Last Updated: [DATE]
At Libra, we want you to have a comfortable and satisfactory shopping experience.
Because many of our products fall within the category of intimate apparel, certain products may be subject to hygiene and return restrictions. However, we will always address genuine concerns relating to damaged, defective, incorrect or incomplete orders in accordance with applicable law and this policy.
1. Return and Exchange Eligibility
Important: Please select your size carefully by referring to our size guide before placing your order.
Products may be eligible for return or exchange only if they meet the conditions stated below and the applicable product category is marked as returnable or exchangeable.
To be eligible, the product should generally:
- Be unused and unworn
- Be unwashed
- Be in its original condition
- Have original tags and labels attached
- Be returned with original packaging, wherever applicable
-
Not have any stains, odour, damage or signs of use
2. Hygiene-Sensitive Products
For hygiene and safety reasons, certain intimate apparel products may not be eligible for return or exchange once delivered, unless:
- The product is defective or damaged;
- The wrong product, size or colour was delivered due to an error on our part; or
- The product otherwise qualifies for a remedy under applicable law.
Recommended Libra policy decision: Clearly mention the return eligibility on every product page.
For example:
“This product is eligible for size exchange only, subject to the product being unused, unwashed, with original tags and packaging intact.”
This approach can be particularly useful for bras, where customers may need a different size, while still maintaining hygiene standards.
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Product
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Return
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Size Exchange
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Bras
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Only defect/wrong product
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Yes, within [7] days
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|
Panties
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Only defect/wrong product
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No
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Shapewear
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Only defect/wrong product
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Decide category-wise
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Sleepwear / apparel
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Return/exchange
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Yes
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Accessories
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Category-wise
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Category-wise
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3. Return or Exchange Window
You must raise a return or exchange request within 7 DAYS of delivery.
3. Damaged, Defective or Incorrect Products
If you receive:
- A damaged product
- A defective product
- An incorrect product
- A product with missing items
- A product materially different from what was ordered
please contact us within 7 DAYS of delivery.
To help us resolve the issue quickly, we may request:
- Your order number
- Photographs of the product
- Photographs of the packaging
- A brief description of the issue
- An unboxing video, where reasonably requested
The requirement to provide supporting information does not limit rights available to you under applicable law.
4. How to Request a Return or Exchange
You can raise a request through:
Email: libra@libraproducts.com
WhatsApp / Phone: +91 98332 80256
Please provide your order number and relevant details.
Once your request is reviewed and approved, we will provide further instructions regarding pickup or return.
5. Refunds
Where a refund is approved, the refund will generally be processed to the original payment method used for the order, unless another method is required or agreed upon.
Refund timelines may vary depending on:
- Payment method
- Bank or payment provider
- Pickup and quality verification, where applicable
Once the refund is initiated by Libra, the actual credit time may depend on your bank or payment provider.
Refunds are generally initiated within 5–7 business days after the returned product is received and successfully verified, where verification is applicable.
6. Cancellation of Orders
You may request cancellation of an order before it has been shipped.
Once an order has been shipped, cancellation may no longer be possible. You may instead be eligible for a return or exchange, depending on the applicable product and this policy.
Libra reserves the right to cancel orders due to stock unavailability, pricing errors, technical issues, suspected fraud or other legitimate reasons.
Where payment has been received for a cancelled order, the applicable refund will be initiated.
7. Non-Returnable Items
Unless defective, incorrect or otherwise required by applicable law, the following may not be eligible for return or exchange:
- Products that have been worn or washed
- Products without original tags
- Products with altered or damaged packaging caused after delivery
- Hygiene-sensitive intimate apparel categories specified as non-returnable
- Products damaged due to misuse after delivery
- Products purchased under specific final-sale or clearance conditions, where clearly disclosed
8. Contact Us
For return, exchange or refund assistance:
Email: libra@libraproducts.com
Phone / WhatsApp: +91 98332 80256
