Refund policy

RETURN, REFUND AND 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 and associated digital services (collectively referred to as the "Platform").

This Policy is framed in accordance with:

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 and rules made thereunder
g) Any other applicable laws and regulations in force in India

The Company is committed to ensuring transparency, fair trade practices, customer satisfaction and protection of consumer rights.

2. Scope of Policy

This Policy applies to all customers purchasing vehicle spare parts, accessories, tools, lubricants and other automotive products through the Platform.

The Policy governs:

a) Order cancellation
b) Return of products
c) Replacement of products
d) Refund of payments
e) Non-returnable products
f) Rights and obligations of customers and the Company

3. Definitions

For the purpose of this Policy:

(a) "Customer" means any person purchasing goods through the Platform.

(b) "Product" means vehicle spare parts, accessories and related goods offered by LUNEXA and shop.motoutility.com.

(d) "Refund" means reimbursement of the amount paid by the customer.

(e) "Cancellation" means withdrawal or termination of an order before dispatch or delivery.

(f) "Defective Product" means a product having manufacturing defects or quality deficiencies.

(g) "Wrong Product" means a product differing from the description, specifications or order placed by the customer.

4. Order Cancellation Policy

4.1 Cancellation Before Dispatch

Customers may cancel their order without penalty before the product has been dispatched. Upon successful cancellation, the entire amount paid shall be refunded.

4.2 Cancellation After Dispatch

Orders already dispatched cannot ordinarily be cancelled. Such orders shall be governed by the return provisions contained herein.

4.3 Cancellation by shop.motoutility.com

shop.motoutility.com reserves the right to cancel any order under the following circumstances:

a) Unavailability of stock
b) Pricing or typographical errors
c) Suspected fraudulent transactions
d) Violation of terms and conditions
e) Regulatory or legal restrictions
f) Force majeure events

In such cases, the customer shall be entitled to a full refund without any liability on the part of shop.motoutility.com.

5. Return Policy

5.1 Eligibility for Return

Customers may request return of products within seven (7) days from the date of delivery in the following circumstances:

a) Receipt of damaged product
b) Manufacturing defects
c) Wrong item delivered
d) Product substantially different from description
e) Missing components or accessories
f) Product rendered unusable due to defects existing at the time of delivery

5.2 Conditions for Acceptance of Return

The returned product must:

a) Be unused and unaltered
b) Be accompanied by invoice and proof of purchase
c) Be returned with original packaging and accessories
d) Not show signs of misuse, tampering or physical damage caused after delivery
e) Comply with the inspection requirements prescribed by the Company

6. Non-Returnable Products

The following products shall not be eligible for return except in case of manufacturing defects:

a) Electrical and electronic automotive components
b) Batteries
c) ECU modules and sensors
d) Engine oils, lubricants and chemicals
e) Products installed, altered or modified by the customer
f) Customized or special-order parts
g) Products damaged due to improper installation or negligence
h) Products whose serial numbers or labels have been removed

7. Automotive Safety and Motor Vehicles Act Compliance

In accordance with the Motor Vehicles Act, 1988 and public safety considerations, shop.motoutility.com reserves the right to refuse return or replacement of products which:

a) Have been installed and used in a vehicle
b) Affect the structural integrity or safety of a vehicle
c) Have undergone modification after delivery
d) May endanger road safety upon re-circulation
e) Are prohibited from resale under applicable laws

The Company shall not be liable for accidents, damages, injuries or losses arising from improper installation, unauthorized modifications or misuse of spare parts.

Customers are advised to ensure installation by qualified mechanics and authorized service personnel.

8. Replacement Policy

Where feasible, shop.motoutility.com may replace the defective or damaged product instead of issuing a refund.

Replacement shall be subject to:

a) Availability of stock
b) Verification and inspection
c) Confirmation of manufacturing defect or mismatch

The decision regarding replacement or refund shall rest with shop.motoutility.com and shall be exercised reasonably and in accordance with applicable laws.

9. Refund Policy

Upon approval of return or cancellation, refunds shall be processed through the original mode of payment.

Refunds shall ordinarily be initiated within seven (7) to fifteen (15) working days from approval.

The actual credit period may depend upon:

a) Banks
b) Payment gateways
c) Credit card issuers
d) UPI or wallet providers

shop.motoutility.com shall not be liable for delays attributable to third-party financial institutions.

10. Cases Where Refund May Be Refused

Refund requests may be rejected in cases involving:

a) Misuse of products
b) Normal wear and tear
c) Improper installation
d) Unauthorized repairs
e) Physical damage caused by the customer
f) Missing accessories or packaging
g) Products returned beyond the prescribed period
h) Fraudulent claims

11. Inspection and Verification

All returned products shall be subject to inspection and quality verification.

shop.motoutility.com reserves the right to:

a) Seek photographs or videos
b) Require technical examination
c) Obtain manufacturer reports
d) Reject claims found to be false or misleading

The decision of the Company after verification shall be final, subject to remedies available under applicable laws.

12. Consumer Rights

Nothing contained in this Policy shall restrict or curtail the rights available to consumers under:

a) Consumer Protection Act, 2019
b) Consumer Protection (E-Commerce) Rules, 2020
c) Sale of Goods Act, 1930
d) Indian Contract Act, 1872
e) Motor Vehicles Act, 1988
f) Any other applicable law

Consumers shall have the right to seek remedies before the competent Consumer Disputes Redressal Commission and other authorities as provided under law.

13. Limitation of Liability

To the maximum extent permitted by law, shop.motoutility.com shall not be liable for:

a) Consequential or indirect damages
b) Loss of profits or business
c) Vehicle breakdown caused by improper installation
d) Damages arising from negligence of third parties
e) Any losses attributable to acts beyond the reasonable control of the Company

14. Force Majeure

shop.motoutility.com shall not be responsible for delay or failure in performance due to events beyond its reasonable control, including:

a) Natural disasters
b) Floods
c) Fire
d) War
e) Government restrictions
f) Pandemic
g) Transportation disruptions
h) Strikes or labour disturbances

15. Amendment of Policy

shop.motoutility.com reserves the right to amend, modify or revise this Policy at any time to ensure compliance with applicable laws and business requirements.

Updated versions shall be published on the website and mobile application and shall become effective immediately upon publication.

16. 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 shop.motoutility.com carries on business.