Cancellation Policy
CANCELLATION POLICY
- 1. Introduction
LUNEXA ("Company", "LUNEXA ", "We", "Us", "Our"), a proprietorship concern, with Udyam Registration No : UDYAM-KR-11-0080406 , having its principal place of business at Ground Floor, Hiranya Complex, Bolwar, Puttur, Dakshina Kannada, Karnataka – 574201, India, owns and operates the e-commerce platform accessible through shop.motoutility.com, a MOTOUTILITY Trademark owned by LUNEXA and associated digital services (collectively referred to as the "Platform").
This Cancellation Policy ("Policy") governs the cancellation of orders placed through the website and mobile application "
shop.motoutility.com " (hereinafter referred to as the "Platform"), owned and operated by LUNEXA , a Proprietorship Firm.
This Policy has been framed to ensure transparency, fairness and compliance with applicable laws governing electronic commerce and consumer protection.
By placing an order through the Platform, customers acknowledge and agree to be bound by the terms contained herein.
2. Applicable Laws
This Policy has been framed in accordance with the provisions of:
a) Consumer Protection Act, 2019;
b) Consumer Protection (E-Commerce) Rules, 2020;
c) Information Technology Act, 2000;
d) Indian Contract Act, 1872;
e) Sale of Goods Act, 1930;
f) Digital Personal Data Protection Act, 2023;
g) Motor Vehicles Act, 1988;
h) Any other applicable laws and regulations in force in India.
3. Scope of Policy
This Policy applies to all orders placed by customers through the Platform for the purchase of automotive spare parts, vehicle accessories, lubricants, tools and other related products.
The Policy governs:
a) Customer initiated cancellations;
b) Cancellation before dispatch;
c) Cancellation after dispatch;
d) Company initiated cancellations;
e) Refunds arising from cancellation;
f) Exceptional circumstances affecting cancellation.
4. Customer's Right to Cancel Orders
Customers may request cancellation of an order before dispatch of the products from the warehouse.
Cancellation requests may be made through:
a) Customer support;
b) Registered email address;
c) Website or mobile application;
d) Customer care helpline.
Cancellation requests shall be processed subject to verification and the status of the order.
5. Cancellation Before Dispatch
Orders may ordinarily be cancelled without any cancellation charges if the request is received prior to dispatch of the product.
Upon successful cancellation, the entire amount paid by the customer shall be refunded through the original mode of payment.
MOTO UTILITY reserves the right to verify the authenticity of cancellation requests before processing the same.
6. Cancellation After Dispatch
Once an order has been dispatched, cancellation may not be possible.
In such cases, the customer may avail the benefits available under the Return and Refund Policy, subject to applicable terms and conditions.
Shipping charges, handling charges and other incidental costs may be deducted where permissible under applicable laws.
7. Cancellation Upon Delivery Refusal
If a customer refuses delivery without valid reasons or fails to accept delivery after repeated attempts by the logistics partner, shop.motoutility.com reserves the right to:
a) Treat the order as cancelled;
b) Recover shipping and handling expenses;
c) Deduct applicable charges from the refund amount;
d) Restrict future cash-on-delivery facilities.
Repeated refusal of deliveries may result in suspension or termination of customer accounts.
8. Company Initiated Cancellation
shop.motoutility.com reserves the right to cancel any order under the following circumstances:
a) Product unavailability;
b) Pricing errors;
c) Technical errors;
d) Suspected fraudulent transactions;
e) Violation of Terms and Conditions;
f) Incorrect customer information;
g) Payment failures;
h) Regulatory restrictions;
i) Force majeure events;
j) Any circumstance beyond reasonable control.
In such cases, customers shall be entitled to a refund of amounts actually received by shop.motoutility.com
9. Customized and Special Orders
Orders relating to customized products, specially procured products or products sourced upon customer request may not be cancelled once procurement or processing has commenced.
Cancellation of such orders shall be considered solely at the discretion of shop.motoutility.com and may be subject to recovery of actual costs incurred.
10. Cancellation of Electronic and Sensitive Components
Orders relating to electrical and electronic automotive components, sensors, ECU modules and specially packed products may not be cancelled after dispatch due to the nature of such products and quality control requirements.
The decision of shop.motoutility.com regarding cancellation of such products shall be final, subject to statutory rights available under law.
11. Cancellation Due to Fraudulent Activity
shop.motoutility.com reserves the right to refuse or cancel any order where there is reasonable suspicion of:
a) Fraudulent transactions;
b) Identity theft;
c) Misuse of payment instruments;
d) Unauthorized use of accounts;
e) Violation of applicable laws.
Such actions shall be taken to safeguard consumers and maintain the integrity of the Platform.
12. Refunds Consequent to Cancellation
Where cancellation is successfully accepted, refunds shall ordinarily be processed within seven (7) to fifteen (15) working days.
The actual time required for crediting the amount may depend upon:
a) Banks;
b) Credit card issuers;
c) Payment gateways;
d) UPI service providers;
e) Financial institutions.
shop.motoutility.com shall not be responsible for delays attributable to third-party payment systems.
13. Non-Cancellable Products
The following products may not be eligible for cancellation after dispatch:
a) Customized products;
b) Special order products;
c) Installed products;
d) Used products;
e) Lubricants and chemicals;
f) Products with broken seals;
g) Products damaged after delivery;
h) Products specifically declared as non-cancellable.
14. Customer Responsibilities
Customers shall ensure:
a) Accuracy of delivery address;
b) Accuracy of contact information;
c) Timely communication regarding cancellation requests;
d) Compliance with applicable laws and Platform policies;
e) Good faith conduct while using the Platform.
Customers shall be responsible for losses arising from incorrect information provided by them.
15. Force Majeure
shop.motoutility.com shall not be liable for inability or delay in processing cancellations arising from:
a) Natural calamities;
b) Floods;
c) Fire;
d) Pandemic;
e) War;
f) Government restrictions;
g) Transportation disruptions;
h) Labour strikes;
i) Technical failures;
j) Events beyond reasonable control.
16. Consumer Rights
Nothing contained in this Policy shall restrict or curtail rights available to consumers under:
a) Consumer Protection Act, 2019;
b) Consumer Protection (E-Commerce) Rules, 2020;
c) Sale of Goods Act, 1930;
d) Information Technology Act, 2000;
e) Indian Contract Act, 1872;
f) Motor Vehicles Act, 1988;
g) Any other applicable laws.
Consumers shall continue to enjoy all statutory rights and remedies available under law.
17. Limitation of Liability
To the maximum extent permitted by law, shop.motoutility.com shall not be liable for indirect, consequential, incidental or special damages arising out of cancellation or non-cancellation of orders.
The total liability of shop.motoutility.com shall not exceed the amount actually paid by the customer for the concerned order.
18. Amendment of Policy
shop.motoutility.com reserves the right to amend, modify or update this Cancellation Policy from time to time to ensure compliance with legal requirements and business necessities.
Any revised Policy shall become effective immediately upon publication on the Platform.
19. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India.
Any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts having jurisdiction over the place where MOTO UTILITY carries on business.
20. Contact Details
LUNEXA
Ground Floor 1-793-7, Hiranya Sankeerna,
Main Road, Puttur,
Dakshina Kannada,
Karnataka – 574201
Email: hello@motoutility.com
Phone: +91-9481476074
Last Updated: June , 2026.