Terms & Conditions

These Terms & Conditions ("Terms") govern access to and use of the Lã Vego website, products and services.

By placing an order or using our services, you agree to these Terms and the policies incorporated into them, subject to rights that cannot lawfully be excluded or restricted.

1. Eligibility and Accurate Information

You must use the website lawfully and provide complete and materially accurate information when placing orders, requesting refunds, making complaints or otherwise dealing with us.

You must not impersonate another person, knowingly provide false delivery or payment information, create accounts for fraudulent purposes or intentionally misrepresent facts relevant to a transaction or claim.

2. Accounts and Security

You are responsible for reasonably protecting your login credentials.

We may temporarily restrict an account or particular functionality where reasonably necessary to investigate security issues, suspected fraud, abuse, unauthorised use or material violations of these Terms.

3. Product Information

We endeavour to provide accurate product descriptions, images, ingredients, nutrition information, weights and other relevant information.

Packaging, artwork, colour and other non-material presentation details may change. Website images are illustrative and device displays may affect appearance.

Current information on the physical product label supplied should also be reviewed before consumption.

4. Food, Allergies and Product Use

Customers with allergies, intolerances or special dietary requirements should review the product label and ingredients before consumption.

Products should be stored, handled and consumed according to applicable instructions.

To the extent recognised by applicable law, claims relating to circumstances caused by misuse, improper storage, alteration, modification, contamination after delivery or use contrary to instructions may be assessed accordingly.

5. Health Information

General nutrition or lifestyle information is informational and is not medical diagnosis or treatment. Customers should obtain appropriate professional advice where necessary.

6. Prices, Taxes and Charges

Applicable prices, discounts, taxes, shipping charges, payment charges, packaging charges or other disclosed charges are calculated for the particular transaction.

Charges and eligibility rules may differ between products, payment methods, destinations and orders and may change for future transactions.

7. Order Validation and Acceptance

Placing an order constitutes a request to purchase. We may perform server-side validation of stock, product eligibility, pricing, discounts, payment methods, charges and other transaction information.

We may decline or cancel an order where reasonably justified because of stock unavailability, an obvious pricing or technical error, payment failure, suspected fraud or abuse, unlawful activity, delivery impossibility or another lawful reason.

Where payment was collected for an order cancelled by us, an appropriate refund will be handled as required by applicable law.

8. Stock and Cart Reservations

Merely adding a product to a cart does not guarantee availability. Stock may be reserved or confirmed only through the applicable ordering process.

9. Payments

Payment availability may vary by product, order or location. Payment initiation does not itself establish successful payment.

Payment status may be verified using payment-provider information and our server-side records.

Customers must not knowingly initiate duplicate, fraudulent or unauthorised payment disputes concerning transactions that were properly authorised and fulfilled.

10. Cash on Delivery

COD may be limited by product, order, destination or other legitimate criteria. An applicable COD charge may be disclosed at checkout.

Repeated unjustified refusal of COD deliveries, knowingly false orders, unreachable recipients or other demonstrated misuse may result in COD restrictions for future orders where permitted by law.

11. Delivery Information

Customers are responsible for providing complete and accurate delivery details and for reasonable cooperation with delivery attempts.

Delivery estimates are not guarantees unless expressly stated otherwise.

Additional costs or consequences arising solely from materially incorrect customer information, unjustified refusal or repeated failed delivery caused by the customer may be taken into account where permitted by law.

12. Delivery Disputes

Claims concerning non-delivery, incomplete delivery or delivery condition may be investigated using relevant courier, tracking, order, communication and other legitimate records.

No single item of evidence is necessarily conclusive merely because it is submitted by either party. Relevant information may be considered together when determining the appropriate resolution.

13. Inspection at Delivery

Where permitted by the applicable delivery service, customers should identify visible shipping damage or discrepancies promptly.

Acceptance of delivery does not remove mandatory legal remedies for defects that could not reasonably have been identified at delivery.

14. Cancellations

Cancellation availability depends on order status and the cancellation functionality available for the transaction. An order may cease to be voluntarily cancellable after processing or fulfilment has progressed.

15. Returns

Return eligibility and applicable return periods may be product-specific and are governed by our Return Policy.

Submission of a return request does not constitute automatic approval.

16. Evidence Submitted With Claims

Photographs, videos, screenshots, documents, messages and other evidence submitted in connection with a claim must truthfully and materially accurately represent the relevant product, transaction and circumstances.

Evidence must not be fabricated, substituted, staged or materially altered to misrepresent the facts. This includes deceptive use of artificial intelligence, generative technology, editing tools, deepfakes, compositing, reused material from another transaction or product, or any other method used to create a false or materially misleading representation.

Use of editing or AI technology is not by itself prohibited; what is prohibited is using any technique to materially misrepresent facts relevant to a claim.

17. Verification of Claims

Submitted evidence is supporting material and does not by itself establish entitlement to a refund, replacement, compensation or other remedy.

Where reasonably necessary, we may request additional photographs, videos, original files, packaging, shipping labels, batch information, product information or other material reasonably relevant to verification.

We may compare a claim with legitimate order, payment, courier, delivery, return, refund, customer-service and inspection records available to us.

The absence of a particular internal photograph, recording or record does not by itself constitute an admission that a customer's allegation is correct.

18. Product Substitution and Tampering

A customer must not return another product, substitute contents, intentionally alter a product to create a claim, remove or replace identifying information, stage damage, deliberately contaminate a product or otherwise manipulate a returned item.

Material discrepancies between the item supplied and the item returned may result in the claim being declined where permitted by law and may be investigated as suspected fraud.

19. Missing-Item and Quantity Claims

Claims that a product or quantity was missing may be verified against relevant order, fulfilment, package, shipping, delivery and other legitimate records where available.

Knowingly making a false missing-item or short-quantity claim is prohibited.

20. Consumption Before Claim

Where the nature of a reported issue would reasonably have been apparent before substantial consumption, extensive consumption of the product may be relevant when assessing the facts of a discretionary return or refund request.

This does not remove mandatory remedies concerning genuine defects, safety issues or other matters protected by applicable law.

21. Refund and Return Abuse

Fraudulent or abusive practices are prohibited, including intentionally false claims, repeated materially dishonest complaints, product substitution, fabricated evidence, manipulation of return systems, seeking multiple refunds for the same loss, or obtaining a refund from multiple parties for the same transaction without disclosure.

Where there is reasonable evidence of deliberate abuse, we may reject the affected request and take proportionate protective measures permitted by law.

22. Chargebacks and Payment Disputes

Customers should contact us regarding a genuine transaction problem where appropriate before knowingly representing a properly authorised and fulfilled transaction as unauthorised.

If a chargeback or payment dispute is initiated, we may provide the payment provider with relevant transaction, delivery, communication and other legitimate evidence as permitted by law.

A payment-provider decision does not necessarily determine separate legal rights or liabilities between the parties.

23. Coupons, Promotions and Referral Abuse

Customers must not create duplicate or deceptive accounts, manipulate referrals, exploit technical errors or otherwise circumvent promotional restrictions to obtain benefits for which they are not eligible.

Benefits obtained through demonstrated fraud or material abuse may be cancelled or reversed where permitted by law.

24. Refund Calculations

Approved refunds may account for the affected items, discounts, coupons and applicable refundable or non-refundable amounts in accordance with the transaction and applicable law.

A partial refund does not automatically require refunding unrelated portions of the order.

25. Shipping and Other Charges

Shipping, payment, packaging, handling or similar charges are not automatically refundable merely because an item return is approved.

Their treatment depends on the reason for the return, the transaction and applicable law.

26. Failed or Refused Delivery

Orders returned because of materially incorrect customer information, unjustified refusal, repeated unavailable recipient or another customer-caused delivery failure may be handled according to the circumstances and applicable law.

Demonstrated repeated misuse may result in restrictions on COD or other ordering functionality where lawful.

27. Refund Timing

Where we initiate an approved refund, subsequent banking or payment-provider processing time is outside our direct control.

28. Reviews and Public Statements

Customers remain free to express genuine opinions and exercise lawful rights. However, knowingly fabricated factual allegations, impersonation, fraudulent evidence and other unlawful conduct are not authorised by these Terms.

Nothing here is intended to prevent a customer from making a truthful complaint to us, a regulator, a consumer forum, payment provider or other competent authority.

29. Fraud Investigation and Protective Measures

Where reasonably supported by the circumstances, suspected fraud or material abuse may result in additional verification, temporary suspension of the affected claim, restriction of particular payment or return functionality, account review or other proportionate protective measures permitted by law.

Serious suspected unlawful conduct may be reported to payment providers, competent authorities or law-enforcement bodies where appropriate and legally permitted.

30. Preservation of Records

We may preserve relevant transaction, communication, return, payment and dispute records where reasonably necessary for fraud prevention, accounting, regulatory compliance or establishing, exercising or defending legal rights.

31. International Orders

International transactions may be subject to destination-specific shipping, customs, import, payment and legal requirements. Customs or import charges may apply unless expressly stated otherwise for the transaction.

32. Intellectual Property

Website content, branding, photographs, graphics, software and other original materials may be protected by applicable intellectual-property rights.

33. Prohibited Technical Conduct

Users must not intentionally manipulate website requests, prices, inventory, coupons, charges, authentication, payment processes, APIs or other functionality; exploit a technical vulnerability for improper benefit; introduce malicious software; scrape or automate the service abusively; or attempt unauthorised access.

An obvious technical error does not create an entitlement to knowingly exploit that error where correction is permitted by applicable law.

34. Third-Party Services

Independent couriers, payment providers and other service providers may be subject to their own terms. We are not responsible for independent third-party conduct beyond responsibility imposed on us by applicable law.

35. Website Availability

We do not guarantee uninterrupted or error-free website availability. Services may be interrupted for maintenance, security, technical failures or events outside reasonable control.

36. Limitation of Liability

To the maximum extent permitted by applicable law, Lã Vego will not be liable for indirect, consequential, speculative or unforeseeable losses merely arising from use of the website or a transaction.

Nothing in these Terms excludes or limits liability, remedies or statutory rights where exclusion or limitation would be unlawful.

37. Responsibility for Fraudulent or Unlawful Conduct

To the extent permitted by law, a person may remain responsible for losses or costs legally attributable to their deliberate fraud, unlawful conduct, infringement or material misuse of our services.

This clause does not impose liability for legitimate exercise of consumer rights or for losses legally attributable to Lã Vego.

38. Events Outside Reasonable Control

Operations may be affected by weather, transportation disruption, governmental action, utility or network failures, natural events or other circumstances outside reasonable control.

39. Mandatory Consumer Rights

Nothing in these Terms is intended to exclude a consumer remedy or business obligation that cannot lawfully be excluded.

This qualification applies only to the extent required by applicable law and does not create additional contractual rights beyond those otherwise provided.

40. Governing Law and Disputes

These Terms are governed by applicable Indian law.

Customers are encouraged to contact us first regarding a dispute so that it may be investigated and, where appropriate, resolved directly.

Any contractual jurisdiction provision operates subject to mandatory jurisdictional rights that applicable law does not permit the parties to exclude.

41. Severability and No Waiver

If a provision is invalid or unenforceable, the remaining provisions continue to the extent legally permitted. Failure to enforce a provision on one occasion does not necessarily waive it for the future.

42. Changes

These Terms may be updated for future transactions. Updates will not retrospectively remove rights attached to an existing transaction where doing so would be unlawful.

43. Privacy

Personal information is handled as described in our Privacy Policy.

44. Contact and Grievances

Questions, complaints and grievances may be submitted through the official contact facilities published on the website.