Refund & Exchange Policy

This Refund & Exchange Policy (“Policy”) will be effective from November 20, 2025 (“Effective Date”).

This Refund & Exchange Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of Sam & Marshall LLP (“Company”), a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise.

The Company 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 refund and exchange requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.

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;

The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;

In alignment with these legal obligations and industry best practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing exchange requests;

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

NOW THEREFORE, The company hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.

DEFINITIONS AND INTERPRETATION

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:

“Act” shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments or rules issued thereunder.

“Customer” shall mean any individual or entity that has purchased or placed an order for Products offered by the Company through its official website www.samandmarshalleyewear.in, or any other authorized sales channel.

“Exchange” shall mean the process through which a Customer returns a Product in accordance with the terms of this Policy and receives either (i) a replacement of the same Product in a different size or model (if available), or (ii) refund to original payment method subject to inspection and eligibility.

“Return Request” shall mean a formal request initiated by the Customer within the prescribed Return Period to return or exchange an eligible Product, subject to compliance with the conditions of this Policy.

“Reverse Shipping” shall mean the process of sending the Product back to the Company, either through the Company’s designated logistics partner arranged by the Company.

“Eligible Product” shall mean a Product that qualifies for return or exchange under this Policy, provided it is unused, unworn, undamaged, and returned with original packaging, invoice, warranty cards (if any), and all tags/accessories intact.

“Non-Returnable Product” shall mean products expressly excluded from return or exchange due to hygiene, safety, customization, or other commercial considerations, as notified by the Company.

“Grievance Redressal Officer” or “GRO” shall mean the officer appointed by the Company for handling customer complaints and escalations in accordance with applicable law.

“Products” or “Product” shall mean eyeglasses, sunglasses, jewellery, eyewear chains, or any other merchandise offered for sale by the Company.

Interpretation

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.

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

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

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.

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

The terms “hereof”, “herein”, “hereto” and derivative words refer to this entire Policy or specified Sections.

All references to this Policy shall include any amendments or updates approved by the designated authority from time to time.

PURPOSE

The purpose of this Refund & Exchange Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product exchanges and refunds.

This Policy is designed to ensure that customers of Sam & Marshall LLP are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for exchange.

This Policy also reinforces the company commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on refunds and shipping responsibilities.

In the event of any inconsistency between this Policy and other Company policies, the provisions of this Policy shall prevail for refund and exchange matters.

PROCESSING TIMELINE

All customer orders are processed within 24 to 48 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays as per the Shipment Policy.

Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, or return/exchange timelines under this Policy.

Late delivery notice: If the company anticipates a delay in processing an order beyond the standard timeline, the customer shall be notified at least one working day in advance. This clause applies only to pre-dispatch delays.

SCOPE OF THE ELIGIBILITY FOR EXCHANGE

The Customer may request an exchange for Eligible Products purchased from Sam & Marshall Eyewear, subject to the terms and conditions outlined in this Policy. The Company reserves the right to inspect returned Products and accept or reject exchange requests at its sole discretion.

A product shall be eligible for exchange only if all the following conditions are satisfied:

CRITERION	REQUIREMENT
Condition of Product	The Product must be unused, unworn, undamaged, and returned in original packaging with all accessories, cloths, warranty cards, invoices, and tags intact. Prescription lenses or customized eyewear will not qualify.
Purpose of Exchange	Exchanges are accepted only for size-related concerns or defective/damaged Products. Requests based on style, colour, or change of mind are not permitted. For jewellery, see Annexure A.
Timeframe for Exchange Request	The Customer must initiate the request within 7 days from delivery via the official Exchange Order Form or by writing to [email protected].
Return Dispatch Timeline	After approval, the Product must be ready for pickup within 3 calendar days.
Proof of Delivery & Packaging	The Company may request tracking details, photographs, or an unboxing video in case of damage claims.
Non-Returnable	Products excluded under this Policy are not eligible.
Original Invoice	A copy of the invoice or order confirmation must accompany the return.

Any Product that fails to meet the above conditions shall be rejected. The Company shall not be liable for Products lost or damaged during return transit initiated by the Customer.

For avoidance of doubt, prescription or powered lenses shall not be eligible for refund, and replacement (if approved) shall be limited to one instance only.

NON-ELIGIBILITY FOR EXCHANGE

To maintain hygiene, fairness, and operational efficiency, exchanges will not be accepted under the following circumstances:

Used or worn: Visible wear, scratches, fitting, or tampering.
Missing tags or packaging: Invoice, case, cloth, warranty, or original packing absent.
Request beyond timeline: Not raised within the return window or not handed over within 3 days of approval.
Customer-caused damage: Mishandling, chemicals, fungus, breakage, or alteration.
Multiple exchanges: Only one exchange per order, except for verified manufacturing defects.
Final sale items: Clearance, promotional, or marked non-returnable.

PLEASE NOTE: Products received in violation of these conditions will be returned to the customer without refund or replacement.

Wrong Item Delivered

If an incorrect item is delivered, the Customer must notify the Company within 7–10 days by emailing [email protected] along with photographs of:

The product received,
The packaging, and
The invoice.

Upon verification, the Company will arrange return shipping and dispatch the correct item at no extra cost, or the Customer may opt for a refund.

Inventory Unavailability

If an approved exchange item becomes unavailable, the Company will issue a reverse payment to the original method within 7–10 business days. The Customer may alternatively select another product of equal value. The Company shall not be liable for loss arising from such unavailability.

PROCESS OF EXCHANGE, STEP BY STEP

Sam & Marshall Eyewear provides a structured mechanism for exchanges of Eligible Products. Customers must strictly follow the steps below.

STEP	ACTION
Step 1 – Initiate Exchange Request	Within the Return Period, the Customer must complete the Exchange Order Form on the Website or email [email protected] with subject: “Exchange Request – [Order ID]”. The request must include: Reason for exchange, Photographs with tags & packaging, Invoice copy, Unboxing video if requested for defect claims.
Step 2 – Review & Approval	The Company will review the request within 2 business days and inform the Customer whether approved or rejected.
Step 3 – Return Shipping	After approval, the Product must be available for pickup within 3 calendar days with packaging, invoice, and accessories.
Step 4 – Audit & Inspection	Inspection may take up to 3 business days from receipt at the warehouse.
Step 5 – Refund / Replacement	If approved, the Company will either send the value back to the original payment method or dispatch a replacement (subject to availability).
Step 6 – Completion Timeline	Approved exchanges are completed within 7–10 working days from receipt of the returned Product.

Additional Provisions

Exchange is allowed only once per order unless a manufacturing defect is verified.
Requests through unofficial modes or outside timelines are invalid.
The Company is not responsible for damage during customer-arranged transit.

OBLIGATIONS OF THE CUSTOMER

To process an exchange, the Customer must comply with the following mandatory requirements:

Return the Product unused, unworn, undamaged.
No scratches, chemical exposure, fungus, or alterations.
Include tags, labels, warranty cards, cases, cloth, invoice, and packaging.
Pack securely to avoid transit damage.

The Company may reject exchanges that fail these requirements. Rejected items will be returned at the Customer’s cost without refund or replacement.

For defect claims, the Company may request an unboxing video showing the sealed package opening with invoice and tags. Failure to provide it when requested may result in rejection.

The Customer agrees that original shipping and COD charges are non-refundable. These are third-party logistics costs.

Any reverse shipping or incidental charges incurred by the Customer shall not be reimbursed.

REFUND AND EXCHANGE LIMITATIONS

Sam & Marshall Eyewear follows a structured and transparent exchange framework. The limitations below apply to every request raised under this Policy.

The Customer acknowledges that all shipping charges and Cash-on-Delivery (COD) fees paid at the time of purchase are non-refundable. These represent third-party logistics costs and are excluded from any refund value.

The Company reserves the right to reject any exchange or refund request if the returned Product:

Fails to satisfy eligibility conditions;
Is used, scratched, stained, worn, damaged, or tampered with;
Is returned without original packaging, tags, accessories, or invoice;
Is received after prescribed timelines.

Where a request is rejected, the Product shall be returned to the Customer at their own cost and risk.

After receiving a return, the Company will attempt to complete quality inspection within three business days. If approved, reverse payment to the original method will be initiated within two additional business days.

Powered / Prescription Lenses

For approved refunds involving eyewear fitted with powered or prescription lenses, only the frame value shall be refunded. Prescription lenses are custom-made and strictly non-refundable.

Replacement of powered eyewear, if approved, is permitted only once and remains subject to inspection.

No refund, replacement, or credit shall be issued for prescription lenses once manufactured, except where mandated by law for proven manufacturing defects.

PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

The Company maintains a formal grievance process in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

Grievance Officer:
Name: Hardik Verma
Designation: Grievance Redressal Officer
Email: [email protected]
Office Hours: Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays)
Postal Address: Third Floor, Part of Property Municipal No.4575/15, Main Aggarwal Road, Darya Ganj, Central Delhi, 110002

Customers may file a written grievance including:

Full name,
Order ID & product details,
Description of the issue,
Copies of relevant communication,
Contact information.

The Grievance Officer shall acknowledge the complaint within 48 hours and endeavour to resolve it within 15 days. If additional time is required, the customer will be informed.

GOVERNING LAW & JURISDICTION

This Policy and all matters arising out of or in connection with it shall be governed by the laws of the Republic of India.

Subject to the grievance escalation mechanism, the courts situated in New Delhi, India shall have exclusive jurisdiction over disputes relating to this Policy, the exchange process, or transactions between the Customer and the Company.

AMENDMENT TO THE POLICY

The Company reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy at any time, without prior notice. Amendments become effective immediately upon publication on the official website unless otherwise specified.

Continued use of the platform or purchase of products after changes constitutes acceptance of the revised terms. Where changes significantly affect customer rights, the Company may notify customers via email or other registered communication methods.

POLICY EFFECT & ACCEPTANCE

This Refund & Exchange Policy shall remain in force until amended or withdrawn by the Company and supersedes all prior communications relating to the same subject.

By placing an order through the Company website or application, the Customer confirms that they have read, understood, and agreed to abide by this Policy in its entirety.

ANNEXURE A – PRODUCT SPECIFIC TERMS FOR JEWELLERY

CLAUSE NO.	CLAUSE TITLE	APPLICABLE TERMS
A.1	Scope and Applicability	Applies exclusively to jewellery items including bracelets, chains, rings, pendants, and accessories sold on the website. In case of conflict, this Annexure prevails for jewellery matters.
A.2	Product Materials	Jewellery is made from stainless steel or similar alloys. Minor visual variations from images are not defects.
A.3	Colour Warranty	6-month limited warranty for coating or polish fade. Excludes misuse, moisture, perfumes, sweat, or chemicals. Proof and photographs required.
A.4	Care & Maintenance	Avoid water, chemicals, perfumes; store properly; clean gently. Improper care voids coverage.
A.5	Return & Exchange	Allowed only for verified defect or wrong item. Must be raised within 5 days. Sale items are non-returnable.
A.6	Non-Returnable Conditions	No return for minor display variation, wear, scratches, tampering, or missing packaging/invoice.
A.7	Packaging	Premium packaging provided. Company may change style. Packaging is not part of warranty unless product damage occurs.
A.8	Pricing & Taxes	Prices in INR inclusive of GST. Rates may change without notice but confirmed order price applies.
A.9	Shipping & Delivery	Delivered via logistics partners as per Shipping Policy. Risk transfers upon dispatch.
A.10	Defect Evaluation	QC team decision after inspection is final. Approved cases processed within 7–10 working days.
A.11	Intellectual Property	Designs and names are proprietary. Unauthorized use constitutes infringement.
A.12	Limitation of Liability	Total liability limited to amount paid for the item. No indirect or consequential loss.
A.13	Force Majeure	Company not liable for supply or transport disruptions. Main T&C provisions apply.