1. Our Approach

We want customers to receive the correct product in the condition and specification promised. This policy applies to purchases made through www.liofant.com unless a lawful project-specific term is expressly agreed before a bulk, custom, made-to-order or specially sourced order is accepted. Mandatory consumer rights always prevail over any narrower commercial condition in this policy.

The limitation of liability, indemnity, cyber/security and Force Majeure provisions in the LIOFANT Terms & Conditions form part of this Policy and apply to return, refund and cancellation requests to the extent relevant and legally enforceable. In particular, fraudulent return activity, product tampering, unsafe or unlawful return shipments, misuse of accounts or data, and cyber/privacy incidents attributable to a customer remain subject to those protections. Nothing in those provisions reduces a mandatory consumer remedy.

2. When We Will Accept a Return or Provide a Remedy

Subject to verification reasonably appropriate to the product, LIOFANT will accept a return, replacement, exchange or refund as required by applicable law where the goods are:

1. defective or deficient;
2. spurious or not authentic where authenticity was represented;
3. damaged in transit before delivery to you;
4. different from the product, quantity, material characteristic, size/grade/brand or other feature advertised or expressly agreed;
5. wrongly supplied; or
6. delivered late from the stated delivery schedule where the applicable e-commerce rule requires a return/refund, except where the legally recognised force-majeure exception applies.

For visible transit damage, shortage or wrong supply, please tell us preferably within 48 hours of delivery and retain the outer packaging, label and invoice so we can investigate quickly. This prompt-notice request is for efficient evidence collection and does not extinguish any statutory right that remains available after 48 hours.

3. Any & All Returns for Eligible Standard Products

As a customer-friendly commercial policy, LIOFANT will accept a change-of-mind return request for an eligible standard-stock product made within 7 calendar days after delivery if all of the following conditions are met:

7. the item is unused, uninstalled, unaltered and in resalable condition;
8. original packaging, labels, manuals, accessories and bundled items are complete and undamaged;
9. any manufacturer/tamper seal remains intact where breaking it affects safety, warranty, authenticity or resale;
10. you provide the order number or invoice; and
11. the product is not in a non-returnable category listed below.

Any & All returns are a voluntary facility and do not replace the separate rights in Section 2 for defective, damaged, wrong, spurious or non-conforming goods.

4. Products Normally Not Eligible for Any & All Return

Unless a Section 2 issue applies, the following are not returnable merely because the customer changes their mind:

12. customised, fabricated, drilled, cut-to-length, specially coated, assembled or made-to-order items;
13. products specially procured/imported for a customer's project or requirement and identified as non-returnable before acceptance;
14. bulk/project quantities expressly sold under an accepted quotation or pro-forma invoice with a non-returnable condition;
15. opened or used power tools, measuring tools, blades, bits, abrasives, cutting accessories or products whose use materially affects safety, calibration or resale;
16. opened PPE/safety products or hygiene-sensitive items where return would create a safety or hygiene concern;
17. consumables, adhesives, chemicals, sealants or similar products once opened or where shelf-life/storage integrity cannot be verified; and
18. clearance/final-sale goods where that status was prominently disclosed before purchase.

A non-returnable classification never overrides a mandatory remedy for a defective, deficient, spurious, wrong or materially misdescribed product.

5. How to Request a Return

19. Contact care@liofant.com or +91 90366 54393 with your order/invoice number, product name and reason for return.
20. For damage, wrong item, shortage or visible defect, attach clear photographs showing the product, packaging and label. An unboxing video may be helpful but is mandatory to assess the nature of a specific claims genuineness and the level of conciliation required to resolve the same.
21. Wait for a Return Authorisation / return instructions before sending goods back. We will provide the return location and, where LIOFANT is responsible for return logistics, arrange pickup or give suitable shipping instructions.
22. Pack the product securely with the accessories and documents requested. Keep proof of handover/dispatch until the return is closed.

6. Return Shipping Cost

Where the return arises from a defect, damage before delivery, wrong supply, spurious product or material non-conformity attributable to LIOFANT/supply, LIOFANT will bear the reasonable return logistics cost. For an approved any & all return, the customer bears the actual return logistics cost; this is a logistics cost, not a cancellation fee. The cost will be disclosed or agreed before the return is shipped where practicable.

7. Inspection and Outcome

Returned goods may be inspected to confirm identity, condition, completeness and the stated issue. For a valid Section 2 claim, inspection will not be used to deny statutory rights merely because packaging was opened as reasonably necessary to discover the defect. Depending on the circumstances and your rights, the remedy may be replacement, exchange, repair under manufacturer warranty, price adjustment or refund.

For a discretionary change-of-mind return, refund approval depends on the item meeting the Section 3 resalable-condition requirements. If the return does not qualify, we will explain the reason and discuss return of the goods to you, including any reasonable logistics cost where lawful.

8. Refunds

Once a refund is accepted, LIOFANT will initiate it to the original payment method within 7 business days, or sooner if applicable law/payment rules require. Banks, card networks and payment providers may take additional time to credit the amount after we initiate it. For a valid defect/wrong/damage/non-conformity claim, the refund will include amounts that applicable law requires us to return, including relevant standard delivery charges where appropriate. For an approved any & all return, original outward delivery charges may remain non-refundable where they were actually incurred and the law permits.

If the original payment method cannot receive a refund, we will contact you to arrange another lawful method after reasonable verification. We will never ask for an OTP, PIN or CVV to issue a refund.

9. Exchanges and Replacements

Exchanges and replacements depend on stock availability. If the required product is unavailable, we will offer an appropriate alternative only with your agreement or process the applicable refund. A replacement product remains subject to its manufacturer warranty and applicable statutory rights.

10. Order Cancellation

You may request cancellation before dispatch through your account where enabled or by contacting Customer Care. LIOFANT does not charge a separate cancellation fee. Once the order has been handed to the carrier, a change-of-mind request is handled under the return conditions above. If LIOFANT cancels an accepted prepaid order, the paid amount will be refunded in full. We do not impose a consumer cancellation charge that LIOFANT would not bear in an equivalent unilateral cancellation, consistent with applicable e-commerce rules.

11. Force Majeure and Delivery Disruption

Neither LIOFANT nor any Protected Party will be treated as in breach, nor be liable for contractual damages, delay charges, service credits, penalties or other contractual compensation, for delay, interruption, non-availability or failure to perform an affected obligation to the extent caused by a Force Majeure Event beyond LIOFANT's reasonable control.

A "Force Majeure Event" includes, without limitation where genuinely beyond reasonable control: act of God; flood, cyclone, earthquake, lightning, extreme weather, fire or other natural disaster; epidemic, pandemic or public-health restriction; war, invasion, terrorism, riot, civil commotion, sabotage or threat of such events; governmental, judicial or regulatory action or order, change in law, sanction, embargo, seizure, import/export, customs or licensing restriction; strike, lockout or material labour disruption; port, road, rail, air, carrier, courier, warehousing or logistics shutdown; shortage or unavailability of raw material, stock, components, packaging, fuel or transport caused by a qualifying external event; power or utility failure; and material telecommunications, internet, DNS, cloud, data-centre, e-commerce-platform, payment-gateway, banking or other critical third-party technology outage. It also includes ransomware, denial-of-service attack, malicious intrusion, zero-day exploitation, material service-provider compromise or other cyber incident that could not reasonably have been prevented by the safeguards LIOFANT is legally required to maintain.

A disruption affecting a supplier, manufacturer, bank, payment provider, cloud/platform provider, warehouse, carrier or other critical service provider may qualify only to the extent its effect on LIOFANT is caused by a qualifying external event and could not reasonably have been avoided through commercially reasonable alternatives. Ordinary price movement or a failure caused solely by LIOFANT's lack of reasonable care is not converted into force majeure merely by being labelled as such.

For the duration of the Force Majeure Event and a reasonable restart period, affected performance dates are suspended or extended. LIOFANT may reasonably suspend website or dispatch functions, restrict affected accounts for security, allocate constrained stock, change or add a supplier, warehouse, payment route, technology provider, carrier or delivery route, make partial deliveries, postpone performance, or cancel the affected unperformed portion. A materially different substitute product will not be supplied to a consumer without agreement.

LIOFANT will take commercially reasonable steps to mitigate material disruption and, where reasonably practicable, communicate a material order impact. Mitigation does not require LIOFANT to violate law, settle a labour dispute on terms it considers unacceptable, procure at commercially unreasonable premiums, or incur expenditure disproportionate to the affected obligation.

If LIOFANT cancels an unfulfilled prepaid consumer order because of a Force Majeure Event, the amount paid for the cancelled and undelivered portion, together with compulsory charges that applicable law requires to be returned, will be refunded within the legally applicable time. For a business, project, custom, fabricated or specially procured order, committed raw material, fabrication, special procurement, freight, advances and cancellation consequences may instead be governed by the quotation, pro-forma invoice or project contract accepted before the order, to the extent lawful.

A Force Majeure Event does not excuse payment already due for goods or services already supplied, does not remove a legally mandatory remedy for goods already delivered defective, spurious, wrong or materially misdescribed, and does not waive a mandatory cyber-security, personal-data, consumer-grievance, tax, regulatory reporting or other duty that cannot lawfully be excluded. Any consumer or statutory remedy that legally survives the event remains unaffected.

If a Force Majeure Event materially prevents performance for more than 60 consecutive days, LIOFANT may cancel the affected unperformed portion on written or electronic notice without further contractual liability, subject to the refund obligations above and mandatory law. Any separate B2B/project agreement may provide a different continuation or termination period.

12. Manufacturer Warranty

Power tools, measuring instruments and other branded products may carry a manufacturer warranty. Where appropriate, diagnosis, repair or replacement may be performed by the manufacturer's authorised service centre. LIOFANT will provide reasonable purchase documentation/support. Manufacturer warranty exclusions for misuse or unauthorised repair are separate from rights that law gives you against LIOFANT for a product that was defective, misdescribed or otherwise non-conforming at sale/delivery.

13. B2B, Bulk and Project Orders

Orders placed for commercial/project use may include specially negotiated quantities, rates, credit/payment terms, freight, delivery schedules, inspection requirements or return conditions. Those terms may be stated in a quotation, pro-forma invoice or written contract accepted before supply. If the buyer qualifies as a consumer under applicable law for a particular transaction, no project term will remove a non-excludable consumer right.

14. Complaints and Escalation

If a return/refund issue is not resolved by Customer Care, escalate it to the Grievance Officer below. Consumer complaints will be acknowledged within 48 hours and redressed within one month from receipt, as required by the Consumer Protection (E-Commerce) Rules, 2020. You may also use the National Consumer Helpline or a competent consumer commission where legally available.

15. Indemnity and Protection of LIOFANT Parties

For these policies and the LIOFANT Terms & Conditions, "Protected Parties" means Bullseye Viksitra India Private Limited; LIOFANT; every other brand owned, licensed or lawfully operated by the Company; its past, present and future holding, subsidiary, affiliate or group entities (where applicable); and their respective founders, promoters, shareholders (in that capacity), directors, key managerial personnel, officers, employees, authorised representatives, agents, professional advisers, contractors, successors and permitted assigns. Relevant licensors, technology and cloud providers, payment providers, suppliers, manufacturers, warehouses, carriers and logistics partners are also Protected Parties only to the extent a claim against them arises from or is materially connected with a user's breach, misuse, unlawful conduct or the LIOFANT transaction concerned.

The full indemnity in the LIOFANT Terms & Conditions is incorporated into this Policy. Without limiting it, to the fullest extent permitted by law you agree to indemnify the Protected Parties against third-party claims, direct losses and reasonable legal or professional costs to the extent caused by: a fraudulent return, false shortage/damage claim, product substitution, chargeback abuse or return of an item other than the item supplied; damage caused after delivery by unsafe storage, installation, modification, use or return packing attributable to you; onward resale or representation inconsistent with manufacturer/LIOFANT instructions; or personal-data, account or payment misuse attributable to you in connection with a return, refund or collection.

This indemnity does not apply to a good-faith exercise of a statutory consumer right and does not shift to you a defect, wrong-supply, product, privacy, security or other responsibility that applicable law requires LIOFANT itself to bear. Consumer liability is limited to what is lawful, reasonable and proportionate. For business/project purchasers, the indemnity survives return, refund, cancellation and completion in relation to earlier events.

To the fullest extent permitted by law, an ordinary contractual claim arising solely from a LIOFANT website transaction or Company obligation shall be pursued against Bullseye Viksitra India Private Limited and not personally against a founder, promoter, shareholder, director, officer, employee or representative merely because of that person's office, status or relationship with the Company. This does not protect any person from liability that applicable law imposes personally for that person's own fraud, wilful misconduct or other conduct that cannot lawfully be excluded.

16. Governing Law, Mediation, Arbitration and Jurisdiction

These policies, the Terms and any transaction with LIOFANT are governed by the laws of India, without prejudice to any mandatory law that applies to a consumer or transaction.

Good-faith resolution. Before commencing contractual proceedings, a party should send a written Dispute Notice describing the dispute and relief sought to the other party (a notice to LIOFANT may be sent to the Grievance Officer/contact details stated below). Senior or authorised representatives will attempt in good faith to resolve the dispute for 15 business days after receipt. This step does not prevent urgent interim relief, a statutory complaint, recovery action expressly preserved by law, or a filing reasonably necessary to preserve limitation.

Mediation. If a business/commercial dispute is not resolved by negotiation, the parties shall attempt confidential mediation in Bengaluru, Karnataka, before arbitration. The mediator will be independent and mutually agreed within 10 business days; if no mediator is agreed within that period, or mediation does not settle the dispute within 30 calendar days after appointment (unless extended by written agreement), the mediation step is deemed exhausted. Mediation may be conducted physically, online or in hybrid form. The Mediation Act, 2023 will apply only to the extent its relevant provisions have been brought into force and are applicable at that time; otherwise the parties may follow mutually agreed institutional or mediator procedures. No party is required to accept a settlement.

B2B arbitration. Any dispute arising out of or relating to these policies, the Terms, a website transaction, quotation or order that is not settled through the process above and is legally capable of arbitration shall, where the purchaser acts wholly for business or commercial purposes, be finally resolved by arbitration under the Arbitration and Conciliation Act, 1996, as amended. The arbitration will be administered by the Arbitration & Conciliation Centre - Bengaluru (Domestic & International), an initiative of the High Court of Karnataka, under its rules then in force, by a sole arbitrator appointed in accordance with those rules. The juridical seat and legal place of arbitration shall be Bengaluru, Karnataka; the language shall be English. Hearings may be conducted online or at another convenient venue without changing the Bengaluru seat. If the Centre is unavailable or declines administration, the arbitration shall proceed before a sole independent arbitrator jointly agreed by the parties, failing which appointment may be sought under section 11 of the 1996 Act. LIOFANT will not have a unilateral right to appoint the sole arbitrator.

Interim relief, confidentiality and costs. A party may seek interim, conservatory or protective relief from a competent court or arbitral tribunal, including under sections 9 and 17 of the Arbitration and Conciliation Act, 1996, without waiving arbitration. Mediation and arbitration will be kept confidential to the extent required by applicable law and the applicable rules, subject to disclosures needed for professional advice, regulatory compliance, enforcement or challenge. Arbitration costs will be determined in accordance with applicable law and the institutional rules; no pre-dispute term requires one party to bear all arbitration costs regardless of outcome.

Consumers and mandatory statutory forums. Nothing in this dispute clause restricts a consumer from approaching a Consumer Commission, the National Consumer Helpline or any other statutory authority/forum having jurisdiction, nor does it compel a consumer to arbitrate where applicable law leaves that choice to the consumer. If a consumer elects arbitration after a dispute has arisen, the Bengaluru arbitration framework above may be used to the extent lawful and agreed. Nothing here limits any mandatory right or forum available to LIOFANT or a qualifying supplier under the Micro, Small and Medium Enterprises Development Act, 2006, or any other overriding statutory mechanism.

Jurisdiction. For proceedings arising from an arbitration seated in Bengaluru, the courts at Bengaluru, Karnataka having supervisory jurisdiction under the Arbitration and Conciliation Act, 1996 shall have exclusive jurisdiction. For non-arbitrable non-consumer court disputes, the competent courts at Bengaluru shall have exclusive jurisdiction to the extent the parties may lawfully agree and those courts otherwise have jurisdiction. Statutory consumer, regulatory, cyber/data-protection, criminal and other non-waivable jurisdiction rules remain unaffected.

Contact and Grievance Details

Customer care: care@liofant.com | +91 90366 54393

Grievance Officer: Naziya Gheewala, Co-Founder

Grievance email/phone: care@liofant.com | +91 90366 54393

Registered office / principal geographic address: No. 30/2, Dominion Business Centre, 2^nd Cross, SGN Layout, Lalbagh Road, Bengaluru. Karnataka. India. Pin: 560027.

Corporate Identity Number (CIN): U46633KA2025PTC204156

GSTIN: 29AANCB6689A1Z9

Legal Framework Considered

This policy is drafted for an India-facing e-commerce website and should be read subject to applicable law as amended and brought into force from time to time. Key instruments considered include:

Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020, including the duties of inventory e-commerce entities and grievance-redress requirements.

Legal Metrology Act, 2009 and Legal Metrology (Packaged Commodities) Rules, 2011, as applicable to packaged commodities sold online.

Indian Contract Act, 1872, including sections 32, 56 and 124-125 as applicable; Arbitration and Conciliation Act, 1996, as amended; and Mediation Act, 2023 only to the extent relevant provisions are in force and applicable.

Micro, Small and Medium Enterprises Development Act, 2006, including mandatory supplier remedies where applicable.