SHIPPING POLICY This Shipping Policy (“Policy”) will be effective from March 9th, 2026 (“Effective Date”) Gullylabs Innovations private limited ("Company" or “Gully Labs”) is committed to conducting its business operations with transparency, customer focus, and operational efficiency. As part of this commitment, the Company ensures that the shipment and delivery of its products are handled in a manner that respects consumer rights, maintains clarity in logistics, and complies with all applicable legal and regulatory standards in India. This Shipping Policy sets out the terms and conditions under which orders are processed, shipped, delivered, and, where applicable, returned or addressed in case of delays or defects. It governs all orders placed through Gullylabs’ official website and is intended to protect the interests of both the Company and its customers by clearly outlining the responsibilities and limitations associated with order fulfillment. WHEREAS A. While Gullylabs strives to ensure timely and reliable delivery, the Company partners with an independent third-party shipping aggregator, for logistics and last-mile fulfillment. Accordingly, this Policy includes important disclaimers regarding the Company’s limited liability in transit-related matters once the order has been handed over to the delivery partner. B. This Policy is formulated in alignment with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws. It is designed to provide a transparent, fair, and practical framework for order handling and logistics, ensuring consistent and informed expectations for all customers engaging with the Company’s platform. NOW THEREFORE, Gullylabs hereby adopts this Shipping Policy to establish a clear, reliable, and legally compliant framework for the processing, dispatch, and delivery of customer orders. This Policy reinforces the Company’s values of transparency, customer satisfaction, and operational accountability while addressing its obligations under applicable Indian consumer protection and e-commerce laws. It also clarifies the Company’s role and limited liability in logistics operations executed by third-party partners. 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) “Company” shall mean Gullylabs, a business entity engaged in the online sale of apparel and related goods through its official website. b) “Customer” shall mean any individual or entity who places an order for goods offered by the Company through its online platform. c) “Order” shall mean a confirmed request placed by a Customer through the Company’s website for the purchase of one or more products, subject to successful payment verification and acceptance. d) “Dispatch” shall mean the physical handover of the packaged Order by the Company to its designated logistics partner for shipment and delivery to the Customer. e) “Delivery” shall mean the successful handing over of the ordered product to the Customer or their representative at the delivery address specified at the time of placing the Order. f) “Third-Party Logistics Provider” or “Shipping Partner” shall mean an independent logistics aggregator engaged by the Company for facilitating shipping, transit, and delivery of Orders. This shall also include any affiliated or sub-contracted carriers operating under or through the said shipping partner. g) “Transit Issues” shall mean any delay, damage, loss, theft, or non-delivery of the product occurring after the Order has been dispatched from the Company’s facility and while in the custody or control of the Third-Party Logistics Provider. h) “Working Days” shall mean all days excluding Saturdays, Sundays, and public holidays observed by the Company, during which order processing and shipping activities are undertaken. i) “Return to Origin (RTO)” shall mean the process by which an undelivered Order is returned to the Company’s warehouse due to non-availability of the Customer, incorrect address, or repeated delivery failure. j) “Force Majeure Event” shall mean any event beyond the reasonable control of the Company that prevents or delays the performance of its shipping obligations, including but not limited to natural calamities, strikes, lockdowns, war, cyber incidents, governmental orders, or carrier disruptions. 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) This Shipping Policy sets out the terms and conditions governing the processing, handling, dispatch, and delivery of products ordered through the official website of Gullylabs. It aims to provide transparency to customers regarding the Company’s logistical operations, expected delivery timelines, shipping methods, third-party involvement, and the allocation of responsibilities between Gullylabs and its shipping partner. b) The Policy is intended to establish uniform standards for managing customer expectations, minimizing disputes, and ensuring compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable legal and contractual obligations. It also outlines the limitations of the Company’s liability in relation to transit-related delays, damage, or loss, and affirms Gullylabs commitment to providing timely support and clarity throughout the post-purchase experience. c) In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning shipping mechanisms. 3. ORDER PROCESSING a) Order Confirmation and Payment Verification: Upon successful placement of an order on the Company’s website, the Customer shall receive an automated order confirmation email at the registered email address. This confirmation remains subject to verification of payment, product availability, and internal review by the Company. The Company reserves the right to cancel any order where payment verification fails, stock is unavailable, or the order appears suspicious, fraudulent, or otherwise non-compliant with the Company’s policies or applicable terms. b) Processing Timeline: Orders are typically processed within twenty-four (24) to forty-eight (48) working hours from the time of successful payment verification, excluding Sundays and public holidays observed by the Company as detailed in Annexure A. Processing time refers to the period required for order verification, inventory confirmation, quality checks, packaging, and preparation of the Product for dispatch. This processing period is separate from and in addition to the estimated shipping and delivery timelines set out under this Policy. c) Order Modifications and Cancellations: Customers may request modifications or cancellations to their order only prior to the order entering the processing stage as determined by the Company’s fulfilment team. Once an order has entered the processing stage, it cannot be modified or cancelled. The Company reserves the right to decline cancellation requests received after processing has commenced. d) Inventory and Stock Availability: All Products are offered for sale subject to availability. In the event that a Product becomes unavailable after an order has been placed and payment has been successfully processed, the Company shall notify the Customer and initiate a refund in accordance with the Return & Exchange Policy. The Company shall not be liable for any damages or claims arising from such stock unavailability. e) Fraud and Security Review: All orders are subject to review under the Company’s internal fraud prevention and security protocols. The Company may, at its sole discretion, cancel any order that raises security concerns, involves suspicious or fraudulent activity, or otherwise violates the Company’s policies. In such cases, the Customer shall be notified and the amount paid shall be refunded to the original method of payment in accordance with the Return & Exchange Policy. f) Pre-Dispatch Communication: Once the order has been successfully processed and dispatched, the Customer will receive a shipping confirmation email containing the shipment tracking number, courier partner details, and a link to monitor delivery status. 4. ORDER MODIFICATION, CANCELLATION, AND PRE-ORDER POLICY a) Right to Modify or Cancel Orders Prior to Dispatch: Customers are permitted to request modifications or cancellations to their order before the order has entered the processing stage or is dispatched from the Company’s facility. Modification or cancellation requests must be raised promptly by contacting the Company’s customer support team at hello@gullylabs.com, and such requests shall be honored at the sole discretion of the Company, provided the order has not been processed. b) Restrictions on Cancellation Post-Processing: Once an order has been marked as “processed” and is queued for dispatch, the Company shall not accept any requests for cancellation or modification. This is because the logistics workflow with the third-party shipping aggregator becomes non-reversible at this stage. Customers are therefore advised to verify all order details, including shipping address and product selection, prior to completing the checkout process. c) Pre-Order Terms and Conditions: Certain products listed on the Company’s platform may be made available on a pre-order basis, clearly marked as such on the product description page. By placing a pre-order, the Customer acknowledges that the item is not currently in stock and will be dispatched only upon arrival at the Company’s facility, as per the estimated timeline indicated at the time of purchase. d) Cancellation and Refund of Pre-Orders: Once placed, pre-orders cannot be cancelled, modified, or refunded, except in cases where: (i) The Company is unable to procure or deliver the pre-order item within the estimated availability window; or (ii) The product is discontinued or otherwise withdrawn by the manufacturer or supplier. In such cases, the Customer will be notified, and a full refund will be processed to the original method of payment within 7 to 10 business days, or as otherwise required under applicable law. 5. SHIPPING METHODS, DELIVERY TIMELINES, AND COURIER TRACKING a) Shipping Partner: All orders placed through the Company’s website are shipped through a third-party logistics aggregator engaged by Gullylabs for shipping and last-mile delivery. The said logistics partner may further assign delivery to affiliated courier service providers based on serviceable pin codes, delivery priority, or logistical optimization. While Gullylabs makes commercially reasonable efforts to partner with reliable delivery providers, the Company does not control the internal operations of such courier partners and shall not be responsible for operational delays caused by such delivery partners. b) Serviceable Locations: Gullylabs offers shipping to locations within India and to select international destinations, subject to the serviceability of its logistics partners. If a delivery location provided by the Customer is found to be unserviceable by the courier partner, the Customer will be notified and the order may be cancelled with a refund issued in accordance with the Return & Exchange Policy. Note: The estimated delivery timelines specified under this Policy begin only after the order has been processed and dispatched from the Company’s facility and do not include order processing time. c) Order Processing Time (Separate from Delivery): All orders are subject to a standard processing period of twenty-four (24) to forty-eight (48) working hours from the time of successful payment verification. Processing includes payment confirmation, quality checks, packaging, and preparation of the Product for dispatch. This processing period is separate from the delivery timelines mentioned under this Policy. d) Estimated Delivery Timelines: Domestic orders within India are typically delivered within three (3) to seven (7) business days from the date of dispatch, depending on the delivery location and courier partner routing. International orders are generally delivered within seven (7) to ten (10) days from the date of dispatch, subject to courier routing, destination country regulations, and customs clearance procedures. Delivery timelines may vary depending on destination, courier operations, customs clearance procedures, and other logistical factors. e) Courier Tracking and Status Updates: Once the order has been dispatched, the Customer will receive a shipping confirmation email containing (i) the shipment tracking number, (ii) the name of the courier partner, and (iii) a direct link to the shipment tracking page hosted by the shipping partner or its affiliated carrier. Customers are encouraged to monitor the shipment status regularly through the tracking link provided. f) Non-Guarantee of Delivery Timelines: While the Company makes commercially reasonable efforts to ensure timely delivery of all orders, delivery timelines are estimates only and are not guaranteed. Delays may occur due to circumstances beyond the Company’s reasonable control, including courier partner disruptions, remote delivery locations, public holidays, customs clearance procedures, or other regulatory or operational constraints. 6. SHIPPING CHARGES a) Domestic Shipping Charges: Shipping charges for domestic orders within India shall be free of charge, unless otherwise specified at checkout or under specific promotional campaigns. Where applicable, any shipping charges will be calculated at checkout based on delivery location, order value, and logistical considerations, and the applicable shipping charge shall be clearly displayed before the Customer proceeds with final payment. However, for orders placed using the Cash on Delivery (COD) payment method, applicable shipping or handling charges may be levied and shall be clearly displayed at checkout prior to completion of the order. Any such charges shall be based on delivery location, order value, and logistical considerations. Cash on Delivery (COD) is not applicable for products bought under the Gully Labs Referral program. b) International Shipping Charges: For international orders, the Maximum Retail Price (MRP) displayed for the Product shall be inclusive of applicable taxes, customs duties, import duties, and other statutory levies required for cross-border delivery. Accordingly, Customers shall not be required to separately pay customs duties or import taxes upon delivery. c) However, international shipping charges shall be calculated separately at checkout, based on destination country, package weight, and serviceability determined by the Company’s logistics partner. Once the Customer enters the delivery address during checkout, the applicable international shipping charges will be automatically calculated and displayed prior to completion of payment. d) Non-Refundable Shipping Charges: Any shipping charges paid at the time of purchase shall be non-refundable except where the return arises due to a verified error on the part of the Company. Without prejudice to the foregoing, shipping charges shall remain non-refundable in the following circumstances: (i) Orders returned to origin (RTO) due to delivery failure attributable to the Customer; (ii) Orders refused by the recipient at the time of delivery; (iii) Orders returned due to incorrect or incomplete delivery address provided by the Customer; (iv) Orders returned due to the Customer being unavailable to receive the shipment despite delivery attempts by the courier partner; (v) Orders where delivery delays occur due to courier disruptions, weather conditions, strikes, regulatory checks, or force majeure events. e) Multiple Orders and Consolidated Shipping: If multiple orders are placed by the same Customer to the same shipping address within a short time frame, Gullylabs may, at its discretion, consolidate such orders into a single shipment for logistical efficiency. In such cases, applicable shipping charges may be adjusted accordingly, where relevant. f) Shipping Charges Modification: The Company reserves the right to modify or revise shipping charges from time to time based on operational or logistical considerations. However, any such changes shall not apply to orders that have already been placed and confirmed prior to the effective time of such modification. 7. THIRD-PARTY SHIPPING & TRANSIT DISCLAIMER a) Third-Party Logistics Engagement: Gullylabs partners a third-party logistics aggregator, for the facilitation of shipping and last-mile delivery of customer orders. The said partner may, in turn, engage various independent courier service providers to execute deliveries. Gullylabs’ does not own, control, or operate these logistics providers and acts solely as the dispatching party. b) Transfer of Risk Post-Dispatch: Once an order has been successfully processed, packaged, and handed over to shipping partner or its affiliated carrier partners, the responsibility for the shipment, including all transit-related risks such as delay, damage, misplacement, or theft, shall pass to the logistics provider. Gullylabs does not assume responsibility for the performance, negligence, or delay on the part of shipping partner or its partners. c) No Refund or Replacement for Transit Issues: Gullylabs shall not offer any refund, replacement, compensation, or redelivery in cases where: (i) The product is delayed in transit by the courier; (ii) The product is damaged during shipping; (iii) The shipment is marked as delivered by the courier, but the Customer claims non-receipt; (iv) The package is lost, stolen, or mishandled while in the custody of the courier d) Customers expressly acknowledge and accept that these are events beyond the control of the Company, and remedies, if any, must be sought directly from the concerned logistics provider. e) Tracking and Customer Responsibility: Gullylabs shall provide the Customer with a shipment tracking link via email upon dispatch. It is the Customer’s responsibility to monitor the shipment status and escalate any delivery concerns promptly with the carrier. Gullylabs may, on a goodwill basis, assist the Customer in coordinating with shipping partner, but does not guarantee any outcome or assume liability f) Limitation of Liability: To the fullest extent permitted under applicable law, Gullylabs disclaims any liability for consequential, indirect, or incidental losses arising due to failure or delays in shipping or delivery performed by third-party logistics partners. This disclaimer is a material term of the transaction and is expressly accepted by the Customer at the time of placing the order. 7. FAILED DELIVERY, RETURN TO ORIGIN (RTO), AND LOST OR DAMAGED PACKAGES a) Delivery Attempts and Failed Delivery: The Company’s logistics partner (including its associated courier agencies), shall make a limited number of delivery attempts at the shipping address provided by the Customer during checkout. If the recipient is unavailable, unreachable, or refuses delivery, or if the address provided is incorrect or incomplete, the package may be marked as “undeliverable” and subsequently returned to the Company’s warehouse (“Return to Origin” or “RTO”). b) Return to Origin (RTO) Handling: In the event of an RTO, the Customer will be notified via email. The original shipping charges shall remain non-refundable, and any additional charges for re-shipment shall be borne by the Customer. Re-dispatch of an RTO package shall be processed only upon confirmation of a revised address and advance payment of applicable re-shipping charges. c) Responsibility for Delivery Failures: The Customer is solely responsible for ensuring that the shipping address provided is accurate, complete, and accessible. Gullylabs shall not be held liable for delivery failures due to Customer error, including but not limited to: (i) Incorrect or incomplete address, (ii) Refusal to accept delivery, (iii) Unavailability during delivery window. d) Lost, Damaged, or Tampered Packages: Once an order is dispatched and handed over to shipping partner or its associated carrier, Gullylabs disclaims all liability for any loss, theft, damage, or tampering of the product during transit. If the package is marked as “delivered” by the courier but the Customer claims non-receipt, an internal grievance redressal mechanism shall be initiated in case the Customer reports non-receipt of the package despite it being marked as “delivered” by the courier. This involves an internal investigation and discussion (including escalation) with the shipping aggregator. If the non-receipt is substantiated through evidence, a refund may be issued. However, if no conclusive evidence is found to support the claim, company shall not be responsible or liable for replacement or refund. e) Reporting and Support: In the event of a delivery issue, Customers are encouraged to raise the concern directly with the delivery partner using the tracking and complaint mechanism provided in the shipping confirmation email. Gullylabs may assist, on a best-effort basis, by facilitating communication between the Customer and shipping partner but shall not be held responsible for the final resolution or any consequential loss arising from failed or defective delivery. f) No Liability for Transit Defects: Gullylabs shall not process refunds or replacements for orders impacted by in-transit defects, including delay, tampering, breakage, theft, or misplacement, once the package has been handed over to the courier partner. All such risks are transferred to the logistics provider at the time of dispatch. 8. RETURN SHIPPING RESPONSIBILITY a) General Return Eligibility: Return requests are accepted only under the Company’s published Return & Exchange Policy, which is separate from and read in conjunction with this Shipping Policy. Returns may be permitted in cases of: (i) Manufacturing defect or quality issue, (ii) Incorrect product delivered, (iii) Eligible size exchange (as per availability). Return requests for reasons such as change of mind, delay in delivery, or dislike of color/style may not be accepted as stated in the Return & Exchange Policy. b) Who Bears Return Shipping Charges? The responsibility for bearing the cost of return shipping shall vary depending on the nature of the return: RETURN SCENARIO RETURN SHIPPING RESPONSIBILITY Product delivered is defective, damaged, or incorrect (domestic orders) Company Return initiated due to internal operational or fulfillment error (including wrong dispatch, duplicate shipment, or quality control issue identified post-dispatch) Company Approved return due to size exchange (domestic orders) Company Product delivered is defective, damaged, or incorrect (international orders) Company, subject to verification and approval under the Return & Exchange Policy Approved size exchange for international orders Customer (return shipping to be borne by the Customer unless otherwise approved by the Company) Order returned to origin (RTO) due to customer unavailability or failure to accept delivery Customer (re-shipping charges applicable for re-dispatch) Return required due to incorrect address provided by the Customer or delivery refusal Customer (both original and return shipping charges shall be non-refundable) Unauthorized return or return initiated without prior approval from the Company Customer (Company shall not be responsible for receipt, replacement, refund, or shipping reimbursement) c) The Method of Return: For approved returns where the Company bears the shipping cost, the Company shall arrange a reverse pickup through its courier partner, subject to serviceability. In areas where reverse pickup is not available, the Customer may be asked to self-ship the product to the address provided, along with a valid proof of dispatch. Reimbursement for return shipping (if applicable) shall be processed only upon receipt and inspection of the returned item. d) Condition of Returned Products: All returned products must be: (i) Unused and in original condition, (ii) Accompanied by original packaging, tags, and invoice, (iii) Returned within the timelines prescribed in the Return & Exchange Policy. The Company reserves the right to reject the return if these conditions are not met, and in such cases, no shipping cost or refund shall be reimbursed. e) Non-Refundable Shipping Charges: In all cases, original shipping charges paid at the time of purchase shall remain non-refundable, unless the return is a result of a verified error on the part of the Company (e.g., wrong product or manufacturing defect), as set forth in Return & Exchange Policy. 9. ESTIMATED DISPATCH & DELIVERY DISCLAIMER a) ‘ Dispatch Timeline Disclaimer: Dispatch Timeline Disclaimer: All orders placed on the Company’s website are subject to a standard processing period of twenty-four (24) to forty-eight (48) working hours prior to dispatch. Processing includes order verification, payment confirmation, quality checks, and packaging. The Company endeavours to dispatch all orders within this timeframe; however, processing delays may occasionally occur during high-demand periods, technical issues, or unforeseen operational constraints. b) Delivery Timeline Estimates: The estimated delivery timeline for domestic shipments within India is approximately three (3) to seven (7) business days from the date of dispatch, while international shipments are typically delivered within seven (7) to ten (10) days from the date of dispatch . These timelines are estimates only and begin after the order has been dispatched from the Company’s facility and do not include order processing time. Delivery timelines may be affected by several factors, including but not limited to: (i) Location-specific transit durations, (ii) Courier service disruptions, (iii) Weather conditions, (iv) Public holidays or non-working days, (v) Customs clearance delays (in case of international orders), (vi) Force majeure events. a) No Guarantee of Delivery Date: While the Company takes all reasonable efforts to meet the estimated delivery dates, Gullylabs does not guarantee the arrival of any order on a specific date or within a specified timeframe. The actual delivery time may vary depending on factors beyond the Company’s control, particularly as deliveries are fulfilled by third-party logistics partners. b) No Compensation for Delay: The Company shall not be liable for any direct or indirect loss, inconvenience, or damages resulting from delays in delivery, irrespective of the nature or cause of the delay. No compensation, discount, refund, or return shall be provided solely on the grounds of late delivery. c) Customer Responsibility to Track: Customers are expected to use the shipment tracking link provided via email at the time of dispatch to monitor their order status. In case of any substantial delay observed post-dispatch, customers should promptly escalate the issue with the logistics partner or notify the Company’s support team for coordination assistance. 10. FORCE MAJEURE a) The Company shall not be held liable for any delay, failure, or disruption in order processing, dispatch, shipping, or delivery of products that arises due to events beyond its reasonable control (“Force Majeure Events”). Such events include, but are not limited to, natural disasters (such as floods, earthquakes, or cyclones), acts of God, fire, war, terrorism, civil unrest, national emergencies, governmental actions or regulations, labor strikes, pandemics, public health emergencies, courier service disruptions, transportation blockades, cyber-attacks, and failures or delays on the part of third-party service providers, including shipping partner or its affiliates. b) During the occurrence of a Force Majeure Event, the Company’s obligations under this Policy shall be deemed suspended for the duration of the event, and the estimated timelines for dispatch or delivery may be extended without penalty. The Company will make commercially reasonable efforts to inform affected Customers of such delays and resume operations as soon as the situation permits. In such cases, the Company shall not be liable to offer any refund, compensation, penalty, or damages for non-performance or delay resulting from a force majeure event. 11. PUBLIC HOLIDAYS OBSERVED a) The Company observes the public holidays listed in Annexure A during which order processing, dispatch, and customer service may be unavailable. Orders placed immediately before or during these holidays may experience delays in processing or shipping. 12. CUSTOMER SUPPORT & CONTACT INFORMATION a) For any queries, concerns, or assistance related to shipping, tracking, delivery, or logistics, customers may reach out to the Company’s support team during the following business hours: Customer Support Email: hello@gullylabs.com Business Hours: Monday to Friday, 10:00 AM – 6:00 PM IST Closed on: Weekends and public holidays listed under Annexure A. All inquiries will be addressed in the order received, and the Company endeavors to respond within 2 business days. 13. GRIEVANCE REDRESSAL MECHANISM a) The Company is committed to addressing and resolving customer concerns in a transparent, fair, and time-bound manner. In accordance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020, Gullylabs has appointed a Grievance Officer to handle complaints related to shipping, delivery, logistics failures, and other issues arising under this Shipping Policy. b) Customers who have unresolved concerns related to: (i) Delayed or failed deliveries, (ii) Shipping defects, (iii) Courier non-cooperation, (iv) Issues with order tracking, (v) Non-receipt of goods marked as “delivered” by the courier, (vi) Breach of obligations under this Shipping Policy, may escalate their grievance to the Grievance Officer at the contact details provided below Grievance Officer Details: Name: Hardik Verma Designation: Grievance Redressal Officer Email: Legal@gullylabs.com Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays) c) Upon receipt of a complaint, the Grievance Officer shall: (i) Acknowledge the complaint within 48 hours of receipt, (ii) Endeavour to resolve the complaint within one month from the date of receipt. d) All complaints must be made in writing and must include the order number, registered email address, contact number, nature of grievance, and any supporting documentation or screenshots where applicable. Complaints made via unofficial channels (such as social media comments or private DMs) shall not be considered formal grievances unless subsequently submitted via the designated email address. e) The Grievance Officer’s role is to ensure that every complaint is evaluated fairly and that appropriate action is taken in accordance with this Shipping Policy, applicable laws, and the Company’s internal protocols. 14. GOVERNING LAW & JURISDICTION This Shipping Policy shall be governed by and construed in accordance with the laws of India, without reference to conflict of laws principles. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in [New Delhi], India. 15. REVIEW AND AMENDMENTS The Company reserves the right to amend, modify, or update this Shipping Policy at any time, without prior notice, in order to reflect changes in legal requirements, business practices, or logistics processes. Any such changes shall be effective immediately upon being published on the Company’s official website. Customers are encouraged to review this Policy periodically to remain informed of its current terms. Continued use of the website or placing orders after changes are posted shall be deemed acceptance of the revised Policy. ****** NOWTHEREFORE, by placing an order through the Company’s website, the Customer acknowledges and agrees to be bound by the terms set forth in this Shipping Policy. If the Customer does not agree with any part of this Policy, they are advised not to proceed with the transaction. Use of the Company’s website or any associated purchase shall constitute deemed acceptance of this Shipping Policy, as amended from time to time. ANNEXURE A PUBLIC HOLIDAYS A. New Year’s Day B. Lohri C. Makar Sankranti D. Republic Day E. Basant Panchami F. Mahashivratri G. Holi H. Id-ul-Fitr I. Ram Navmi J. Vaisakhi K. Mahavir Jayanti L. Good Friday M. Buddha Purnima N. Raksha Bandhan O. Independence Day P. Janmashtami Q. Ganesh Chaturthi R. Gandhi Jayanti S. Dussehra T. Diwali U. Guru Nanak Jayanti V. Christmas Eve W. Christmas Day X. New Year’s Eve REFUND & EXCHANGE POLICY This Refund & Exchange Policy (“Policy”) will be effective from 09th 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. ******** Now Therefore, This Refund & Exchange Policy is effective as of March 09th, 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. …End of the Policy
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