RETURNS & REPLACEMENT POLICY
Last Updated: September 2026
LYX DOES NOT OFFER CHANGE-OF-MIND RETURNS
LYX does not generally accept returns merely because a customer:
• changes their mind;
• does not like the selected design;
• selects the wrong model;
• no longer wants the product; or
• changes their preference after purchase.
Applicable statutory consumer rights remain unaffected.
1. REPLACEMENT FOR PRODUCT ISSUES
Where a customer receives a product that is:
• damaged in transit;
• defective due to a manufacturing issue;
• materially different from the product ordered;
• incorrect;
• missing an included component; or
• otherwise eligible for a remedy under applicable law,
the customer should contact LYX within 7 days from delivery.
After verification, LYX may provide an appropriate replacement or another remedy required by applicable law.
2. MANDATORY UNBOXING VIDEO
IMPORTANT — PLEASE READ BEFORE OPENING YOUR PACKAGE.
Customers are required to record a single continuous, uncut and unedited unboxing video of the shipment.
The recording should begin before opening the sealed package and continue until the watch and all contents have been fully removed and inspected.
The video should clearly show:
• the sealed package;
• shipping label/AWB;
• all sides of the package;
• opening of the package;
• internal packaging;
• watch;
• accessories;
• included documents; and
• condition of the product.
THE VIDEO MUST NOT:
• be cut;
• be edited;
• be paused and resumed;
• have sections removed; or
• be digitally altered.
NO VIDEO = CLAIM VERIFICATION MAY NOT BE POSSIBLE
If a complete, continuous and unedited unboxing video is not available, LYX may be unable to verify the condition of the package and product at the time of opening and may therefore be unable to process or approve the requested replacement claim.
Customers should retain the original unboxing recording until the applicable replacement/warranty period has expired.
This requirement does not by itself remove any mandatory statutory consumer remedy that cannot legally be excluded.
3. CLAIM SUBMISSION
For a replacement claim, customers should provide:
• order number;
• customer name;
• registered phone number;
• description of the issue;
• photographs; and
• complete unboxing video where applicable.
LYX may request additional reasonable information or inspection.
4. RETURN SHIPPING FOR APPROVED CLAIMS
Where LYX requests the product to be returned for an eligible replacement claim, the customer may initially be required to arrange return shipping using a trackable service.
For an eligible issue confirmed by LYX, LYX will reimburse return-shipping charges up to ₹100 against valid proof of shipping cost.
The standard voluntary reimbursement cap is ₹100, subject to applicable law.
Customers should contact LYX before dispatching the product and obtain return instructions.
5. WRONG PRODUCT / FULFILMENT ERROR
If LYX sends an incorrect product, LYX will coordinate the appropriate remedy and applicable return/replacement process.
The customer should not independently ship the product to an address without receiving instructions from LYX.
6. PRODUCT CONDITION
For a replacement claim, the returned product may be inspected to determine whether the reported issue is consistent with the claim.
Damage caused after delivery through misuse, accidental damage or unauthorised modification may not qualify as a manufacturing-defect claim.
7. NO AUTOMATIC REPLACEMENT
Submission of a claim does not automatically guarantee replacement.
Claims are subject to reasonable verification and assessment.
CONTACT:
Phone: +91 70421 17726
Email: support@acetechstore.in