Shipping policy

Cancellation of an Order

The Member has the sole discretion to cancel the order before it has been processed by the company and in the case of prepaid orders, on cancellation of the order before the “Processed” Status has been processed the Member shall be entitled to a refund in the following manner: 
 
1. Once the order is successfully placed (regardless of the order status) cancellation of the same shall attract a deduction of 3% of the Invoice or Order Value, whichever is higher, towards the "payment processing fee". 
A Deduction of 9% of the Invoice or Order Values shall be applicable for All Cancellations, towards the "payment processing fee" When Simpl Pay in 3/Pay Later Payment Option is used. 
 
2. Also for a prepaid order once in "Processed" Status it can only be cancelled post deduction of logistics fee (to & fro i.e. forward & return shipping charges on actuals) & re-stocking fee which shall be applicable @3% of invoice/ order value). 
The above is Only applicable to the "Returnable" category of products, an Order once Shipped (i.e. Physical handover of your order to the Shipping Partner) cannot be cancelled and must be returned by the Customer to Lukewarm as per the "Return Process" upon which the Refund shall be done post Quality Assurance Checks and Re-stocking Fee of 3%, Subject to Original Condition of the Product over and above other charges mentioned. 
In case of cash-on-delivery orders, if cancelled after “Processed” status or if the shipment is not accepted upon delivery when attempted, the Member will not be eligible for a cash-on-delivery facility for any of the future orders. 

In case of orders consisting of “Non-Returnable” Goods/Items, the order shall not be eligible for Cancellations Or Returns, once in "Processed" status. Additionally, it may be noted, No Refund shall be processed for such Orders with “Non-Returnable” Goods/Items/Shipments.

Return of Damaged/ Defective Product

If a Member has received a Product that is defective/damaged/incorrect or the items are missing from your order, then the Member has to contact the customer care of the Company at hi@lukewarm.care or call +91-7204342233 or raise a ticket from the help desk as available on the Member's account in the Platform, within a period of 48 (Forty-Eight) hours from the time of delivery of the Product/Goods/Items. No Claims (if raised), beyond the period of 48 (Forty-Eight) hours from the time of delivery of the Product/Goods/Items, pertaining to a Product that is defective/damaged/incorrect or Missing items in an order shall be honoured. Replacements are subject to the availability of that particular product. Batch and Price updates on replacement (if any) will be applicable accordingly. If the request for Returns/Cancellations is initiated due to a reason other than "Defective/Damaged/Expired/Wrong Product/Missing Items", Lukewarm shall deduct Forward and Return Shipping Charges from the Refunds and We will try to close the issue within a span of maximum 10 working days from the receipt of the product. 

Refund as per the above terms shall only be applicable if the product is "Returnable" and the order is "pre-paid". No requests shall be entertained for the "non-returnable" products. 

Return Process

The Member may raise a ticket on the Platform/to send an email to "hi@lukewarm.care" or contact customer care at +91-7204342233 of the Company for the return of the Product/Goods/Items. The Company may request for details such as but not limited to pictures of the Product/Goods/Items, video of the opening of the shipment, order number and shipment details etc. 

The Member for return shall send the Product to: 

PRNCA Healthcare Private Limited 

MANO FELICITY, Sy.no.68/2, Site No.13- 14/1, 1st Cross (Old 8th Cross), Parappana Agrahara Main Road, Parappana Agrahara, Electronic City Post, Bangalore - 560100,

Or opt for the reverse pick-up option. The Product should be returned in the same or similar packaging as the original delivery. The Product must reach the Company within 7 (seven) days of the Member returns process initiation for all orders within India and 15 (fifteen) days from other locations.

Reverse Pick-up

Reverse pick-up is subject to the location and applies only to Domestic Members. The logistic fee shall be applicable for the process of reverse pick-up. Any logistic fee or shipping fee applies for returns or cancellations shall be deducted from the refund in case we arrange for the reverse pick-up. Please ensure that the Product reaches us within 7 Days of your Returns Process Initiation for all orders from India & 15 days from other locations. Note: We urge our customer to kindly validate the credentials (ID cards) of the person before handing over the product for return.

Inspection of the Product

The Company shall inspect the Product and on the satisfaction of the Company shall initiate the refund or replacement.

Replacement of the Product

Replacements are subject to the availability of the Product. Batch and price updates on a replacement if any will be applicable accordingly.

Refund Policy

All refunds to the Member shall be done within 7 (seven) working days/ 10(ten) days from the date of initiating the refund. Please note that You should ensure that the Product is intact, no tags have been removed and the remains unused and maintains its original packing condition. 

The payment is reversed in the following manner to a source stated below:

Mode of Payment - Reversal Mode 

Credit Cards - Online Reversal to your card 

Debit Cards - Online Reversal to your card 

Net Banking - Online Reversal into your account 

Bank Deposits - Transfer to Bank Account 

Cash On Delivery - Transfer to Bank Account 

Delivery Charges - Transfer to Bank Account 

*For any prepaid order cancellation by the customer, a fee of 3% on the Order value will be deducted against payment gateway charges in addition to other applicable deductions. The balance amount will be refunded back to the source of payment.

Exceptions to the Return Policy

The following issues are not covered under the Return Policy: 

  • Flavour dislike size, color/shade, taste, side-effects, rashes, stomach upset, any adverse medical condition. We strongly recommend cross-verify your product requirement before purchasing 
  • Any edible/perishable item which has been used or opened 
  • Seasonal/special offers by the Company may not be covered under the return policy 
  • Product tampered or damaged due to misuse 
  • Product without its original packing with accessories, box, and parts missing when delivered to Company 
  • Products missing tags, seals, and serial/UPC numbers as may be applicable 

Grievance Redressal: 

Contact the undermentioned for any grievances: 
Name: Prateek Banerjee 
Designation: Grievance Officer - Customer Services 
PRNCA Healthcare Private Limited
MANO FELICITY, Sy.no.68/2, Site No.13- 14/1, 1st Cross (Old 8th Cross), Parappana Agrahara Main Road, Parappana Agrahara, Electronic City Post, Bangalore - 560100, 
WhatsApp Us : + 91-7204342233 (IN) | hi@lukewarm.care/ admin@lukewarm.care

Disclaimer: The Company reserves all rights to cancel any order without prior intimation at its sole discretion or due to various reasons such as but not limited to quality issues, batch changes price changes. 

In case of an incomplete address or any misleading information given by the Member, the Company reserves the right to cancel the order.