Policies

This Kitchen & Home Appliances Policy ("Policy") is issued by Livspace India Private Limited (formerly known as Home Interior Designs E-Commerce Private Limited), a company incorporated under the Companies Act, 2013, bearing CIN U52390HR2014PTC131277 and having its registered office at Unit No. R2-102, First Floor, M3M Cornerwalk, Golf Course Extension Road, SPR, Sector 74, DLF QE, Gurugram – 122002, Haryana ("Livspace"), and governs the shipping, delivery, returns, cancellation and warranty of the products listed below.

This Policy applies to the following Livspace products (each a "Product" and collectively, the "Products"). The terms of this Policy apply uniformly to each Product.

In this Policy, "user manual" refers to the user manual supplied with the relevant Product. References to "you", "your" or the "Customer" refer to the original purchaser of the Product.

Shipping timeline: Ships in 1-2 working days from the date of order confirmation.

Shipping cost: Free.

Serviceable Locations: Pan-India*

Delivery timelines may vary depending on the delivery location. To check the estimated delivery date for a Product, enter your PIN code on the product page. The expected delivery date will be displayed based on the serviceability and delivery timelines for your location. Where multiple Products are purchased, delivery dates may vary for each Product. Delivery timelines are estimates only, and Livspace shall not be liable for any delay in delivery arising from circumstances beyond its reasonable control.

A Product is not eligible for return unless it is found to be damaged, defective, or incorrectly delivered. If you receive a damaged or defective Product, please raise a request within 7 (seven) days of delivery through our website or by contacting Livspace Customer Care.

To help us resolve the issue, please share the invoice along with clear images and a video of the Product and its packaging, wherever applicable. Our team will then review the details.

Once the claim has been verified by our team, we will arrange a replacement at no additional cost or initiate a return and refund, as applicable. Refunds, where applicable, shall be processed to the original mode of payment within such timelines as may be communicated by Livspace.

Please note: Livspace will make the final decision on returns and refunds after verifying the reported issues. Returns or replacements will not be accepted for damage caused by misuse, tampered packaging or product labels, incidental damage, missing components (save where reported within 7 (seven) days of delivery, in which case Livspace may, at its discretion, supply the missing component), or Products returned in a condition different from that in which they were delivered. Spare parts are not eligible for return; only replacement is permitted in case of a defective or incorrect delivery.

Once your order has been placed and confirmed, it cannot be cancelled as the Product moves into the processing stage. Livspace reserves the right to cancel any order, including where it is unable to fulfil the order for any reason, in which case the amount paid shall be refunded in full to the original mode of payment.

The warranty set out below is given solely and exclusively by Livspace to the Customer on the purchase of a Product, effective from the date of the invoice ("Effective Date").

The warranty covers the Product and its components, to the extent and in the manner specified below. For warranty support, please contact Livspace Customer Care at 1800-309-0930 or care@livspace.com.

1. Warranty Period: The warranty period shall be 2 (two) years from the Effective Date.

2. Conditions of Warranty: Warranty coverage applies only where the following conditions are met:

a) The Product is operated, maintained and used strictly in accordance with the instructions in the user manual;

b) The Customer retains and produces a valid proof of purchase (including the invoice) at the time of any claim;

c) The Product is strictly used for regular household purposes and not for any commercial purpose;

d) The Product is owned by the original purchaser, the warranty not being transferable to any subsequent owner or purchaser;

e) The Product has not been serviced, repaired, modified or dismantled by any person other than Livspace or its authorised service personnel;

f) The Customer has carried out routine cleaning, descaling and maintenance of the Product in accordance with the user manual;

g) The Customer provides Livspace and/or its authorised service personnel with reasonable access to inspect, diagnose, repair or replace the Product, as may be required; and

h) The defect is reported to Livspace within the warranty period.

3. Warranty Coverage: This Policy covers manufacturing defects in material and workmanship that arise during normal operation and use of the Product as prescribed in the user manual. Any decision to repair and/or replace the Product shall be solely determined by Livspace, subject to the inspection and tests set out in Clause 5. Any repair or replacement carried out under this Policy shall not extend or renew the original warranty period. Where the same model or component is unavailable, Livspace may, at its discretion, replace it with an equivalent model or component, or offer a credit, calculated on a pro-rata basis for the unexpired warranty period.

4. Exclusions: This Policy does not cover:

a) Labour, installation or transportation costs;

b) Natural wear and tear of finishes and surfaces, or nicks, cuts, scratches or abrasions;

c) Glass and glass components, except for a manufacturing defect reported at the time of delivery;

d) Consumables (including filters, dust bags and brushes), normal wear and tear parts, plastic and/or rubber parts, non-operational parts and related accessories;

e) Damage caused by limescale or scaling, failure to descale, or use of unsuitable or hard water;

f) Damage caused by power surges, voltage fluctuations, or an incorrect or improper electrical supply;

g) Damage due to non-compliance with the maintenance guidelines in the user manual, or tampering, repairs, modifications, alterations or dismantling by unauthorised personnel;

h) Damage caused by the use of non-genuine parts, accessories or descaling agents not recommended in the user manual;

i) Damage due to exposure to extreme temperatures, continuous contact with water, high moisture or use of harsh cleaning chemicals, or hairline cracks;

j) Any Product on which the serial number or rating label has been removed, defaced or altered;

k) Damage caused by natural disasters such as fire, flood, lightning, hurricanes, tornadoes and earthquakes, and any similar events beyond reasonable control, which shall be deemed acts of God;

l) Products purchased through unauthorised channels or without a valid Livspace invoice; and

m) Damage arising from misuse, abuse, negligence, accident, improper handling, or use of the Product contrary to the user manual.

5. Inspection and Tests: Before initiating any repair or replacement under this Policy, Livspace reserves the right to inspect and test the Product, either directly or through personnel nominated by it, to confirm the nature of the defect and that the conditions of this Policy have been met. The Customer agrees to make the Product reasonably available for this purpose. Livspace's assessment following such inspection shall be final in determining whether a claim falls within the scope of this Policy.

6. Limitation of Liability: Livspace's liability under this Policy is limited to the repair or replacement of the Product and/or its components, or such other resolution as may be offered by Livspace, as set out in this Policy.

7. Exclusion of Indirect Loss: Livspace shall not be liable for any incidental, consequential, indirect or special damages, including loss of profits, loss of business or any other economic loss arising from the use of, or inability to use, the Product. Further:

a) Repair or replacement of the Product or its affected components, at Livspace's option, is the primary remedy available to the Customer under this Policy, in addition to any rights available to the Customer under applicable law;

b) The value of any claim under this Policy shall not exceed the amount paid by the Customer for the Product;

c) This Policy applies only to the Product described herein and does not extend to any other product or service;

d) This Policy operates alongside, and does not reduce, the Customer's rights under the Consumer Protection Act, 2019 and other applicable laws, and the limitations in this Policy shall apply to the maximum extent permitted by law;

e) Livspace shall not be liable for any delay or failure to perform its obligations under this Policy where such delay or failure arises from circumstances beyond its reasonable control; and

f) Except as expressly stated in this Policy, and to the extent permitted by law, no other warranty or representation, express or implied, is given in relation to the Product.

8. Livspace Discretion:

a) Livspace, at its sole discretion, reserves the right to control and monitor all repairs and replacements conducted under this Policy in accordance with its specifications and instructions, and to determine reasonable timelines for completion of such repairs and replacements. Livspace may appoint a contractor to carry out the necessary repairs, or approve a contractor appointed by the Customer, and retains the authority to ensure that repairs meet its quality standards and specifications. The Customer acknowledges that Livspace's exercise of this discretion, including in relation to timelines, is a fundamental part of this Policy.

b) Where Livspace is unable to repair the Product or the affected component (whether due to the discontinuation or non-availability of spare parts, or any other reason beyond its reasonable control) and a suitable replacement is also not feasible, Livspace may discharge its obligations under this Policy by offering, at its sole discretion, an alternative resolution, whether commercial or otherwise.

c) Livspace shall not be obligated to provide any temporary, standby or replacement product while a Product is undergoing repair or replacement under this Policy. Any repair or replacement timelines indicated are estimates only and may vary depending on the nature of the defect and the availability of spare parts or components.

d) Out-of-Warranty Service: Where a defect is not covered under this Policy, or arises after the warranty period, Livspace may, at its discretion and subject to feasibility and the availability of spare parts, offer to carry out repairs on a chargeable basis at its prevailing service rates. Livspace will provide an estimate before undertaking any such work, and any out-of-warranty service so carried out shall not carry or extend any warranty unless expressly agreed by Livspace in writing.

9. How to Make a Warranty Claim: To make a claim under this Policy, the Customer shall:

a) contact Livspace Customer Care at 1800-309-0930 or care@livspace.com and report the defect as soon as reasonably possible after it is noticed, and in any event within the warranty period;

b) provide the model name, serial number and valid proof of purchase; and

c) allow Livspace or its nominated personnel reasonable access to the Product for inspection, testing and, where applicable, repair or replacement.

10. Grievance Redressal: Any grievance in relation to this Policy may be addressed to Livspace's Grievance Officer, whose details are available on Livspace's website. Livspace shall acknowledge and endeavour to redress such grievances within the timelines prescribed under applicable law.

11. Governing Law and Jurisdiction: This Policy is governed by the laws of India. Subject to any non-excludable rights the Customer may have under applicable consumer protection laws, the courts at Bengaluru, Karnataka shall have exclusive jurisdiction over any claim or dispute arising from this Policy.

12. General:

a) If any provision of this Policy is held invalid or unenforceable, the remaining provisions shall continue in full force and effect. No delay or failure by Livspace in enforcing any provision shall be treated as a waiver of that provision.

b) This Policy should be retained together with the invoice for the warranty period.

c) Any personal data collected in connection with this Policy will be handled in accordance with the Digital Personal Data Protection Act, 2023, other applicable law and Livspace's privacy policy.

d) In the event of any conflict between this Policy and any other document relating to the Product, this Policy shall prevail as between Livspace and the Customer. This Policy, together with the invoice, constitutes the entire understanding between Livspace and the Customer in relation to the warranty of the Product. Livspace may transfer or assign its rights and obligations under this Policy to any of its affiliates or successors without affecting the Customer's entitlements hereunder.

e) Livspace shall comply with all disclosure and information requirements applicable to it under law in connection with any claim made under this Policy.

f) Livspace reserves the right to amend this Policy from time to time. The Policy in force on the date of purchase of the Product shall apply to such purchase.