Refund policy

REFUND, CANCELLATION, RETURN & WARRANTY POLICY

1.    INTRODUCTION AND SCOPE

1.1.    This Refund, Cancellation, Return & Warranty Policy (“Policy”) governs all purchases made on  https://leezus.com/ (“Platform”), which is owned and operated by Little Bear Wellness Ventures Private Limited, a company incorporated under the Companies Act, 2013 (“Little Bear”, “Company”, “We”, “Us”, or “Our”).

1.2.    By placing an order on the Platform, the customer (“Customer”, “You”, or “Your”) expressly acknowledges, understands, and agrees to be bound by this Policy without exception.

1.3.    Orders placed through third-party marketplace platforms including but not limited to Amazon, Blinkit, Zepto, Swiggy Instamart, or other similar platforms are governed by the respective marketplace’s return, refund, and cancellation policies. Little Bear shall not be responsible for processing refunds directly for such orders unless expressly required under the applicable marketplace policy. 

1.4.    The Platform and products are intended only for individuals who are 21 (twenty-one) years of age or older and legally competent to contract. 

2.    CANCELLATION POLICY

2.1.    Cancellation by Little Bear

2.1.1.    Little Bear reserves the absolute and unconditional right to cancel any Order, in whole or in part for valid and bona fide reasons, including but not limited to the following circumstances:

(a)    Non-availability of Products or Services
(b)    Quantity limitations
(c)    Pricing, typographical, or listing errors
(d)    Payment verification failures
(e)    Suspected fraud or misuse
(f)    Operational constraints
(g)    Regulatory or legal restrictions
(h)    Force Majeure Events (including but not limited to natural disasters, pandemics, strikes, governmental actions, logistics disruptions, or system failures)

2.1.2.    In such cases, if payment has already been received, the refund (if any) shall be processed strictly in accordance with this Policy.

2.1.3.    Where cancellation occurs due to force majeure events, fulfilment impossibility, or circumstances beyond reasonable control of Little Bear, any refund obligation shall arise solely in accordance with the refund provisions contained in this Policy.

2.2.    Cancellation by Customer

2.2.1.    Pre-Dispatch Cancellation: Customers may request cancellation of an Order prior to dispatch of the Product(s) from Little Bear’s warehouse. Once an Order has been dispatched, it shall ordinarily not be eligible for cancellation, except as may be required under applicable law.

2.2.2.    Mode and Timing of Cancellation Requests: Cancellation requests must be submitted by emailing community@leezus.com between Monday to Saturday, 10:00 AM to 8:00 PM (IST). Requests received outside these hours shall be processed on the next working day. 

2.2.3.    Processing of Cancellation Requests: All cancellation requests shall be reviewed by Little Bear based on the status of the Order at the time the request is received. Acceptance or rejection of a cancellation request shall be determined solely by Little Bear and shall depend on whether the Order has already been processed or dispatched and other operational considerations, acting reasonable and in good faith.

2.2.4.    The determination by Little Bear regarding the processing, dispatch status, or eligibility of an order for cancellation shall be final and binding.

2.2.5.    Orders placed under combo product packs, or promotional bundles cannot be partially cancelled. Any cancellation request shall result in cancellation of the entire bundle only, subject to approval.

2.3.    Promotional Codes & Offers

2.3.1.    Promotional codes, discounts, free gifts, or bundled offers are non-transferable and non-reusable.

2.3.2.    In case of cancellation (by Customer or Little Bear), all associated promotional benefits stand forfeited permanently, without exception or compensation.

3.    RETURN, REPLACEMENT & REFUND TERMS

3.1.    No Return / No Replacement – Hygiene Products

3.1.1.    Due to the personal, intimate, and hygiene-sensitive nature of the Products sold on the Platform, no returns or replacements are permitted for Products that are:

(a)    Opened
(b)    Partially used
(c)    Fully used
(d)    Tampered with

3.1.2.    Except as expressly provided under Clause 3.2 (Defective Delivery – Limited Exception), all sales made through the Platform shall be deemed final, and no returns, exchanges, or refunds shall be permitted.

3.1.3.    This condition applies irrespective of the reason claimed by the Customer.

3.2.    Defective Delivery – Limited Exception

3.2.1.    A return or replacement request shall be permitted only in case of a defective delivery, situations where the product delivered is defective, spurious, damaged in transit, materially different from the product ordered, or otherwise not as described on the Platform, subject to strict compliance with the conditions below:

(a)    The request must be raised within 48 (Forty-Eight) hours from the time of delivery (“Defective Delivery Return Window”).
(b)    A continuous, clear, and unedited unboxing video must be recorded from the moment the package seal is first opened.
(c)    The unboxing video must clearly depict:
●    The outer packaging
●    The tamper seal
●    The Product
●    The alleged defect or damage

(d)    The video and supporting images must be submitted along with the request.

3.2.2.    Failure to comply with any of the above shall result in automatic rejection.

3.2.3.    All return or replacement requests must be submitted using the Customer’s registered email address associated with the Order. Requests submitted through unregistered or third-party email addresses may not be processed.

3.2.4.    Where a return or replacement request is approved, Little Bear may arrange reverse logistics for collection of the Product. Any applicable reverse shipping or logistics charges may be borne by the Customer or adjusted against the refund or store credit, at the discretion of Little Bear, except where the Product is confirmed to be defective, in which case Little Bear shall bear such charges. 

3.2.5.    For clarity and transparency, return shipping costs shall be allocated as follows:

(a)    Where the Product delivered is confirmed to be defective, damaged in transit, or is materially different from the Product ordered, the Company shall bear the cost of reverse logistics or reimburse reasonable shipping costs incurred by the Customer.

3.2.6.    If the Customer’s location falls outside the serviceable area of Little Bear’s logistics partners, the Customer may be required to ship the product back to the designated address communicated by Little Bear. In such cases, Little Bear may reimburse reasonable shipping costs up to a maximum amount determined by the Company. 

3.3.    Grounds for Rejection of Return / Replacement

3.3.1.    Little Bear shall not process any return or replacement request if;

(a)    The Product has been used, altered, or tampered with
(b)    The Product condition does not match the unboxing evidence
(c)    Original packaging, tags, labels, samples, or freebies are missing
(d)    The visual evidence is unclear, edited, insufficient, or unsatisfactory
(e)    The request is raised after the Defective Delivery Return Window
(f)    The seal was accepted in a damaged or tampered condition

3.3.2.    The decision of Little Bear in this regard shall be final, conclusive, and non-challengeable.

3.4.    Non-Delivery Claims

3.4.1.    If a Customer receives confirmation that an order has been delivered but claims that the order was not received, the Customer must notify Little Bear within twenty-four (24) hours of such delivery notification. Little Bear shall investigate the matter with the logistics partner and determine the appropriate resolution based on the findings of such investigation.

4.    PRODUCT WARRANTY (ELECTRONIC PRODUCTS ONLY)

4.1.    Electronic Products carry a 100-day limited warranty against manufacturing defects from the date of delivery.

4.2.    Warranty claims must be supported with clear images and videos and must also be accompanied by valid proof of purchase or order confirmation issued by the Platform. Submission of a valid proof of purchase or invoice shall be mandatory for all warranty claims, including those relating to purchases made through third-party marketplaces. 

4.3.    The warranty does not cover:

(a)    Misuse, abuse, negligence, or tampering
(b)    Improper storage or handling
(c)    Normal wear and tear
(d)    Third-party repairs or modifications
(e)    Physical or cosmetic damage
(f)    Missing essential components or accessories originally supplied with the product.
(g)    Damage caused by environmental exposure including but not limited to water contact, excessive moisture, liquid exposure, dust accumulation, or storage in extreme temperature conditions.

4.4.    Replacement, if approved, shall be limited strictly to the defective component, not the entire Product.

4.5.    Cosmetic defects or non-functional issues relating to appearance, finishing, or external components must be reported within forty-eight (48) hours from delivery and shall not be covered under the standard warranty period if reported thereafter.

4.6.    Warranties do not extend to the accessories supplied with the Product. Upon verification of a valid warranty claim, Little Bear may, at its sole discretion, provide a replacement of the defective component, or a product of equivalent functionality where the original model is unavailable. 

5.    TAMPER-PROOF PACKAGING CONDITION

5.1.    All Products are shipped in tamper-evident packaging.

(a)    Customers are strongly advised not to accept any package that appears damaged or tampered.

(b)    Acceptance of such a package automatically disqualifies the Customer from any return, replacement, or refund claim.

(c)    Acceptance of such a package by the Customer shall constitute confirmation that the external packaging was received in satisfactory condition, unless contemporaneously recorded and reported at the time of delivery.

5.2.    Customers are advised to inspect the package immediately upon delivery and report any visible damage, tampering, or discrepancy at the time of delivery or within forty-eight (48) hours thereafter in accordance with the procedure specified under Clause 3.2.

6.    REFUND ELIGIBILITY & MODE

6.1.    Refunds are applicable only in the following cases:
(a)    Order cancelled by Little Bear
(b)    Approved return where replacement is not possible or not requested

6.2.    Refunds are processed only after warehouse verification. Approved refunds or store credits shall ordinarily be processed within 7 (Seven) to 10 (Ten) business days from the date of successful verification of the returned product at Little Bear’s warehouse and shall be effected in accordance with applicable Reserve Bank of India regulations and payment system guidelines governing refund processing. If, upon inspection, the returned product is found not to have any defect or discrepancy, Little Bear reserves the right to return the product to the Customer and may recover applicable re-shipping or handling charges.

6.3.    Refunds shall ordinarily be issued to the original mode of payment/instrument. Store credit may be provided only where (i) the Customer opts for it, or (ii) the original instrument no longer supports refund (e.g. expired card/closed account) and the Customer consents to store credit. For COD orders the Customer may be required to provide valid banking details to process the refund. 

6.4.    Store Credit shall remain valid for a period of twelve (12) months from the date of issuance unless otherwise specified.

6.5.    Store Credit Terms

(a)    1 store credit = INR 1
(b)    Store Credit: Is non-transferable | Has no cash value | Cannot be encashed
Is linked to the Customer’s account
(c)    Partial utilization is permitted.
(d)    Any unused balance remains available for future purchases.

6.6.    In the event a replacement product supplied under a verified warranty claim is subsequently determined to have a confirmed manufacturing defect, Little Bear may, at its sole discretion and subject to verification, process a refund in accordance with this Policy, which shall constitute full and final settlement of the Customer’s claim.

7.    ONE-TIME CLAIM LIMITATION

7.1.    Each Product is eligible for only one (1) return or replacement.

7.2.    Once a product has been returned or replaced, no further return or replacement claims under Clause 3, shall be entertained in respect of the same product, and the transaction shall be deemed final and conclusively settled.

8.    DISCRETION IN POLICY ADMINISTRATION 

8.1.    The Customer expressly agrees that:

(a)    All decisions taken by Little Bear under this Policy shall be exercised reasonably and in good faith, having regard to operational, commercial, and regulatory considerations;
(b)    Such decisions are final, binding, and non-appealable; and 
(c)    The Customer waives all rights to dispute, challenge, or initiate proceedings against Little Bear in relation to this Policy, except as required under mandatory law.

9.    POLICY AMENDMENT

9.1.    Little Bear reserves the right to modify, amend, or replace this Policy at any time without prior notice.

9.2.    The version published on the Platform shall be deemed the latest and enforceable version.

10.    DISPUTE RESOLUTION, ARBITRATION & EXCLUSIVE JURISDICTION

10.1.    Amicable Resolution (Mandatory First Step): In the event of any dispute, controversy, claim, or disagreement of any nature whatsoever arising out of or in connection with this Policy, the Products, the Platform, or the relationship between the Customer and Little Bear (“Dispute”), the Customer agrees to first attempt resolution by written communication to community@leezus.com. Little Bear shall be provided a minimum period of thirty (30) days from receipt of such written notice to resolve the Dispute amicably. No legal or arbitration proceedings shall be initiated before expiry of this period, except where mandatory law requires otherwise. 

10.2.    Binding Arbitration: If the Dispute is not resolved amicably within the above period, the Dispute shall be referred to and finally resolved by arbitration, in accordance with the Arbitration and Conciliation Act, 1996, as amended from time to time.

(a)    The arbitration shall be conducted by a sole arbitrator, appointed in accordance with the Arbitration and Conciliation Act, 1996..
(b)    The Customer expressly waives any right to object to such appointment.
(c)    The arbitration proceedings shall be conducted in the English language.
(d)    The seat and venue of arbitration shall be Mumbai, Maharashtra, India.
(e)    The arbitral award shall be final, binding, and enforceable, and may be enforced in any court of competent jurisdiction.

10.3.    Costs of Arbitration: Unless otherwise determined by the arbitrator:

(a)    Each Party shall bear its own legal costs.
(b)    Arbitration fees and administrative costs shall be borne as directed by the arbitrator.
(c)    Little Bear reserves the right to recover costs in cases of frivolous, malicious, or bad-faith claims.

10.4.    Injunctive & Equitable Relief: Notwithstanding the above arbitration clause, Little Bear shall retain the unrestricted right to approach any court of competent jurisdiction for interim, injunctive, or equitable relief, including but not limited to protection of intellectual property, confidential information, fraud prevention, or misuse of the Platform.

10.5.    Exclusive Jurisdiction (Subject to Mandatory Law): Subject to applicable consumer protection laws and mandatory statutory provisions, the courts at Mumbai, Maharashtra, India shall have exclusive jurisdiction over

(a)    Any Dispute not capable of arbitration
(b)    Enforcement of arbitral awards
(c)    Interim or injunctive relief
(d)    Any proceedings arising out of or relating to this Policy

10.6.    The Customer irrevocably submits to such exclusive jurisdiction and waives any objection on the grounds of inconvenience or lack of jurisdiction.

10.7.    Waiver of Class Actions & Representative Claims: To the fullest extent permitted by law:

(a)    The Customer agrees that all Disputes shall be resolved on an individual basis only
(b)    The Customer waives the right to participate in or initiate:

●    Class actions
●    Collective proceedings
●    Representative claims
●    Public interest litigation in relation to this Policy

10.8.    Survival

The provisions relating to dispute resolution, arbitration, jurisdiction, waiver of class actions, and all rights and obligations intended by their nature to survive shall survive termination, cancellation, refund, replacement, or completion of any transaction.

Capitalized terms used herein but not defined shall have the same meaning as ascribed to it under ‘Terms of Services.’

Warranty Policy:

1.    Warranty Coverage Period

1.1. The warranty period begins on the date of the original purchase from an authorized distributor and is 100 days for all covered components. 

1.2. The warranty covers main components, including the motherboard, electric motors, and other essential functional parts of the product. Electrical components such as wiring, connectors, and chargers are also included under warranty. Limited warranty coverage applies to the rechargeable battery unit, with the coverage period ranging from (100 days) depending on the product specifications. Cosmetic parts are covered only for manufacturing defects, which must be reported within Forty-Eight (48) Hours from the date of receipt of the product delivery.  

2.    General Exclusions

2.1.    The warranty does not cover damage resulting from normal wear and tears or from misuse or neglect of the product, including improper handling, operation, or maintenance. It also excludes damage caused by environmental exposure, such as contact with water, excessive moisture, or storage in humid or extreme temperature conditions. Any unauthorized modifications, alterations, or the use of third-party or non-approved parts will immediately void the warranty. 

2.2.    For clarity, ‘misuse' includes, without limitation, use contrary to the user manual, attempts to repair or dismantle, exposure to conditions outside stated specifications, use with non-approved accessories, and use by any person under 21 years of age.

3.    Claim Process & Remedies

3.1.    To submit a claim, customers are requested to reach out to the authorized service channel and present a valid original proof of purchase. At Leezu’s discretion, a suitable remedy may be provided, which could include supplying a replacement part, such as a charger, or exchanging the product for a model of equivalent functionality.

3.2.    All warranty claims must be initiated from the registered email address associated with the customer’s account/order and must include order details and clear photo/video evidence of the issue.

3.3.    Upon successful verification and/or collection, approved replacements will be dispatched and tracking details will be shared. Warranty claims will be processed within a reasonable period in accordance with applicable law.

3.4.    Where a replacement unit is provided and a verified manufacturing defect recurs within the warranty period, Leezus may process a refund in accordance with its internal guidelines; such refund will constitute full and final settlement of all claims relating to the Product, without prejudice to any non-excludable statutory rights.

4.    Limitation of Liability

4.1.    Leezu’s total liability shall not exceed the original purchase price of the product. Leezu’s is not liable for indirect, incidental, or consequential damage resulting from the use or inability to use the product.

4.2.    Customers must strictly follow all instructions in the user manual; non-adherence may void warranty coverage to the extent permitted by law. 

4.3.    For health, hygiene, and safety reasons, customers must use the Product strictly in accordance with the user manual, safety guidelines, and any medical use instructions provided with the Product.
Improper, unsafe, unhygienic, or medically contraindicated use of the Product, or use inconsistent with the instructions, may result in injury or damage and shall not be covered under this Warranty.
Leezu’s shall not be responsible for any harm, discomfort, adverse reaction, or damage arising from misuse, unsafe application, failure to follow instructions, or use of the Product in any manner not expressly recommended. 

5.    Customer Acknowledgement

5.1.    By purchasing the product, the customer acknowledges and agrees to this Warranty Policy and understands that warranty coverage is limited to the terms and periods described above.

5.2.    By completing a purchase, the customer represents that they are 21 years of age or older and legally competent to contract and agrees to store and use the product responsibly and keep it out if reach of children. 

6.    Damaged Arrivals & Replacement Policy:

6.1.    Because our products are engineered as single-assembly units that cannot be restored to their original shape post-repair, we do not offer a repair warranty. However, your satisfaction is our priority. If a product arrives damaged due to transit or a manufacturing defect, we offer a replacement-only policy. Customers must report any damage within 48 hours of delivery, accompanied by unboxing videos or photographic evidence. Once the damage is verified by our team, we will arrange for a replacement of the same item.

6.2.    Please note that this coverage applies strictly to "Dead on Arrival" (DOA) cases. Once the product has been used or the initial reporting window has passed, we cannot offer replacements, returns, or repairs. This is due to the inherent nature of the product's design, which prevents it from being serviced or reshaped without compromising its structural integrity and original aesthetic.

6.3.    Reports must be made from the registered email address associated with the order; request from unregistered/alternative emails will not be processed. 

7.    Non-Repairable Product Policy:

7.1.    Please be advised that all products sold by Little Bear Wellness Ventures Private Limited are strictly non-repairable at any point in time, regardless of the circumstances. Due to the specialised nature and technical construction of our items, they are designed as single-assembly units. Attempting to repair or dismantle the product will result in the loss of its structural integrity; specifically, the product will not retain its original shape, aesthetic, or functional precision once a repair is attempted. To maintain the high standards of quality and design our customers expect, we do not offer repair services, nor do we recommend third-party modifications, as the product cannot be restored to its exact original state post-repair. Any attempt to repair or dismantle the product voids the warranty. 

8.    Address & Contact Information Updates (Post-Dispatch)

8.1.    Please ensure that all shipping and contact details are reviewed thoroughly before completing your purchase. Once an order is dispatched to a third-party logistics partner, any request to change address or contact number is not guaranteed and is subject to carrier protocols and turnaround times. Little Bear Wellness Ventures Private Limited is committed to prompt order fulfilment; consequently, once an order has been dispatched and handed over to our third-party logistics partners, we cannot assume responsibility for the immediate implementation of any changes to the shipping address or contact number.

8.2.    While we will make every effort to assist you in communicating updates to the carrier, these requests are managed entirely by the third-party delivery channel. These partners operate under their own internal protocols and independent turnaround times, meaning that information updates are rarely instantaneous and are never guaranteed to be actioned before the first delivery attempt.

8.3.    The seller shall not be held liable for any delivery failures, delays, or misrouted packages resulting from incorrect details provided at checkout. In the event that a package is returned to our facility due to inaccurate information, the customer will be responsible for any additional shipping fees required to re-dispatch the order. We strongly recommend that customers contact the courier directly using the provided tracking information to attempt real-time adjustments to their delivery preferences.

9.    Shipping Operations & Third-Party Liability Policy:

9.1.    Carrier Selection and Dispatch

To ensure the most efficient delivery, shipping is automatically assigned to the best-suited delivery service for your specific pincode at the time of dispatch. While we prioritise the prompt handover of your order, Little Bear Wellness Ventures Private Limited does not assume responsibility for delays caused by our third-party delivery partners. Once a shipment has been handed over to the carrier, it enters an external logistics network where we have limited control over on-ground operations.

9.2.    Third-Party Service Limitations

Please be advised that any logistical challenges within the third-party delivery channel, including service interruptions, transit delays, or internal carrier constraints, are beyond our direct influence. While we work closely with our partners to facilitate a smooth delivery experience, the seller is not liable for delayed delivery or return timelines caused by the carrier’s independent operations. By completing your purchase, you acknowledge that these external turnaround times are outside the seller’s responsibility and do not qualify for shipping-related compensation.

9.3.    Force Majeure & Unforeseen Circumstances

Furthermore, Little Bear Wellness Ventures Private Limited shall not be held responsible for any failure or delay in performance resulting from "Force Majeure" events. This includes, but is not limited to: acts of God (such as floods, earthquakes, or extreme weather), strikes, labour disputes, transportation system breakdowns, government-imposed lockdowns, civil unrest, or local emergencies. In such instances, delivery and return processes may be significantly extended. We will continue to coordinate with our partners to resolve these issues; however, such events remain outside our liability and do not entitle the customer to immediate refunds or claims for damages.

For detailed terms governing shipping, returns, refunds, and cancellations, please refer to our Shipping Policy and Return, Refund and Cancellation Policy available on the Platform.

10.    Order Cancellation & Return to Origin (RTO) Procedures:

10.1.    In the event of an order cancellation requested after the product has been dispatched, please be advised that refunds are only initiated once the shipment has been successfully returned to our warehouse and verified. Little Bear Wellness Ventures Private Limited does not issue refunds for items while they are still in transit; the physical return of the goods to our facility is a mandatory prerequisite for any reimbursement. Once the returned parcel is received and inspected, the refund will be processed to your original payment method in accordance with our standard banking timelines.

10.2.    Furthermore, if a shipment is flagged as Return to Origin (RTO) due to uncertain circumstances, such as incorrect address details, unreachable contact numbers, or failed delivery attempts by the carrier, our support team will contact you to determine a resolution. In these instances, you may opt to provide an alternative shipping address for a second delivery attempt or request a refund. Please note that for all RTO cases, refunds are subject to the package’s safe arrival back at our warehouse. We remain committed to coordinating with you to resolve delivery failures, but we encourage all customers to ensure their contact information is accurate to avoid the delays associated with the RTO process. RTO and post-dispatch cancellation refunds are contingent on safe return and completion of standard verification checks. 

For detailed terms governing shipping, returns, refunds, and cancellations, please refer to our Shipping Policy and Return, Refund and Cancellation Policy available on the Platform.