REFUND & EXCHANGE POLICY

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

This Refund & Exchange Policy (“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:

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:

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.
• Absence of Mandatory Unboxing Video: Any claim for refund, replacement, or damage where a valid, continuous, unedited unboxing video is not provided shall be ineligible for processing.

Wrong Item Delivered

If an incorrect item is delivered, the Customer must notify the Company within 7–10 days by emailing support@samandmarshalleyewear.in along with photographs of:

• The product received,
• The packaging, and
• The invoice,
• Along with the mandatory unboxing video as specified in this Policy.

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.

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.
• No return shall be deemed valid or trigger any refund or replacement obligation on the Company unless supported by a valid Pickup Confirmation from the logistics partner or, in its absence, CCTV footage/video recording evidencing the handover of the package as specified in Step 3 above.

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.
• Record and submit a mandatory, continuous, unedited unboxing video beginning from the sealed, unopened state of the package as delivered, capturing the full unboxing process including product condition, invoice, tags, and accessories. This is a non-negotiable evidentiary requirement for all refund and replacement claims. No exceptions shall be made. Failure to provide this video shall result in automatic rejection of the claim.
• Obtain Pickup Confirmation from the logistics partner at the time of return pickup. If Pickup Confirmation is not obtainable, the Customer must produce CCTV footage/video recording from the pickup premises evidencing the physical handover of the package to the delivery agent. Both forms of evidence must be submitted to the Company within 24 hours of the pickup event.

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

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;
• Is not accompanied by valid Pickup Confirmation from the logistics or delivery partner or CCTV footage/video recording evidencing the handover of the package at the time of pickup. The Company shall not be liable for any claim of non-receipt of a returned shipment where the Customer is unable to substantiate the physical handover through either of these prescribed means.
• Is not supported by a mandatory unboxing video as required under this Policy.

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.

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