & Exchange Policy is effective as of March 09^th, 2026 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the Gully Labs website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.

 

 

…End of the Policy