Refund Policy

Effective Date: 14 August 2026
Last Updated: 14 August 2026

At LUK-FRESH, operated by SmartFix, we aim to provide a smooth and reliable shopping experience. This Refund Policy explains when customers may be eligible for a refund for purchases made through the LUK-FRESH website.

1. Refund Eligibility

A refund may be provided in the following circumstances:

  • The wrong product was delivered.
  • A product confirmed to be missing from the order.
  • The product was damaged during delivery.
  • The product is defective or unusable when received.
  • The ordered product materially differs from the product purchased.
  • An eligible order cancellation is approved.
  • A refund is otherwise required under applicable law.

Refund eligibility will be determined based on the circumstances of the order and applicable law.

2. Change-of-Mind Refunds

Unless otherwise stated on the relevant product page or required by applicable law, LUK-FRESH does not generally provide refunds solely because a customer has changed their mind after receiving a household cleaning product.

Opened or used cleaning products may not be eligible for refund due to safety, hygiene, and product-integrity considerations.

Nothing in this section limits any mandatory consumer rights available under applicable law.

3. Defective or Damaged Products

If a product is received damaged, defective, or unusable, customers should contact LUK-FRESH as soon as reasonably possible after delivery.

We may request:

  • Order number
  • Photographs of the product
  • Photographs of the packaging
  • Video evidence, where appropriate
  • Batch or product information
  • Delivery details
  • Other information reasonably required to assess the claim

After reviewing the claim, LUK-FRESH may provide a replacement, full refund, partial refund, or another appropriate remedy, subject to applicable law.

4. Wrong or Missing Products

If you receive the wrong product or an item is confirmed to be missing from your order, LUK-FRESH may provide:

  • A replacement;
  • The correct product, subject to availability; or
  • A refund.

Where a refund is approved, it will be processed in accordance with this policy.

5. Cancellation Refunds

Customers wishing to cancel an order should contact LUK-FRESH as soon as possible after placing the order.

If cancellation is accepted before the order is processed or dispatched, any applicable refund will generally be issued to the original payment method.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return procedure may apply.

6. Refund Method

Approved refunds will generally be processed to the original payment method used for the purchase, where technically possible.

If the original payment method cannot receive the refund, LUK-FRESH may contact the customer to determine an appropriate alternative method, subject to applicable law.

7. Refund Processing Time

After a refund has been approved and processed by LUK-FRESH, the time required for the amount to appear in the customer’s account may depend on:

  • Payment method
  • Payment gateway
  • Bank or financial institution
  • Processing timelines

LUK-FRESH is not responsible for delays caused by banks, payment gateways, or other third-party financial institutions.

8. Partial Refunds

In certain circumstances, LUK-FRESH may issue a partial refund instead of a full refund.

The amount of any partial refund will depend on the circumstances of the order, the nature of the issue, and applicable law.

9. Refunds for Unsuccessful Deliveries

If an order cannot be delivered because of circumstances attributable to the customer, such as an incorrect or incomplete address, unavailable recipient, or repeated failure to accept delivery, LUK-FRESH may review the order before issuing a refund.

Any refund may be subject to applicable shipping or return-to-origin charges and applicable law.

Where the delivery failure is attributable to LUK-FRESH or its delivery partner, the matter will be reviewed accordingly.

10. Promotional and Discounted Orders

Products purchased using promotional codes, discounts, or during promotional campaigns may still be eligible for refunds where permitted under this policy or required by applicable law.

Any special refund conditions applicable to a particular promotion will be communicated as part of that promotion.

11. Free Gifts and Promotional Items

If an order includes a free gift or promotional item and the order is subsequently refunded, LUK-FRESH may require the promotional item to be returned where reasonably applicable and legally permitted.

Any such requirement will be communicated during the refund process.

12. Refund Requests

To request a refund, please contact LUK-FRESH and provide:

  • Order number
  • Customer name
  • Registered phone number
  • Email address, if applicable
  • Product name
  • Reason for the refund request
  • Photographs or videos, where relevant

Please do not send products to our registered business address unless our support team specifically instructs you to do so.

13. Refund Exclusions

A refund may generally not be provided where:

  • The product was damaged after delivery due to customer misuse or handling.
  • The product was used contrary to the instructions.
  • The product was improperly stored.
  • The product was altered, refilled, or tampered with.
  • The customer cannot reasonably establish that the product was purchased from LUK-FRESH.
  • The refund request falls outside the applicable period.
  • The claim is found to be fraudulent or abusive.

These exclusions do not apply where applicable law provides a non-excludable right to a refund or other remedy.

14. Consumer Rights

This Refund Policy does not limit any rights or remedies available to consumers under applicable Indian consumer-protection laws.

Where applicable law provides a customer with rights that are more favorable than this policy, those legal rights will prevail.

15. Fraudulent or Abusive Refund Claims

LUK-FRESH reserves the right to investigate suspected fraudulent, dishonest, or abusive refund claims.

Where permitted by applicable law, appropriate action may be taken against fraudulent or abusive claims.

16. Contact Us

SmartFix
Brand: LUK-FRESH
Address: #64, 1st Floor, 5th Cross, 6th Main Rd, Vijayanagar, Bengaluru, Karnataka 560040
Phone: +91 91879 50029
Email: support@lukfresh.com

When contacting us regarding a refund, please include your order number to help us process your request efficiently.

Last Updated: 14 August 2026

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