REFUND & EXCHANGE POLICY
WHEREAS
Sam & Marshall LLP (the “Company”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds;
DEFINITIONS AND INTERPRETATION
- “Act”
- Shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020.
- “Customer”
- Any individual or entity that purchased Products from the Company website.
- “Exchange”
- The process where a Customer returns a Product and receives a replacement or refund following inspection and eligibility.
- “Eligible Product”
- Products that are unused, unworn, undamaged, returned with original packaging and invoice, excluding prescription/customised items unless expressly allowed.
PROCESSING TIMELINE
All customer orders are processed within 24 to 48 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays. Processing includes order verification, packaging and preparation for dispatch.
SCOPE OF ELIGIBILITY FOR EXCHANGE
A product shall be eligible for exchange only if all the following conditions are satisfied:
| CRITERION | REQUIREMENT |
|---|---|
| Condition of Product | Must be unused, unworn, undamaged, returned with original packaging, accessories, invoice; prescription lenses or customised eyewear will not qualify. |
| Purpose of Exchange | Accepted only for size-related concerns or defective/damaged products. |
| Timeframe | Customer must initiate exchange within 7 days from date of delivery. |
| Return Dispatch Timeline | Make product ready for collection within 3 days of approval. |
Any product failing the above will be ineligible and returned to the customer with no refund issued.
NON-ELIGIBILITY FOR EXCHANGE
- Used or worn items showing visible signs of wear or tampering;
- Missing original tags or packaging;
- Requests after timelines;
- Customer-caused damage due to mishandling;
- Final Sale / Clearance / Discounted items marked non-returnable.
WRONG ITEM DELIVERED
If incorrect item is delivered, notify support within 7 to 10 days at support@samandmarshalleyewear.in with photos of the product, packaging and invoice. Company will arrange return shipping & dispatch correct item at no extra cost or issue refund.
INVENTORY UNAVAILABILITY
If an approved exchange product becomes unavailable, Company will notify customer and issue reverse payment to original method within 7 to 10 business days. Customers may opt for an alternate product of same value if offered.
PROCESS OF EXCHANGE — STEP BY STEP
- Initiate Exchange Request: Within the Return Period, complete the Exchange Order Form or email support@samandmarshalleyewear.in with reason, photos, invoice, and unboxing video if requested.
- Review & Approval: Company will review within 2 business days and notify approval/rejection.
- Return Shipping: Once approved, make product available within 3 calendar days. Include product, original packaging, invoice, accessories.
- Inspection: Company inspects the returned product (up to 3 business days).
- Issuance: If product passes inspection, Company will issue refund to original payment method or send replacement if available.
- Exchange Timeline: All approved exchanges completed within 7 to 10 working days from receipt at warehouse.
OBLIGATIONS OF THE CUSTOMER
- Return product in unused, unworn condition with tags and invoices;
- Provide packaging and documentation to avoid transit damage;
- Provide unboxing video if requested to support damage claims;
- Original shipping/COD charges are non-refundable; reverse shipping costs borne by customer unless Company error.
REFUND & EXCHANGE LIMITATIONS
Company may deny exchange/refund if product fails eligibility, is found used or damaged, or returned without invoice/accessories. Original shipping and COD charges are non-refundable.
On successful inspection, reverse payment will be processed promptly (Company aims within 2 business days after inspection).
GRIEVANCE REDRESSAL MECHANISM
Contact the Grievance Redressal Officer:
Name: Hardik Verma
Email: Legal@samandmarshall.com
Hours: Monday–Friday, 10:00 AM–6:00 PM IST
Postal: Third Floor, Part of Property Municipal No.4575/15, Main Aggarwal Road, Darya Ganj, Central Delhi, 110002
Complaints acknowledged within 48 hours; resolution within 15 days (or earlier as per rules).