Terms of service

TERMS AND CONDITIONS OF SALE

INTRODUCTION

The present document contains the terms and conditions for purchases made through our website and, where applicable, in our physical stores, as well as the conditions governing the use of this website (hereinafter referred to as the “Terms”). In this regard, we kindly invite you to read these Terms carefully, along with our Privacy Policy, prior to placing any order.


If you have any questions regarding these Terms or our Privacy Policy, you may contact us by emailing us at: lonelyuniverse.help@gmail.com.

OUR DETAILS

The following Terms govern the sale of our products through this website and, where applicable, in our physical stores, by the company:


LONELY UNIVERSE, with registered office at LONELY UNIVERSE, Leh market, Main market, 194101 Leh Ladakh, India.


Hereinafter referred to as “Lonely Universe”.

USE OF THE WEBSITE

These Terms are the only conditions applicable to the use of this website and supersede any others. Making a purchase through our website implies acceptance of these Terms.


By accepting these Terms, you acknowledge that:

 

  • You may only use the website to make inquiries or place orders.

  • You shall not place any speculative, false, or fraudulent orders.

  • To place orders, you must provide us with certain information and personal data, which will be processed in accordance with our Privacy Policy. Consequently, if you do not provide all the required information, we will not be able to process your order.

  • By placing an order through the website, you warrant that you are over 18 years of age and have legal capacity to enter into contracts.  

If our website contains links to other websites or third-party materials, such links are provided for informational purposes only, and we are not responsible for the content of such websites.

Furthermore, Lonely Universe only sells its products online through the website.Consequently, we are not responsible for the sale of counterfeit products or resales through secondary channels. In case of doubt about the legitimacy of the sale of our products, you may contact us at lonelyuniverse.help@gmail.com.

HOW IS THE SALE FORMALIZED?

You may browse all product categories on the website. To view relevant information about a product (size, availability, composition, etc.), simply click on it.


If the product is out of stock, please enter your email address and we will add you to the waitlist. Select the product, colour, and size (if applicable), and add it to your shopping cart by clicking “ADD TO CART.”


To complete your purchase, access your cart and review the selected items. The total amount of your purchase will include shipping costs, if applicable.


If you have a promotional code or gift card, you may enter it in the corresponding field in the cart, subject to the conditions communicated when the code was issued. If conditions are not met, a message will be displayed.


No contract of sale shall exist for any product until your order has been expressly accepted by us. If we do not accept your order, the full amount will be refunded.


When you place an order, you will receive an email confirming that we have received your request; however, this does not imply that the order has been accepted. All orders are subject to our acceptance. The purchase shall only be deemed accepted when we send you the shipping confirmation, which will cover only the products listed in said confirmation. We are not obliged to supply any other product not mentioned in the shipping confirmation.


If you have any questions regarding the status of your order, you may contact us by sending an email to lonelyuniverse.help@gmail.com. To ensure proper handling of your inquiry, it is important to include your order number in the subject line.


We reserve the right not to accept an order in the following cases: (i) in the event of a technical error and/or typographical error in the price or other product data, (ii) in the event of unavailability or stock shortages, (iii) if we verify that you are not of legal age, (iv) if any incorrect information has been provided, or (v) if, due to the high volume of the order, we suspect it may be fraudulent or speculative.


Cancellation of an order or modification of the shipping address depends on the status of the order. To request a cancellation or modification, please contact us at lonelyuniverse.help@gmail.com.


Once you have completed your purchase, it is not possible to remove or modify the products in your order. However, subject to the provisions of these Terms, you may return the order after receipt.

AVAILABILITY OF SERVICE AND SHIPPING

Items offered on the website are available in India with free shipping.
In certain cases, delivery may be delayed due to holidays or external factors beyond our control.


We do not deliver to P.O. boxes, so it’s important to provide a full delivery address and contact phone number.


Domestic shipping (India): Estimated delivery times are usually 5-10 business days. During certain times of the year with a higher volume of orders, the delivery times may be extended. Shipping is free across India.

PRODUCT AVAILABILITY

All orders are subject to product availability. In the event of supply issues or out-of-stock items, we will refund any amount you have paid using the original payment method via Razorpay.


We reserve the right to withdraw any product from this website at any time.


We assume no responsibility for the removal or modification of products or content on the website.

PRODUCT FEATURES

The products offered in our online store include a photograph and the basic characteristics of the same, which is the information provided by the manufacturer.


The colour of the product, as shown in the photograph, is not binding. The colour of the product is identified in its characteristics.

PRICE AND PAYMENT

The price of the products shall be the one indicated on our website in INR. Although we strive to ensure all prices are correct, errors may occur. If we detect a manifest error in the price of the products you have ordered, we will notify you as soon as possible and give you the option to confirm your order at the correct price or cancel it. If we cannot contact you, the order will be automatically cancelled and any amount paid will be refunded.


Prices on the website include applicable taxes, but shipping is free in India.


Prices may be changed at any time, but such changes will not affect orders for which a shipping confirmation has already been sent.


Payments are made via Razorpay. Payment cards will be subject to verification and authorization by the issuing entity. If such entity does not approve the payment, we shall not be responsible for any delay or non-delivery and will be unable to complete the sale.

DELIVERIES

Shipments are managed through local couriers in India. Incidents in shipping or delivery may occur. If this happens, please contact us at lonelyuniverse.help@gmail.com, so that we can look for a solution.


In the event that you are not at home at the time of the delivery attempt, depending on the courier company's policy, a second delivery attempt will be made, or the package will be deposited at a pick-up point.


If the order is not picked up within the established period or the second delivery is unsuccessful, it will be returned to our warehouse. In such cases, the total amount of the items will be refunded.

Please note that during Christmas campaigns, Black Friday, or sales periods, the estimated delivery times may exceptionally be affected.

Orders are prepared and shipped from Ladakh (India), so local holidays may affect the estimated delivery times. Likewise, national holidays may also affect delivery times.

EXCHANGES AND RETURNS

You have a period of 14 calendar days from the receipt of the order to exercise your right of withdrawal.


Returns or exchanges must be made through our return form; you only need the order number and your email address. In case of any error, you can contact us at lonelyuniverse.help@gmail.com.


Once the item is received at our warehouse, we will proceed to examine it and notify you by email whether the return is appropriate, taking into account the time frame provided and the condition of the product.


To that effect, please note that (i) the product must be returned in the same manner and condition in which it was received, (ii) you are obligated to take reasonable care of the product while it is in your possession, and (iii) for hygiene and health protection reasons, we may deny any return and/or refund. We reserve the right to accept or reject returns of products in poor condition.


For hygiene reasons, no exchanges or returns of underwear are accepted. In the case of swimwear, returns will only be accepted if the item is in the same condition in which it was delivered, which includes, in the case of women's bottoms, the intact protective plastic.


Amounts paid will be refunded using the same payment method used by the customer via Razorpay. Said refund will not include shipping costs. The customer shall bear the return shipping costs when exercising the right of withdrawal.


The refund period is 14 days from the time we receive the withdrawal request, provided that the conditions of our policy are met.

Please note that the customer shall bear the return shipping costs when exercising the right of withdrawal.

RETURN OF DEFECTIVE PRODUCTS

If the product is not in good condition for reasons not attributable to you, we offer the possibility to request a replacement with another product in perfect condition.
You can request the replacement by contacting us at lonelyuniverse.help@gmail.com.


Returns due to defective or damaged products will not be considered an exercise of the right of withdrawal. Lonely Universe will bear the shipping costs for replacements.

Last updated: 28/05/2025