Refund & Returns Policy
Last Updated: 8 September 2026
At LOKY®, we want you to receive the correct product in good condition. If there is an issue with your order or product, please contact us and our team will review the matter.
1. Product issues
If you receive a product with an issue, please contact us within 48 hours of delivery wherever possible. This includes issues such as:
- transit damage
- manufacturing defects
- incorrect product received
- significant colour or finish discrepancy
- missing components
- a product that is materially different from what was ordered
Please provide your order number along with photographs or videos showing the issue so that we can review it properly.
2. Transit damage
If the package or product has been damaged during transportation, please contact us within 48 hours of delivery. For faster verification, we may ask for:
- photographs or video of the outer packaging
- photographs or video of the shipping label
- photographs or video of the product
- photographs or video showing the damage
- order number or invoice
Please retain the original packaging until the issue has been reviewed.
3. Incorrect product
If you receive a product different from the one ordered, please contact us within 48 hours of delivery.
After verification, we may arrange an appropriate solution such as replacement, collection, missing-item resolution or refund, depending on the situation and product availability.
4. Manufacturing issue
If you believe the product has a manufacturing defect, please contact us with details of the issue and supporting photographs or videos.
The product may be inspected or assessed before a replacement, repair, refund or other applicable solution is approved.
5. Colour or finish concerns
Minor differences in colour, shade, texture or finish can sometimes occur because of lighting, photography and individual screen settings.
However, if the product received has a significant or material difference from the product or finish ordered, please contact us within 48 hours so that our team can review the matter.
6. Customer-selected product or options
Customers are requested to carefully check the product, model, size, colour, finish and quantity before placing an order.
If the product supplied matches the order but a different size, colour, finish or model was selected by the customer at the time of purchase, a return or refund may not be available solely because a different option is later preferred.
We encourage customers to contact us before ordering if they are unsure about a product, size, finish or model.
7. Order cancellation
Cancellation requests should be made before the order enters the packing or dispatch process. Once an order has entered packing or dispatch, cancellation may not be possible.
If an eligible cancellation is approved, the applicable amount actually paid by the customer will be refunded through the original or applicable payment method.
8. Refunds
Once a refund is approved, LOKY® will initiate the refund through the applicable payment method.
The time taken for the amount to appear in the customer’s account may depend on the payment gateway, bank, card issuer, UPI provider or other payment service provider.
9. Replacements
Where a replacement is approved, LOKY® will generally try to provide the same product.
If the same product is unavailable, we may contact the customer regarding an alternative solution or refund, subject to the circumstances and applicable law.
10. Inspection and verification
LOKY® may request reasonable information, photographs, videos or other evidence to understand and verify a product-related issue. In some cases, the product may need to be inspected before a final decision is made.
Providing photographs or videos does not automatically mean that a return, replacement or refund has been approved.
11. Statutory rights
Nothing in this policy is intended to remove or restrict any consumer right or remedy that cannot legally be excluded.
12. Contact
For return, replacement or refund assistance:
Kanya Marketing (Brand: LOKY®)
Email: relations@loky.co.in
Please include your order number and relevant photographs or videos when contacting us about a product issue.