Refund & Return Policy

LVLX, a brand of 23BMI LSPL, follows a Replacement-Only Policy for physical products. We do not offer monetary refunds for products except where a replacement is not possible or where a refund is required under applicable consumer protection law.

Wellness programs are governed separately under the cancellation and refund terms set out in Section 6 of this policy.

A replacement request is valid only if the product received is:

1. Damaged or tampered in transit, where the damage or tampering affects the product itself and not merely the outer shipping carton;
2. Materially defective, such as a manufacturing defect or incorrect seal; or
3. Not what you ordered, including where the wrong product, size, or flavour was dispatched due to our error.

1. Contact us at healthgenie@lvlx.in or +91 77190 00066 within 48 hours of delivery, quoting your Order ID.
2. You must provide a continuous, unedited unboxing video clearly showing the sealed package being opened, along with clear photographs of the product and the issue. Requests without this documentation may be rejected, as it is our primary means of verifying in-transit tampering versus post-delivery handling.
3. Our quality team will review your request within 2-3 business days and communicate the outcome.
4. If approved, a replacement will be dispatched at no additional cost. Where the same product or variant is unavailable, we will offer an equivalent product or, if you prefer, store credit.

The following are not eligible for return, replacement, or refund, for hygiene, safety, and regulatory reasons:

• Any product that has been opened, used, or has a broken or tampered safety seal, unless the defect itself relates to the seal or tamper-evidence;
• Consumable nutraceutical products past their eligibility window or reported without the required unboxing video;
• Products purchased during clearance or liquidation sales that are explicitly marked "non-returnable";
• Wellness program access once availed;
• Change of mind, incorrect self-assessment of suitability, or individual non-response to the product.

For health, wellness, and nutraceutical-related limitations, please also refer to the Health, Wellness & Nutraceutical Disclaimer in our Terms & Conditions.

A monetary refund to the original payment method will be issued only where:

1. A valid replacement request under Section 2 cannot be fulfilled because the product or variant is permanently unavailable and the customer does not accept an equivalent product or store credit;
2. An order is cancelled before dispatch; or
3. Applicable law, including the Consumer Protection Act, 2019, entitles the customer to a refund.

For Cash on Delivery (COD) orders, an approved refund may be issued to a bank account or UPI ID provided by the customer.

Approved refunds are processed within 7-14 business days of approval.

6.1 Before the Program Start Date

If you cancel your enrolment before the program's scheduled start date or first session, you are entitled to a refund of the amount paid, less a processing/administration fee of 20% and the cost of any diagnostics, assessments, or onboarding already conducted.

6.2 After the Program Start Date

No refund is available once the wellness program has commenced, meaning access has been granted or the first session or consultation has been delivered, regardless of subsequent usage, satisfaction, or discontinuation by the participant.

6.3 Program Access and Transfer

Program access and slots are personal to the enrolled participant and are non-transferable without LVLX's prior written approval.

6.4 Rescheduling

Rescheduling of sessions, rather than cancellation, may be permitted at LVLX's discretion, subject to advance notice as communicated at enrolment.

6.5 LVLX Unable to Deliver a Scheduled Session

Where LVLX is unable to deliver a scheduled program or session due to reasons attributable to LVLX, such as coach unavailability, LVLX will offer a reschedule or, if rescheduling is not possible, a pro-rated refund for the undelivered portion.

Given customs and regulatory complexity, international orders are eligible for replacement only where the product was damaged or incorrect at the time of dispatch, verifiable through the required unboxing video, and where re-shipment is permitted under destination-country import law.

Customs duties and charges already paid by the customer are non-refundable by LVLX in any circumstance.

LVLX reserves the right to cancel any order, before or after confirmation, due to:

• Stock unavailability;
• Pricing errors;
• Suspected fraud;
• Regulatory restrictions;
• Destination-country import restrictions or bans applicable to nutraceuticals; or
• Inability to verify a COD order.

In such cases, any amount paid will be refunded in full within 7-14 business days.

Information submitted in connection with a payment, order, replacement, cancellation, or refund request is handled in accordance with our Privacy Policy.

LVLX may update this Refund & Return Policy from time to time to reflect changes to our services, payment processes, or applicable legal and regulatory requirements. Changes will be published on this page with a revised "Last Updated" date.