Refund policy

REFUND & EXCHANGE POLICY

This Refund & Exchange Policy (“Policy”) will be effective from 09^th March 2026 (“Effective Date”).

This Refund & Exchange Policy (“Policy”) is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. In addition, this Policy reflects generally accepted international e-commerce standards governing returns, exchanges, and refunds for online retail transactions. While the Policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of Gully Labs, a consumer-facing retail brand engaged in the online sale of lifestyle, fashion, and related merchandise. Gully Labs is committed to conducting its business with fairness, transparency, and a customer-first approach. This Policy aims to provide clarity and consistency in the handling of return, exchange, and refund requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns in a fair, efficient, and transparent manner.

WHEREAS

A. Gully Labs Innovations Private limited (the “Company” or “Gully Labs”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds;

B. The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment; In alignment with these legal obligations and industry best practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing return, exchange, and refund requests in respect of products purchased through the Company’s website or other authorized sales platforms;

C. This Policy applies to all customers purchasing products from the Gully Labs website or any other authorized digital platforms operated by or on behalf of the Company, and outlines the rights and responsibilities of both the consumer and the Company with regard to product returns, exchanges, refunds, reverse shipping procedures, and grievance escalation;

D. This Policy applies to all customers purchasing products from the Gully Labs website, or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to product returns, exchanges, refunds, reverse shipping procedures, and grievance escalation. For purchases made outside India, additional terms relating to international shipping, returns, and consumer rights may apply as set out under Section [International Orders, Clause 12] of this Policy.

NOW THEREFORE, Gully Labs hereby adopts this Refund & Exchange Policy to establish a fair, transparent, and efficient framework for addressing post-purchase concerns, including product returns, exchanges, and refunds, and to ensure that such processes are conducted in a lawful and commercially reasonable manner. This Policy is intended to promote customer confidence, uphold consumer rights, and reinforce the Company’s commitment to ethical commerce, operational transparency, and regulatory compliance.

1. DEFINITIONS AND INTERPRETATION

1.1. Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:

a) “Act” shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable laws, rules, regulations, amendments, or re-enactments governing the rights and obligations of consumers and sellers in India.

b) “Customer” shall mean any individual or entity that has purchased or placed an order for Products offered by Gully Labs through its official website or any other authorized sales channel operated by or on behalf of the Company.

c) “Return” shall mean the process through which a Customer sends back an eligible Product to the Company in accordance with the terms of this Policy for the purpose of obtaining an exchange or refund, subject to verification and approval by the Company.

d) “Exchange” shall mean the process through which a Customer returns an eligible Product and receives a replacement of the same Product in a different size or another available Product of equivalent value, subject to availability, inspection, and eligibility under this Policy.

e) “Refund” shall mean the reimbursement of the purchase price of an eligible returned Product to the Customer through the original mode of payment used at the time of purchase or through any other legally permissible mode determined by the Company in accordance with this Policy.

f) “Return Request” shall mean a formal request initiated by the Customer within the prescribed timeline under this Policy seeking return, exchange, or refund of a Product, subject to compliance with the conditions specified herein.

g) “Reverse Shipping” shall mean the process of collecting and transporting the returned Product from the Customer to the Company through the Company’s designated logistics partner or any courier or delivery service arranged or approved by the Company.

h) “Eligible Product” shall mean a Product that qualifies for return or exchange under this Policy, provided that such Product is unused, unworn, unwashed, undamaged, and returned with its original packaging, tags, labels, and accompanying materials intact.

i) “Non-Returnable Product” shall mean any Product that is expressly excluded from return or exchange under this Policy due to hygiene, safety, customization, promotional sale conditions, or other commercial considerations as determined by the Company.

j) “Grievance Redressal Officer” or “GRO” shall mean the officer designated by the Company to address and resolve consumer complaints and grievances in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.

k) “Products” or “Product” shall mean footwear, apparel, accessories, or any other merchandise offered for sale by the Company through its official website or any authorized digital platform.

l) “International Order” shall mean any order placed by a Customer from outside India for delivery of Products to a location outside the territory of India.

1.2. Interpretation

a) In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.

b) Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.

c) References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.

d) Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings

e) Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.

f) The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.

g) All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.

2. PURPOSE

a) The purpose of this Refund & Exchange Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product returns, exchanges, and refunds. This Policy is designed to ensure that customers of Gully Labs (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered Product due to size mismatch, receipt of a damaged or defective item, incorrect fulfilment, or other legitimate concerns qualifying for return or exchange. The Policy is further aimed at aligning Gully Labs’ return and refund practices with applicable Indian consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, as well as generally accepted international e-commerce practices governing online retail transactions.

b) This Policy also reinforces Gully Labs’ commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on returns, refunds, and shipping responsibilities. Subject to the terms and conditions specified herein, eligible returns may result in an exchange of the Product or a refund processed through the original mode of payment or any other permissible method determined by the Company. Additionally, this Policy outlines the role of the Customer in facilitating the return process, including compliance with the prescribed timelines, product condition requirements, and return procedures. Through this Policy, Gully Labs seeks to maintain a consistent and principled approach to post-sale engagement with its customers.

c) In the event of any inconsistency between this Policy and any other internal or external policies, notices, or communications issued by the Company relating to returns, exchanges, or refunds, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund and exchange mechanisms.

3. PROCESSING TIMELINE

a) All customer orders are processed within twenty-four (24) to forty-eight (48) working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays, in accordance with Clause 3(b) of the Shipment Policy.

b) b) For the purposes of this Policy, “processing time” shall include order verification, packaging, quality checks, and preparation of the order for dispatch. Processing time is distinct from shipping, delivery, or return and exchange timelines under this Policy.

c) Late Processing Notice: In the event that Gully Labs anticipates a delay in processing an order beyond the standard twenty-four (24) to forty-eight (48) working hour period, the customer shall be notified of such delay at the earliest reasonable opportunity. This clause applies only to delays in order processing prior to dispatch and shall not extend to delays occurring after the order has been handed over to third-party logistics or delivery partners.

4. SCOPE OF THE ELIGIBILITY FOR EXCHANGE

a) The Customers may request a return or exchange for eligible Products purchased from Gully Labs, subject to the terms and conditions outlined herein. A return or exchange request shall be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned Products and accept or reject return or exchange requests based on the condition of the returned goods and compliance with the prescribed timelines and return procedures set out in this Policy. Returns or exchanges are not applicable for international orders, except in cases of manufacturing or product defects.

b) A Product shall be eligible for return or exchange only if all the following conditions are satisfied:

CRITERION	REQUIREMENT
Condition of Product	The Product must be unused, unworn, unwashed, undamaged, and returned in the same condition as received, along with the original packaging, tags, labels, seals, accessories, and any complimentary items delivered with the order.
Purpose of Return / Exchange	Returns or exchanges shall be accepted only in the following cases: (a) size-related concerns within the same Product; (b) defective, damaged, or incorrect Products delivered to the Customer, except for categories expressly barred under Clause 5; and (c) change-of-mind requests solely for such Products where the product description explicitly states that change-of-mind return or exchange is permitted. No return or exchange requests shall be entertained for reasons including style preference, colour choice, or any other grounds unless expressly permitted in the product description of the concerned Product.
Timeframe for Return / Exchange Request	The Customer must initiate the return or exchange request within the timeframe specified under this Policy from the date of delivery of the Product by submitting a request through the designated return portal or the customer support contact provided by the Company.
Proof of Delivery & Packaging	The Customer may be required to provide proof of delivery, order details, and photographs or an unboxing video of the Product in cases involving claims of damage, defect, or incorrect delivery.
Non-Returnable Products	Products falling under the categories specified in Clause 5 of this Policy shall not be eligible for return or exchange.
Original Invoice	A copy of the original invoice, order confirmation, or proof of purchase must accompany the returned Product.

c) Any Product that fails to meet the above conditions shall be deemed ineligible for return or exchange, and the request may be rejected by the Company. In such cases, the Product may be returned to the Customer at the Customer’s risk and cost, and the Company shall not be responsible for any loss or damage occurring during the return transit where such transit has been arranged by the Customer.

d) Returns are not applicable for orders bought through our referral program.

5. NON-ELIGIBILITY FOR EXCHANGE

a) Gully Labs is committed to maintaining high standards of quality and customer satisfaction in all Product purchases. However, in order to ensure fairness, hygiene, and operational efficiency, certain circumstances may render Products ineligible for return or exchange. Customers are advised to review the following exclusions carefully before placing an order or initiating any return or exchange request.

b) An exchange shall not be permitted under the following conditions:

(i) Used, worn, or washed Products: Products that show any visible signs of wear, use, washing, ironing, fragrance application, staining, alteration, or tampering shall be automatically disqualified from return or exchange.

(ii) Missing original tags or packaging: Products returned without the original tags, size labels, packaging, invoice, or any complimentary items delivered with the order shall be considered ineligible for return or exchange.

(iii) Request initiated after the prescribed timeline: If a return or exchange request is not raised within the timeframe specified under this Policy, or if the Customer fails to dispatch or make the Product available for return within the timeline communicated by the Company after approval of the request, the request may be rendered invalid.

(iv) Damage caused by the Customer: Products damaged due to improper handling, cutting, tearing, staining, exposure to water, chemicals, or any other external factors attributable to the Customer shall not be accepted for return or exchange.

(v) Multiple exchange requests for the same Product: Only one exchange may be permitted for a Product, subject to availability. Multiple or repeated exchange requests for the same Product or order ID may not be processed.

(vi) Clearance, discounted, or promotional sale items: Products marked as “Final Sale,” “Non-Returnable,” or sold under clearance or promotional offers may not qualify for return or exchange, unless the Product delivered is defective, damaged, or incorrect.

(vii) Habitual or abusive return behaviour: Where the Company reasonably determines that a Customer is engaging in excessive or abusive return or exchange practices — including repeated size-based exchanges, frequent cancellations, refusal of delivery, or misuse of promotional or return facilities — the Company may impose proportionate restrictions, including temporary or permanent limitation of return or exchange eligibility, disabling of Cash on Delivery (COD), or suspension of the Customer’s account. Any such action shall be taken in good faith and in accordance with applicable consumer protection laws.

PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SET FORTH IN THIS CLAUSE MAY BE REJECTED FOR RETURN OR EXCHANGE. IN SUCH CASES, THE PRODUCT MAY BE RETURNED TO THE CUSTOMER AT THE CUSTOMER’S RISK AND COST, AND NO EXCHANGE OR REFUND SHALL BE ISSUED.

c) Wrong Item Delivered:

(i) If an incorrect Product is delivered, whether in terms of colour, size, design, type, or any other specification that does not match the order placed by the Customer, the Customer must notify the Company within forty-eight (48) hours of delivery and provide photographs of the Product, packaging, and invoice for verification.

(ii) Upon verification of the claim in accordance with Clause 6(a), Gully Labs shall arrange reverse shipping for the incorrect Product and, subject to availability, either (a) send the correct Product to the Customer, or (b) issue a refund to the original mode of payment, at no additional cost to the Customer.

d) Inventory Unavailability: In cases where an approved exchange Product becomes unavailable due to inventory constraints, Gully Labs shall notify the Customer and provide the option of either (i) selecting an alternate Product of equivalent value, subject to availability, or (ii) receiving a refund for the returned Product in accordance with this Policy. The Company shall not be liable for any indirect loss or inconvenience arising from such inventory unavailability.

e) For products bought under the Gully Labs Referral program, exchanges are only applicable for products of equivalent or higher value. The customer will pay the difference in case of higher priced product

6. PROCESS OF EXCHANGE, STEP BY STEP

a) Gully Labs provides a seamless and customer-friendly return and exchange mechanism for eligible Product purchases, subject to the terms of this Policy. Customers seeking a return or exchange must adhere to the step-by-step process outlined below:

STEP	ACTION	DESCRIPTION
Step 1	Initiate Return / Exchange Request	Within the timeframe specified under this Policy from the date of delivery [30 DAYS], the Customer must submit a return or exchange request either by using the Return / Exchange Request link here or by emailing the Company at support@gullylabs.com with the subject line: “Return / Exchange Request – [Order ID]”. The request must include: a. Clear reason for return or exchange (e.g., size mismatch, defective Product, incorrect item); b. Photographs of the Product with all original tags and packaging intact; c. Copy of the order invoice or confirmation email; d. Any additional evidence, such as an unboxing video, if requested by the Company.
Step 2	Review & Approval	Upon receipt of the request, Gully Labs will review the return or exchange request within two (2) business days and notify the Customer whether the request has been approved or rejected, based on the eligibility criteria set out in this Policy.
Step 3	Reverse Shipping / Pickup	Once the return or exchange request is approved, Gully Labs may arrange reverse pickup of the Product through its designated logistics partner within three (3) calendar days from the date of approval, subject to service availability in the Customer’s location. Where reverse pickup is not available, the Customer may be required to ship the Product to the designated return address communicated by the Company. The Customer shall ensure that the return package includes: • the Product in unused, unworn, and original saleable condition; • original packaging, tags, labels, and any complimentary items received with the order; and • the original invoice or proof of purchase. All returned Products must be securely packed by the Customer to prevent any damage during transit.
Step 4	Audit, Inspection & Verification	Upon receipt of the returned Product, Gully Labs will inspect the Product for compliance with the return or exchange conditions. This inspection process may take up to three (3) business days from the date the Product is received at the Company’s warehouse.
Step 5	Refund or Replacement Processing	If the returned Product passes inspection, Gully Labs will process the applicable resolution, which may include (a) dispatch of the replacement Product in the case of an approved exchange, or (b) processing of a refund to the original mode of payment, in accordance with the terms of this Policy.
Step 6	Completion Timeline	All approved return or exchange requests will generally be processed and completed within seven (7) to ten (10) working days from the date of successful receipt of the returned Product by the Company.

b) Additional Provisions:

(i) Exchange may be permitted only once per Product, subject to availability.

(ii) (Reverse pickup services may be arranged by the Company subject to logistical availability and serviceability of the Customer’s location.

(iii) Return or exchange requests raised through any mode other than the prescribed channels or outside the timelines specified under this Policy may be considered invalid.

(iv) The Company shall not be responsible for any loss or damage to the Product during return transit where such transit has been arranged independently by the Customer.

7. GIFT CARD POLICY

a) In certain circumstances, including promotional campaigns, goodwill resolutions, or situations where an exchange product is unavailable, Gully Labs may issue a gift card or store credit to the Customer, subject to the terms and conditions set out under this Clause. Such issuance shall be at the discretion of the Company and shall not be construed as a mandatory refund mechanism unless expressly provided under this Policy or required under applicable law.

b) Issuance of Gift Card / Store Credit: Upon approval by the Company, Gully Labs may issue a digital gift card or store credit equivalent to the value determined by the Company in accordance with this Policy. The gift card or store credit shall be delivered electronically to the Customer’s registered email address or through the Customer’s account on the Gully Labs platform. The gift card or store credit shall be redeemable only for purchases made through the official Gully Labs website or other authorized sales channels operated by the Company.

c) Validity and Conditions of Use: Unless otherwise specified at the time of issuance, the gift card or store credit shall remain valid for a period of ninety (90) calendar days from the date of issuance. The gift card or store credit must be applied at checkout at the time of placing a new order. If the value of the purchase exceeds the value of the gift card or store credit, the Customer shall pay the remaining balance through the available payment methods. If the value of the purchase is less than the value of the gift card or store credit, the remaining balance may be retained and used for subsequent purchases within the validity period, unless otherwise specified by the Company.

d) Gift cards or store credits issued under this Policy shall not be redeemable for cash, bank transfer, or any other monetary payment, and shall not be transferable, resold, or applied retroactively to prior purchases unless expressly permitted by the Company. The Company reserves the right to impose additional usage conditions or promotional restrictions at the time of issuance.

e) The Company shall not be liable for any loss arising from expired, deleted, misused, or unauthorized use of gift cards or store credits where such loss is not attributable to the Company. Customers are responsible for safeguarding the details and validity of the issued gift card or store credit.

f) In the event of any grievance or technical error relating to the issuance or redemption of a gift card or store credit, the Customer may raise the concern through the Grievance Redressal Mechanism outlined under Clause 11, and Gully Labs shall investigate and address such issue within a reasonable time.

8. FORCE MAJEURE AFFECTING RETURNS AND EXCHANGES

The Company shall not be liable for any delay, failure, or inability to process return or exchange requests, arrange reverse pickup, or issue refunds or credit notes where such delay or failure arises from events beyond its reasonable control, including but not limited to natural calamities, pandemics, strikes, logistics or courier disruptions, system or network failures, governmental actions, or any force majeure event. Such obligations shall stand suspended for the duration of the force majeure event.

9. OBLIGATIONS OF THE CUSTOMER

a) In order to initiate and complete a valid return or exchange request under this Policy, the Customer must comply with the following obligations, which are mandatory and non-negotiable. These obligations are intended to ensure that the Company is able to process returns and exchanges efficiently while protecting against misuse, hygiene concerns, and logistical inconsistencies.

b) The Customer shall ensure that any Product being returned to Gully Labs for the purpose of return or exchange is in an unused, unwashed, and unworn condition, free from stains, perfume, damage, alteration, or any visible sign of wear. The Product must be accompanied by all original tags, labels, size stickers, accessories, complimentary items, and manufacturer packaging delivered with the order, and must be returned in secure and tamper-resistant packaging to avoid any damage during transit.

c) Gully Labs reserves the right to reject any return or exchange request if the returned Product fails to meet the above conditions. In such cases, the Product may be returned to the Customer at the Customer’s risk and cost, and no refund or exchange shall be issued.

d) To substantiate claims relating to product damage, manufacturing defects, or incorrect delivery, Gully Labs may request the Customer to provide an unboxing video clearly showing the package being opened from a sealed state, with the Product, invoice, and tags visibly identifiable. While this requirement may not apply to all return or exchange requests, the Company may require such evidence in specific cases to verify the authenticity of the claim. Failure to provide such evidence where reasonably requested may result in rejection of the claim.

e) The Customer acknowledges and agrees that shipping or delivery charges paid at the time of purchase are generally non-refundable, as such charges relate to third-party logistics services. However, in cases where the return arises due to delivery of a defective, damaged, or incorrect Product, the Company may reimburse or waive such charges at its discretion.

f) Where reverse shipping or pickup is arranged by the Company, such service shall be subject to logistical availability and serviceability of the Customer’s location. Where the Customer is required to arrange return shipping independently, the Customer shall ensure that the Product is shipped using a reliable courier service and appropriately packaged to prevent loss or damage during transit.

10. REFUND AND EXCHANGE LIMITATIONS

a) Gully Labs adopts a transparent and structured return, exchange, and refund framework designed to balance customer satisfaction with operational efficiency and regulatory compliance. This Clause sets forth the limitations and conditions applicable to all refund and exchange transactions initiated under this Policy.

b) Refunds or exchanges shall be processed only in accordance with the eligibility criteria and procedures set out under this Policy. Where a return request is approved and the returned Product successfully passes the inspection process conducted by the Company, Gully Labs may process either (i) an exchange of the Product subject to availability, or (ii) a refund to the original mode of payment used at the time of purchase, in accordance with the applicable provisions of this Policy.

c) Gully Labs expressly reserves the right to deny or reject any return or exchange request if the returned Product:

(i) Fails to meet the eligibility criteria laid out under Clause 4 (Eligibility for Return or Exchange) or violates Clause 5 (Non-Eligibility);

(ii) Is found to be used, washed, stained, worn, altered, or damaged;

(iii) Is returned without original tags, packaging, accessories, or proof of purchase; or

(iv) Is received after the prescribed timelines for initiating and dispatching returns under this Policy.

d) In such cases, no refund or exchange shall be issued, and the Product may be returned to the Customer at the Customer’s risk and cost.

e) Upon receipt of the returned Product, the Company shall endeavor to complete the quality inspection within three (3) business days. Where the returned Product passes inspection, the Company shall process the applicable refund or exchange within a reasonable time thereafter. Gully Labs shall endeavor to maintain a transparent and time-bound mechanism for handling such requests, consistent with the requirements of Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020, which require e-commerce entities to process returns and refunds in a reasonable and timely manner.

11. PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

a) Gully Labs is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product exchanges, return procedures, or non-issuance of promo codes is resolved efficiently and fairly.

b) The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:

Name: Hardik Verma
Designation: Grievance Redressal Officer
Email: legal@gullylabs.com
Office Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding public (gazette) holidays.

c) Customers who are dissatisfied with any aspect of the exchange process, issuance of credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO at legal@gullylabs.com

d) The written grievance must include:

i. Full name of the customer

ii. Order ID and product details

iii. Nature of the complaint or issue faced

iv. Copies of relevant communication, if any

v. Contact information for further communication

e) The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 15 (fifteen) days from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.

f) If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.

12. INTERNATIONAL ORDERS

a) This Section sets out the terms and conditions applicable to orders placed by Customers from locations outside the territory of India (“International Orders”). While Gully Labs endeavors to provide a consistent customer experience across jurisdictions, International Orders may be subject to additional conditions, limitations, and logistical requirements arising from cross-border shipping, customs regulations, and local consumer protection laws.

b) Customers placing International Orders acknowledge and agree that delivery timelines for such orders may vary depending on the destination country, customs clearance processes, and the performance of third-party logistics partners. The Company shall not be liable for delays arising from customs inspections, regulatory checks, international transportation disruptions, or other circumstances beyond its reasonable control.

c) All customs duties, import taxes, import levies, or similar governmental charges applicable to international shipments shall be included in the Maximum Retail Price (MRP) displayed at the time of purchase, unless otherwise expressly stated. By placing an International Order, the Customer acknowledges that such duties are collected by the Company as part of the purchase price, and the Company shall arrange for payment of the applicable customs duties and import charges to the relevant authorities or logistics partners on behalf of the Customer.

Accordingly, Customers shall not be required to make any additional payment for customs duties or import taxes at the time of delivery, except where additional charges arise due to regulatory changes, inaccurate information provided by the Customer, or circumstances beyond the reasonable control of the Company.

d) The Company shall not be responsible for any loss, damage, delay, or additional cost arising during the return shipment of Products from outside India where such shipment has been arranged by the Customer.

e) Return and Exchange Restriction: Returns or exchanges shall not be permitted for International Orders once the Product has been dispatched and delivered to the Customer. However, an exception may be made where the Product is received in a defective condition, contains a manufacturing defect, or is materially damaged at the time of delivery, subject to verification by the Company. In such cases, the Customer must notify the Company within the prescribed timeline under this Policy and provide supporting evidence, including photographs or an unboxing video where requested. Upon verification of the claim, the Company may, at its sole discretion, offer an appropriate resolution, which may include replacement of the Product or issuance of a refund in accordance with the applicable provisions of this Policy.

f) In certain jurisdictions, local consumer protection laws may provide Customers with mandatory statutory rights relating to product returns, cancellations, or refunds. To the extent such statutory rights apply and cannot be contractually limited or excluded, the provisions of this Policy shall be interpreted and applied in a manner consistent with such applicable laws.

g) Gully Labs reserves the right to modify, restrict, or suspend the availability of International Orders to specific countries or regions at its sole discretion based on logistical feasibility, regulatory considerations, fraud prevention measures, or other operational requirements.

13. GOVERNING LAW & JURISDICTION

h) This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.

i) Subject to Clause 11(g) (Grievance Redressal Escalation), the courts situated New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the exchange process, or any transactions between the customer and Gully Labs.

14. AMENDMENT TO THE POLICY

a) The Gully Labs reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of Gully Labs and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes.

b) Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, Gully Labs may, at its discretion, notify customers via email or other means of communication registered with the Company.

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Now Therefore, This Refund & Exchange Policy is effective as of March 09^th, 2026 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the Gully Labs website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.