Exchange Policy

CUSTOMER SATISFACTION IS OUR PRIORITY

At Liverpool, we strive to provide the best shopping experience for our valued customers. 

We stand by the quality of our products, and we want you to be happy with your choice. That’s why we offer EXCHANGES ONLY on our products at this time and NO RETURNS. Trust us, you won’t regret it.

We understand that sometimes, you may need to exchange a product for various reasons. This Exchange Policy outlines our procedures and guidelines for product exchanges to ensure a hassle-free process.

Please note, the product color might slightly vary from the images due to photographic lighting sources or your display monitor settings.

Eligibility for Exchange

  • Products eligible for exchange must be in their original condition, unworn, unwashed, and with all original tags and packaging intact. You are welcome to try on a product but please take adequate measures to preserve its condition.

  • The Exchange Request must be submitted within 7 days from the date of the delivery.

  • Personalized or customized items are generally not eligible for exchange unless they have a manufacturing defect.

  • Discounted Products purchased with special offers, promotional discount codes, or free products/gifts are not eligible for exchange.

Valid Reasons for Exchange

You may request an exchange for the following reasons:

  • Size and Fit Issues: If the product doesn't fit as expected, we will gladly exchange it for the correct size, subject to availability. A nominal exchange fee of INR 99 will be charged which will be included in the replacement order invoice

  • Defective or Damaged Products: If you receive a defective or damaged item, we will replace it with a new one at no additional cost.

  • Wrong Product Delivered: In the rare event that you receive the wrong product, we will arrange for the correct item to be sent to you at no additional cost.

Process for Exchanges

To request an exchange, please follow these steps:

  • Raise an exchange request using the self-service portal or from your Orders page within the stipulated exchange period. You can also contact the support team via email and raise an exchange request.

  • Provide your order number and details of the product(s) you wish to exchange. We will arrange for the reverse pickup of the product(s) to be exchanged.

  • Once your product to be exchanged is received, it will go through a rigorous inspection and quality check process. We will send you an email to notify you that we have received the item to be exchanged and also notify you of the approval or rejection of your request.

  • Upon approval of its exchange eligibility, we will process the exchange and notify you of the estimated delivery date for the replacement item. A nominal exchange fee of INR 99 will be charged which will be included in the replacement order invoice. This invoice will be sent to your registered email along with the payment link to pay the exchange fee. The replacement will be dispatched upon payment of this fee. This fee helps cover the cost of processing and handling the exchange.

  • While we strive to fulfill exchanges promptly, a specific exchange timeframe CANNOT be guaranteed. The time required for the exchanged product to reach you may vary depending on various factors, including but not limited to product availability, your location, to-and-fro shipping times from the logistics partner, and order volume. 
  • Size exchange for the product(s) will take place as per the product(s) selected during the exchange process. Liverpool is not liable for any extra product(s) or wrong product(s) handed over to the logistics partner at the time of pickup.

Shipping Costs

  • For all size exchanges, a nominal exchange fee of INR 99 will be charged which will be included in the replacement order invoice. This fee helps cover the cost of processing and handling the exchange.

  • If the exchange is due to our error (e.g., wrong item shipped, defective product), we will cover the shipping costs to rectify the error.

  • Shipping Costs are non-refundable.
  • Pick-up/Delivery will be attempted twice. If the courier company is unable to pick up/deliver the shipment, you will have to send the shipment back to the company address. 
  • Reverse pickup will be done typically in 2-3 working days by our logistics partner. However the reverse pickup solely depends on the service availability in your pincode. In case your pincode is non-serviceable for a reverse pickup, you’ll have to courier the product(s) you wish you exchange back to us.

Non-Exchangeable Items

Certain items are non-exchangeable, including:

  • Personalized or customized products unless they have a manufacturing defect.

  • Items that are not in their original condition, damaged, or missing tags/packaging.

  • Items purchased with special offers, promotional discount codes, or free products/gifts are not eligible for exchange.
  • If you want to initiate a second size exchange (exchange of already exchanged item), an exchange fee of INR 250 will be applicable for a second exchange.

Contact Us

If you have any questions or need further assistance, please don't hesitate to contact our Customer Support team at support@liverpool.co.in

Liverpool is committed to ensuring your satisfaction with your shopping experience, and we look forward to assisting you with any exchange requests promptly and professionally.

Liverpool reserves the right to amend these terms and conditions at any time. Any request for exchange will be accepted after proper inspection of the exchange request and is under the sole discretion of Liverpool to Accept or Deny an Exchange Request.