Terms & Conditions

These Terms and Conditions (“Terms”, “Terms and Conditions” or “Agreement”) govern access to and use of the website www.lusiv.in (“Website”) and the purchase of products offered through the Website by Raghav Consumer Products, a proprietorship concern (“Raghav Consumer Products”, “LUSIV”, “we”, “us”, “our” or “Seller”).

Raghav Consumer Products manufactures, markets, distributes and/or sells household cleaning products, including detergent/laundry washing bars and, subject to applicable regulatory approvals and product launches, may offer dishwashing bars, dishwashing products, toilet cleaners, phenyl and other household cleaning products.

By accessing, browsing, registering on, placing an order through, or otherwise using the Website, you acknowledge that you have read, understood and agreed to these Terms.

If you do not agree with these Terms, you should not use the Website or place an order through it.

These Terms should be read together with our Privacy Policy, Cookie Policy, Shipping & Delivery Policy, Returns/Refund/Cancellation Policy, Disclaimer, Grievance Redressal Policy and any product-specific instructions or notices displayed on the Website.

The Website is operated by:

“LUSIV” is the brand/trade identity used in connection with products and the Website and does not constitute a separate legal entity unless expressly stated otherwise.

You may use the Website and purchase products only if:

1. you are legally competent to enter into a binding contract under applicable Indian law;
2. you provide accurate and complete information where information is requested;
3. you use the Website for lawful purposes; and
4. your use does not violate these Terms or applicable law.

Persons who are minors should use the Website only with the involvement and supervision of a parent or lawful guardian.

We may amend, modify, update or replace these Terms from time to time to reflect:

• changes in applicable law;
• changes in our products or services;
• changes in payment, delivery or technology arrangements;
• changes in business practices;
• security or operational requirements; or
• regulatory requirements.

The updated version will be published on the Website with the applicable “Last Updated” date.

Changes will not retrospectively alter contractual rights and obligations relating to orders already accepted, except where required or permitted by applicable law.

We attempt to keep information on the Website accurate and current.

However, product photographs, descriptions, colours, packaging appearance, illustrations and other visual material may differ from the actual product or packaging due to:

• manufacturing variations;
• packaging changes;
• screen/device settings;
• photography;
• printing variations;
• regulatory changes; or
• product reformulation.

Minor variations that do not materially affect the nature, quantity, quality or intended use of a product will not necessarily constitute a defect.

Product descriptions, directions for use, precautions, ingredients/composition information where required, net quantity, MRP and other legally required declarations shall be provided in accordance with applicable law and the product's packaging.

You should read the product packaging and instructions before use.

You should not use a product for a purpose for which it is not intended.

Cleaning products should not be ingested, inhaled unnecessarily, introduced into the eyes, or otherwise misused.

Keep household cleaning products away from children and animals unless the product instructions expressly state otherwise.

Products displayed on the Website are subject to availability.

We may:

• discontinue products;
• change packaging;
• modify product specifications;
• limit quantities;
• restrict sales to particular locations;
• temporarily suspend availability; or
• correct errors in product listings.

If a product becomes unavailable after you place an order but before we accept or dispatch it, we may cancel the affected order and refund amounts actually received for that order.

Prices displayed on the Website will be stated in Indian Rupees unless otherwise specified.

Applicable taxes, including GST where applicable, will be dealt with in accordance with prevailing law and the checkout/order documentation.

Where a product is subject to a legally declared Maximum Retail Price (“MRP”), the product shall not be sold to a consumer above the applicable MRP, subject to applicable law.

We may change prices prospectively.

A pricing error may be corrected before order acceptance where the error is obvious and attributable to a technical, typographical or similar mistake, subject to applicable law.

Promotional offers may be subject to additional terms, including:

• validity periods;
• minimum order values;
• product restrictions;
• geographical restrictions;
• quantity restrictions;
• customer eligibility;
• coupon limitations; and
• one-time-use restrictions.

Unless expressly stated otherwise, promotional offers cannot be combined.

We will not use misleading promotional practices or manipulate consumers into purchases through prohibited dark patterns.

The Website will not intentionally use practices such as undisclosed mandatory add-ons, concealed charges, forced subscriptions, false urgency or deceptive cancellation mechanisms.

The Consumer Protection Act, 2019 and CCPA's guidelines concerning misleading advertisements and dark patterns are relevant to online consumer transactions.

An order placed through the Website constitutes a request by you to purchase the selected products.

After you place an order, we may send an electronic acknowledgement confirming receipt of the order.

An acknowledgement of receipt does not necessarily constitute acceptance of the order.

The contract of sale shall be treated as concluded when we accept the order, subject to applicable law and the specific order communication.

We may decline or cancel an order where reasonably necessary because of:

• product unavailability;
• suspected fraud or abuse;
• incorrect pricing caused by an obvious error;
• inability to deliver to the specified location;
• regulatory restrictions;
• payment failure;
• duplicate orders;
• technical errors; or
• other legitimate operational or legal reasons.

Where payment has already been received for a cancelled order, the applicable amount shall be refunded in accordance with our Refund Policy and applicable law.

After order placement, we may provide:

• order number;
• product details;
• quantity;
• price;
• applicable taxes;
• delivery charges, if any;
• delivery address;
• payment status; and
• estimated delivery information.

You should immediately contact us if any order information is materially incorrect.

Payments may be processed through third-party payment service providers.

We do not intend to receive or store complete payment-card credentials unless expressly stated.

Payment processing may be governed by the applicable payment service provider's terms and privacy practices.

An order may remain pending or may be cancelled if payment is unsuccessful, reversed, disputed, declined or not received.

Delivery timelines displayed on the Website are estimates unless expressly stated as guaranteed.

Delivery may be affected by:

• courier delays;
• weather;
• natural disasters;
• strikes;
• transport restrictions;
• public holidays;
• incorrect address information;
• customer unavailability;
• regulatory restrictions; or
• other circumstances beyond our reasonable control.

You are responsible for providing an accurate and complete delivery address and contact details.

Our Shipping & Delivery Policy forms part of these Terms.

If a courier makes an unsuccessful delivery attempt because of:

• incorrect address;
• incomplete address;
• customer unavailability;
• refusal to accept the package;
• failure to provide required delivery information; or
• repeated failure to coordinate delivery,

additional delivery arrangements may be required and, where legally permissible, additional costs may apply.

We will not impose undisclosed charges.

You should inspect the package upon delivery where reasonably possible.

If the external packaging is visibly damaged, you should:

1. photograph/video the package;
2. retain the packaging;
3. record the delivery condition;
4. contact us promptly; and
5. provide the order number and supporting evidence.

This does not limit any statutory rights available to a consumer.

Returns, refunds and cancellations are governed by our separate Returns, Refunds & Cancellation Policy.

Nothing in that policy is intended to exclude or restrict any mandatory consumer right available under applicable Indian law.

If a product is alleged to be defective, damaged, materially different from the ordered product, incorrectly supplied or otherwise non-conforming, contact:

support@lusiv.in

Please provide:

• order number;
• product name;
• batch/lot information, where available;
• photographs/video;
• description of the problem;
• date of receipt; and
• any other information reasonably required to investigate.

We may inspect the product, packaging, batch information and complaint circumstances.

Where a product is established to be defective or otherwise legally non-conforming, the remedy shall be determined in accordance with applicable law and our applicable policy.

Nothing in these Terms excludes liability that cannot lawfully be excluded under the Consumer Protection Act, 2019 or any other applicable law.

A consumer may have statutory rights in relation to defective products, deficient services, unsafe goods, unfair trade practices or product liability.

The Consumer Protection Act, 2019 contains a product-liability framework.

Our products are intended for their stated household cleaning purposes.

You must:

• read the label;
• follow directions;
• observe warnings and precautions;
• avoid inappropriate mixing of cleaning chemicals;
• avoid contact with eyes unless the product is expressly intended for such use;
• avoid ingestion;
• keep products away from children;
• store products appropriately; and
• use products only for their intended purpose.

Never mix household cleaning products unless the product instructions expressly permit such mixing.

Individual reactions may vary.

If you have known sensitivity to a particular substance, you should review available product information and seek appropriate professional advice before use.

If irritation or an adverse reaction occurs, discontinue use and seek appropriate medical attention where necessary.

If account creation is available, you are responsible for maintaining the confidentiality of your login credentials.

You must not:

• share credentials improperly;
• impersonate another person;
• create fraudulent accounts;
• provide false information;
• access another person's account; or
• attempt to bypass security controls.

We may suspend or terminate an account where reasonably necessary for security, fraud prevention, legal compliance or violation of these Terms.

Where the Website allows reviews, comments, photographs or other user-generated content, you must not submit:

• unlawful material;
• defamatory material;
• fraudulent reviews;
• impersonation;
• malware;
• personal information belonging to another person without permission;
• obscene or abusive material;
• discriminatory content;
• infringing material; or
• content intended to manipulate ratings or consumer decisions dishonestly.

You retain ownership of your lawful content.

By submitting content, you grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, display and use that content for operating, improving and promoting the Website, subject to applicable law.

We may remove content that violates law, these Terms, platform rules or reasonable moderation standards.

Reviews should represent genuine consumer experiences.

We will not knowingly publish fabricated reviews as genuine consumer reviews.

Where testimonials or endorsements are used in advertising, applicable consumer-protection requirements shall apply.

The CCPA's 2022 guidelines address misleading advertising and endorsements, including due diligence for endorsements.

Product claims displayed on the Website shall be made subject to applicable law and available substantiation.

We do not intend these Terms to authorise unsupported claims such as:

• “No. 1”;
• “best”;
• “100% safe”;
• “chemical-free”;
• “kills 99.9% of germs”;
• “dermatologically tested”;
• “clinically proven”;
• “eco-friendly”;
• “biodegradable”; or
• comparative superiority claims,

unless the relevant claim is legally permissible and supported by adequate evidence.

Applicable CCPA guidelines address misleading advertisements, bait advertising, free-claim advertising and duties of manufacturers/advertisers.

Unless otherwise stated, all intellectual property appearing on the Website, including:

• brand names;
• logos;
• trademarks;
• product names;
• photographs;
• graphics;
• artwork;
• packaging artwork;
• text;
• videos;
• icons;
• page layouts;
• software;
• website design; and
• other content

belongs to or is lawfully used by Raghav Consumer Products or its licensors.

No intellectual property right is transferred to you merely by accessing or purchasing from the Website.

You must not reproduce, copy, modify, publish, distribute, commercially exploit or create derivative works from protected Website content without written permission.

The Website may use third-party services including:

• payment gateways;
• logistics providers;
• analytics providers;
• advertising platforms;
• communication providers;
• hosting providers;
• customer-support tools; and
• social-media services.

Those services may have their own terms and privacy policies.

We are not responsible for independent third-party systems to the extent permitted by law.

The Website may contain links to third-party websites.

Such links are provided for convenience.

We do not necessarily endorse or control third-party websites, and their content and privacy practices may differ from ours.

You must not use the Website to:

• violate law;
• commit fraud;
• impersonate another person;
• interfere with Website operation;
• introduce malware;
• attempt unauthorised access;
• scrape protected information unlawfully;
• reverse engineer protected software;
• manipulate orders;
• abuse promotional schemes;
• submit fraudulent reviews;
• infringe intellectual property;
• harass employees or customers; or
• conduct any other unlawful or abusive activity.

We take reasonable security measures appropriate to the nature of the information and Website.

However, no Internet transmission or electronic storage system can be guaranteed to be completely secure.

You acknowledge the inherent risks of using online services.

Personal data is handled in accordance with our Privacy Policy.

The Website may process information necessary to:

• process orders;
• provide customer service;
• deliver products;
• process payments;
• prevent fraud;
• maintain records;
• improve the Website;
• communicate with customers;
• conduct lawful marketing where permitted; and
• comply with law.

The Digital Personal Data Protection Act, 2023 establishes India's framework for processing digital personal data and protecting individual data rights, with commencement governed by Government notifications.

Our use of cookies and similar technologies is explained in our Cookie Policy.

Where consent is legally required, the Website shall provide appropriate consent/preference mechanisms.

By using the Website or placing an order, you consent to receiving transactional communications necessary for the transaction, including:

• order confirmations;
• invoices;
• payment confirmations;
• shipping updates;
• delivery updates;
• customer-service communications; and
• important service notices.

Marketing communications shall be handled in accordance with applicable law and the user's applicable choices/consents.

Where you voluntarily provide contact information and applicable consent is obtained, we may communicate with you through:

• WhatsApp;
• SMS;
• email;
• telephone; or
• other communication channels.

You may opt out of non-essential marketing communications using the available unsubscribe/opt-out mechanism or by contacting support@lusiv.in.

Opting out of marketing will not necessarily stop essential transactional communications.

The Website is not intentionally designed to collect personal information from children for marketing purposes.

We do not knowingly seek to process children's personal data for behavioural advertising or other purposes prohibited by applicable law.

Where the law requires parental/guardian consent for processing a child's data, appropriate mechanisms shall apply.

Applicable GST and other taxes shall be charged in accordance with prevailing law.

Tax invoices will be issued where legally required.

Customers should provide accurate billing information.

We shall not be responsible for delay or failure caused by events beyond reasonable control, including:

• natural disasters;
• floods;
• earthquakes;
• fire;
• epidemic/pandemic;
• war;
• civil disturbance;
• strikes;
• government restrictions;
• transport disruption;
• internet/telecommunications failures;
• supplier disruption;
• courier disruption; or
• other events beyond reasonable control.

This clause does not remove statutory consumer rights that cannot lawfully be excluded.

To the maximum extent permitted by applicable law, we shall not be liable for indirect, incidental, special or consequential loss arising solely from Website use.

Nothing in these Terms shall:

1. exclude liability that cannot legally be excluded;
2. restrict statutory consumer rights;
3. exclude liability for fraud or fraudulent misrepresentation;
4. exclude liability for death or personal injury where such exclusion is unlawful; or
5. override mandatory product-liability obligations.

To the extent permitted by law, you agree to indemnify and hold harmless Raghav Consumer Products from claims, losses or expenses arising directly from your:

• unlawful use of the Website;
• fraud;
• misuse of products contrary to instructions;
• infringement of third-party rights;
• violation of these Terms; or
• misuse of Website services.

This clause shall not apply to the extent the claim results from our own unlawful conduct or liability that cannot legally be shifted to the consumer.

We may suspend or terminate access to Website features where reasonably necessary due to:

• security concerns;
• fraudulent activity;
• legal requirements;
• abuse;
• violation of these Terms; or
• operational reasons.

Termination shall not affect rights and obligations accrued before termination.

These Terms shall be governed by the laws of India.

Subject to applicable consumer-protection law and statutory jurisdictional provisions, courts having competent jurisdiction in Agra, Uttar Pradesh shall have jurisdiction over disputes arising from these Terms.

Nothing in this clause prevents a consumer from exercising a statutory right to approach a competent Consumer Commission or other authority having jurisdiction under applicable law.

We encourage customers to contact us first so that complaints can be reviewed and resolved promptly.

Where appropriate and legally permissible, the parties may mutually attempt resolution through negotiation or mediation.

Mandatory statutory remedies remain unaffected.

If any provision of these Terms is held invalid, unlawful or unenforceable, the remaining provisions shall continue to the extent permitted by law.

Failure to enforce any provision immediately does not constitute a permanent waiver of that provision.

These Terms, together with applicable Website policies and order-specific terms, constitute the agreement governing your use of the Website and purchase of products, subject to mandatory statutory rights.

For questions, complaints, returns, refunds, privacy matters or legal notices: