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Terms & Conditions and Return, Refund, Repair and Cancellation Policy - RIMOWA India

TERMS & CONDITIONS

These Terms & Conditions (“Terms”) govern your access to and use of the RIMOWA India website available at www.rimowa.com/in (the “Website”) and the purchase of RIMOWA products through the Website.

The Website is operated using RIMOWA’s e-commerce infrastructure. However, all sales of Products through the Website in India are made by Ethos Lifestyle Private Limited (“Ethos”, “we”, “us” or “our”), which acts as the seller of record for all such transactions in India.

By accessing, browsing or using the Website, or by placing an order for any Product through the Website, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use the Website.

These Terms should be read together with our Privacy Policy, Return, Refund and Repair Policy and any other policies or terms displayed on the Website from time to time (collectively, the “Applicable Policies”).

1. ABOUT US

1.1 Seller of Record

For all purchases made through the Website in India, Ethos Lifestyle Private Limited is the seller of record and is responsible for the sale of the Products to you.

All contracts of sale for Products purchased through the Website are exclusively between you and Ethos. RIMOWA provides the technology and infrastructure through which the Website operates but is not the seller, co-seller, marketplace operator or merchant in respect of transactions concluded through the Website.

1.2 Our Details

Legal Name:Ethos Lifestyle Private Limited
Registered Office:359, Udyog Vihar, Phase II, DLF QE, Gurugram, Haryana- 122002, India
CIN:U47732HR2024PTC118558
GSTIN:06AANCR3420P1ZZ
Grievance Officer:Sushil Aggarwal
Grievance Officer Email: sushil.aggarwal@ethoswatches.com

The above details and any other information required under applicable law will be displayed or made available on the Website.

2. DEFINITIONS

For the purposes of these Terms:

“Products”means RIMOWA suitcases, luggage, travel accessories and such other products as may be offered for sale through the Website.

“Website”means the RIMOWA India website and the India-specific e-commerce point of sale available at www.rimowa.com/in.

“Customer”, “you” or “your”means any individual or legal entity accessing the Website or purchasing Products through the Website.

“Order”means an order placed by you through the Website for the purchase of one or more Products.

“Order Confirmation”means the communication acknowledging receipt of your Order.

“Shipment Confirmation”means the communication confirming that the relevant Product has been dispatched.

3. USE OF THE WEBSITE

3.1 The Website enables customers in India to browse, select and purchase Products offered for sale by Ethos.

3.2 The Website is intended for use in India and sales through the Website are restricted to customers and delivery addresses within India. We reserve the right to cancel or refuse orders that do not comply with applicable territorial or legal requirements.

3.3 You agree to use the Website only for lawful purposes and in accordance with these Terms.

3.4 You must not:

3.5 We reserve the right to restrict, suspend or terminate access to the Website where we reasonably believe that these Terms or applicable law have been breached.

4. ELIGIBILITY

4.1 You must be at least 18 years of age to place an Order through the Website and enter into a legally binding contract.

4.2 If you are below 18 years of age, you may use the Website only with the involvement and supervision of your parent or legal guardian.

4.3 By placing an Order, you represent that all information provided by you is true, accurate and complete.

5. PRODUCT INFORMATION AND AVAILABILITY

5.1 We make reasonable efforts to ensure that Product descriptions, images, specifications, colours, dimensions and other information displayed on the Website are accurate and up to date.

5.2 Product images are provided for illustrative purposes. Due to differences in screen settings, lighting, photography and other factors, the appearance of a Product on your device may vary slightly from the actual Product.

5.3 Product availability is subject to stock availability. Products may become unavailable due to stock shortages, allocation decisions, product launches or other operational circumstances.

5.4 We reserve the right to limit the quantity of Products that may be purchased by a customer.

5.5 For limited editions, special collections, exclusive Products or collaboration pieces, specific purchase limits may apply.

6. PRICES AND TAXES

6.1 All prices displayed on the Website are in Indian Rupees (INR) and are inclusive of applicable taxes unless expressly stated otherwise.

6.2 The price applicable to your Order will be the price displayed on the Website at the time the Order is placed, subject to correction of any manifest pricing error.

6.3 The selling price displayed on the Website will not exceed the applicable Maximum Retail Price (“MRP”) prescribed under applicable law and inclusive of applicable taxes.

6.4 Prices may be changed from time to time. Any change in price will not affect an Order that has already been accepted, except where required by applicable law or where the price displayed was the result of an obvious error.

7. PLACING AN ORDER

7.1 To place an Order, you must follow the ordering process available on the Website and provide the information requested, including billing, delivery and contact details.

7.2 When you place an Order, you are making an offer to purchase the selected Product(s) from Ethos.

7.3 Upon receiving your Order, we will send you an Order Confirmation acknowledging receipt of the Order. The Order Confirmation does not by itself constitute acceptance of the Order.

7.4 Your Order will be subject to Product availability, successful payment, completion of any applicable verification requirements and our acceptance of the Order.

7.5 We reserve the right to refuse or cancel an Order where, among other things:

7.6 Where an Order is cancelled after payment has been received, the applicable amount will be refunded in accordance with our Return, Refund and Cancellation Policy and applicable law.

8. PAYMENT

8.1 Payment for Products purchased through the Website is collected by Ethos.

8.2 Payments are processed through the payment gateway made available on the Website. The payment gateway may be operated by a third-party payment service provider engaged by Ethos.

8.3 The Website does not require RIMOWA to collect, hold or process your payment. Payment flows are directed to Ethos in its capacity as seller of record.

8.4 You agree to provide valid and accurate payment information and to comply with all applicable requirements relating to the payment method selected by you.

8.5 For Orders meeting the applicable threshold under Indian law or Ethos's verification requirements, additional identity or KYC verification may be required before payment can be completed.

8.6 Under the current e-commerce framework, KYC verification is mandatory for Orders of ₹2,00,000 or more. Such verification is managed by Ethos and must be successfully completed before the payment can proceed.

9. ORDER CONFIRMATION AND CONTRACT OF SALE

9.1 The contract of sale for the Product(s) ordered by you is between you and Ethos.

9.2 An Order Confirmation confirms that we have received your Order. It does not constitute acceptance of the Order.

9.3 We will confirm acceptance of your Order through the applicable dispatch or Shipment Confirmation communication.

9.4 If an Order is dispatched in multiple shipments, separate contracts of sale may arise in respect of the Products specified in each applicable Shipment Confirmation.

10. DELIVERY AND SHIPPING

10.1 Ethos is responsible for fulfilment and delivery of Products purchased through the Website.

10.2 Products will be dispatched to the delivery address provided by you at the time of placing the Order.

10.3 We will use reasonable efforts to dispatch Orders within the applicable service levels communicated on the Website or otherwise communicated to you.

10.4 Delivery timelines are estimates unless expressly stated otherwise and may be affected by circumstances beyond our reasonable control, including logistical disruptions, natural events, regulatory restrictions or other force majeure events.

10.5 You are responsible for ensuring that the delivery address and contact details provided by you are complete and accurate.

10.6 Where a delivery is delayed or cannot be completed due to incorrect or incomplete information provided by you, we may contact you to arrange an alternative delivery.

11. INSPECTION ON DELIVERY

11.1 You should inspect the Product and its packaging upon delivery.

11.2 If the Product received by you is damaged, defective, incorrect or materially different from the Product ordered, you should contact our Customer Service team as soon as reasonably practicable and provide the relevant Order details and supporting information, including photographs and videos where requested.

11.3 Any claim relating to damage, defect, incorrect Product or other delivery issue will be reviewed in accordance with applicable law and our applicable Return, Refund, Repair and Cancellation Policy.

12. RETURN, REFUND, REPAIR AND CANCELLATION

12.1 Returns, cancellations and refunds for Products purchased through the Website are handled by Ethos.

12.2 Your rights in relation to returns, cancellations and refunds are set out in our Return, Refund, Repair and Cancellation Policy, as published on the Website.

12.3 Where a return is approved, Ethos will coordinate the applicable reverse logistics, Product inspection and refund process.

12.4 Refunds, where applicable, will be processed in accordance with the Returns, Refunds and Repairs Policy and applicable law.

12.5 The availability and conditions of a return may vary depending on the Product, nature of the issue and applicable legal requirements. Please refer to the Return, Refund, Repair and Cancellation Policy before initiating a return.

13. WARRANTY AND AFTER-SALES SERVICE

13.1 RIMOWA Products are covered by the applicable RIMOWA warranty terms communicated with or applicable to the relevant Product.

13.2 Ethos is responsible for handling warranty claims and after-sales interactions relating to Products purchased through the Website.

13.3 Warranty claims may be subject to inspection and verification of the Product and compliance with the applicable RIMOWA warranty terms.

13.4 Nothing in these Terms limits or excludes any statutory rights or remedies available to you under applicable law.

14. CUSTOMER SERVICE

14.1 Ethos provides customer service for purchases made through the Website, including assistance relating to:

14.2 You may contact our dedicated client care team at:

Email: client.care@ethoslifestyle.in
Telephone:+91 8796613891
Customer Service Hours:Monday-Friday, 10:00 – 18:30 hours

15. COMMUNICATIONS

15.1 By providing your contact details and using the Website, you agree that we may communicate with you regarding your Orders, payments, deliveries, returns, warranty claims, customer service requests and other transactions.

15.2 Subject to your consent and applicable law, we may also communicate with you regarding RIMOWA products, services, events, offers and other marketing or promotional activities.

15.3 You may opt out of marketing or promotional communications at any time by following the unsubscribe or opt-out instructions provided in the relevant communication.

15.4 Opting out of promotional communications will not affect essential communications relating to your Orders or transactions.

16. PERSONAL DATA AND PRIVACY

16.1 Your personal data will be collected and processed in accordance with applicable data protection and privacy laws and our Privacy Policy.

16.2 For activities relating to browsing and other pre-purchase interactions on the Website, RIMOWA may process personal data in accordance with the applicable Privacy Policy of RIMOWA.

16.3 Ethos acts as the data fiduciary, once you initiate checkout, for personal data processed in connection with the transaction, including order placement, payment, fulfilment, delivery, returns and after-sales interactions.

16.4 RIMOWA may process relevant transactional personal data as a data processor on behalf of Ethos for the purpose of providing the e-commerce infrastructure and related services.

16.5 For further information regarding the collection, use, storage, sharing and processing of your personal data, please refer to our Privacy Policy.

17. INTELLECTUAL PROPERTY

17.1 RIMOWA, its affiliates and/or its licensors own or have the relevant rights to the trademarks, logos, designs, photographs, text, graphics, product information, videos and other content made available on the Website (“Website Content”).

17.2 Nothing in these Terms grants you any ownership rights in the Website Content or any RIMOWA intellectual property.

17.3 You may use the Website and Website Content solely for personal, non-commercial purposes and for browsing and purchasing Products through the Website.

17.4 You must not copy, reproduce, modify, distribute, publish, commercially exploit or otherwise use Website Content without the prior written consent of the relevant rights holder.

18. THIRD-PARTY SERVICES AND LINKS

18.1 The Website may contain links to or integrations with third-party websites, applications, payment service providers, logistics providers or other services.

18.2 Third-party services may be subject to their own terms and privacy policies. We are not responsible for the content or policies of third-party websites except to the extent required by applicable law.

18.3 Payment processing may be carried out through a third-party payment service provider. Your use of such payment services may also be subject to the provider's applicable terms.

19. FRAUDULENT AND UNAUTHORISED TRANSACTIONS

19.1 We reserve the right to cancel or refuse Orders where we reasonably suspect fraud, unauthorised use, payment irregularities or other unlawful activity.

19.2 We may suspend or terminate accounts or restrict access to the Website where fraudulent or unlawful activity is detected or reasonably suspected.

19.3 We may take appropriate legal action in respect of fraudulent, unauthorised or unlawful use of the Website.

20. DISCLAIMER

20.1 We make reasonable efforts to ensure that information on the Website is accurate and current. However, to the extent permitted by applicable law, we do not warrant that all Website Content will always be complete, accurate, current or error-free.

20.2 The Website and its technical functionality may occasionally be unavailable due to maintenance, upgrades, technical issues or circumstances beyond our reasonable control.

20.3 Nothing in these Terms excludes, restricts or limits any warranty, condition, right or remedy that cannot lawfully be excluded, restricted or limited under applicable law.

21. LIMITATION OF LIABILITY

21.1 To the maximum extent permitted by applicable law, Ethos shall not be liable for any indirect, incidental, special or consequential loss arising from your use of the Website or purchase of Products.

21.2 Nothing in these Terms shall exclude or limit liability that cannot lawfully be excluded or limited under applicable law.

21.3 Nothing in these Terms shall affect any statutory consumer rights or remedies available to you under applicable law.

22. INDEMNITY

To the extent permitted by applicable law, you agree to indemnify and hold harmless Ethos, its affiliates, officers, employees, agents and representatives from claims, losses, liabilities and reasonable costs arising from your unlawful use of the Website, fraud, violation of these Terms or infringement of third-party rights caused by your acts or omissions.

23. FORCE MAJEURE

We will not be responsible for any delay or failure in performing our obligations where such delay or failure results from circumstances beyond our reasonable control, including natural disasters, acts of government, regulatory restrictions, war, civil unrest, strikes, epidemics, failures of telecommunications or technology infrastructure, or significant logistics disruptions.

24. CHANGES TO THESE TERMS

24.1 We may amend or update these Terms from time to time to reflect changes in our services, Website functionality, applicable law or other operational requirements.

24.2 The updated Terms will be published on the Website with the applicable effective or updated date.

24.3 The Terms applicable to an Order will be the Terms in force at the time the Order is placed, except where a change is required by law or a competent authority to apply retrospectively.

25. GOVERNING LAW AND JURISDICTION

These Terms, your use of the Website and all transactions concluded through the Website shall be governed by the laws of India.

Subject to any mandatory rights available to consumers under applicable law, the court in Chandigarh, India shall have jurisdiction over disputes arising out of or in connection with these Terms or any transaction concluded through the Website.

26. GRIEVANCE REDRESSAL

In accordance with applicable law, if you have any grievance relating to the Website, Products purchased through the Website, customer service or the processing of your information, you may contact our Grievance Officer:

Grievance Officer:Sushil Aggarwal
Grievance Officer Email: sushil.aggarwal@ethoswatches.com

We will endeavour to address grievances within the timelines prescribed under applicable law.

27. SEVERABILITY

If any provision of these Terms is held to be invalid or unenforceable by a competent authority or court, that provision shall be deemed severable and the remaining provisions shall continue in full force and effect.

28. WAIVER

Any failure by us to enforce any provision of these Terms shall not constitute a waiver of our right to enforce that provision subsequently.

29. ENTIRE AGREEMENT

These Terms, together with the Applicable Policies and any other terms expressly incorporated by reference, constitute the terms governing your use of the Website and your purchase of Products through the Website.

If there is any inconsistency between these Terms and a specific policy applicable to a particular service or transaction, the specific policy shall prevail to the extent of that inconsistency.

30. CONTACT US

For questions relating to your Order, Product, delivery, return, refund, warranty or after-sales service, please contact:

RIMOWA India Customer Service
Operated by Ethos Lifestyle Private Limited
Email: client.care@ethoslifestyle.in
Telephone:+91 8796613891
Hours:Monday-Friday, 10:00 – 18:30 hours

For grievances:
Grievance Officer:Sushil Aggarwal
Grievance Officer Email: sushil.aggarwal@ethoswatches.com

RETURN, REFUND, REPAIR AND CANCELLATION POLICY

1. RETURNS

1.1 Eligibility for Return

Subject to the terms of this Policy, a Product purchased through the Website may be eligible for return within 14 days from the date of delivery.

To be eligible for a return, the Product must:

Products that have been used, damaged, altered or otherwise not maintained in their original condition may not be eligible for return, except where the return relates to a manufacturing defect, damage during delivery, incorrect Product or another circumstance covered by applicable law.

1.2 Non-Returnable Products

Certain Products may not be eligible for return where they have been:

This does not affect any statutory rights or remedies available to you in relation to defective, damaged or non-conforming Products.

2. HOW TO REQUEST A RETURN

To request a return, please contact RIMOWA India Customer Service using the contact details provided below.

You may be asked to provide:

Once your request has been reviewed, Customer Service will confirm whether the Product is eligible for return and provide the applicable return instructions.

Please do not ship a Product back without receiving return instructions from Customer Service.

3. RETURN COLLECTION AND SHIPPING

Where a return is approved, Ethos will coordinate the applicable return collection or shipping process.

The Product should be securely packed, preferably using its original packaging.

For approved commercial returns, the applicable shipping arrangements and any associated costs will be communicated to you at the time your return is approved.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a Product that is:

please contact Customer Service as soon as reasonably practicable after delivery.

We may request photographs, videos, packaging details or other information to assess the issue.

Following assessment, the appropriate resolution may include:

Nothing in this Policy limits any statutory rights or remedies available to you under applicable law.

5. REFUNDS

5.1 Where a refund is approved, Ethos will process the refund to the original payment method used for the purchase, unless otherwise required or permitted by applicable law.

5.2 The refund will generally correspond to the amount actually paid for the Product being returned.

5.3 Refunds will be processed within the timelines prescribed under applicable law and may be subject to the processing timelines of the relevant bank, card issuer or payment service provider.

5.4 Once a refund has been initiated by Ethos, the time taken for the amount to be credited to your account may vary depending on your bank or payment service provider.

5.5 Where an Order is cancelled by Ethos before dispatch, any amount already paid for the cancelled Order will be refunded in accordance with this Policy and applicable law.

6. ORDER CANCELLATION

6.1 You may request cancellation of an Order by contacting Customer Service.

6.2 A cancellation request can only be processed where the Order has not yet been dispatched.

6.3 Once an Order has been dispatched, cancellation may no longer be possible. In such circumstances, you may contact Customer Service regarding the applicable return process.

6.4 We may cancel an Order where, among other circumstances:

Where we cancel an Order after payment has been received, the applicable amount will be refunded.

7. REPAIRS AND AFTER-SALES SERVICE

7.1 Repair Requests

If your RIMOWA Product requires repair or after-sales assistance, please contact RIMOWA India Customer Service.

You may be required to provide:

7.2 Assessment

All repair requests are subject to assessment by the relevant RIMOWA/Ethos service team.

Following assessment, we will advise you of the applicable repair solution and, where relevant, any applicable costs before proceeding with the repair.

7.3 Warranty Repairs

Where a Product is covered by an applicable RIMOWA warranty and the reported issue falls within the scope of that warranty, the repair will be handled in accordance with the applicable RIMOWA warranty terms.

7.4 Non-Warranty Repairs

Where a repair is not covered by the applicable RIMOWA warranty, you may be responsible for the applicable repair costs.

Any applicable repair charges will be communicated to you before the repair is undertaken.

8. SHIPPING COSTS FOR REPAIRS

For Products submitted for repair, the customer will ordinarily be responsible for the applicable shipping and return transportation costs associated with the repair process.

However, where a repair case is escalated due to an unsatisfactory customer experience, Ethos, as part of the resolution of the case, arrange and bear the applicable shipping and repair-related costs.

Any such arrangement will be determined on a case-by-case basis following review of the circumstances.

9. REPAIR PROCESS

Once a Product has been received for repair:

  1. The Product will be inspected by the relevant service team.
  2. The reported issue will be assessed.
  3. Where applicable, the customer will be informed of the proposed repair.
  4. Upon approval, the repair will be undertaken.
  5. The Product will be returned to the customer following completion of the repair.

Repair timelines may vary depending on the nature of the repair, availability of parts, location of the service facility and other operational circumstances.

10. WEAR AND TEAR AND MISHANDLING

Damage resulting from wear and tear, accidental damage, misuse, improper handling or other circumstances which not repairable may not qualify for a warranty repair.

11. RETURN VS. REPAIR

For clarity:

Return:A request to return an eligible Product following purchase, subject to the applicable return conditions.

Refund:The reimbursement of an amount paid for a Product where a refund has been approved.

Repair:A service provided to restore or address an issue with a Product. A repair request does not automatically entitle the customer to a refund.

Where a Product is defective, damaged, incorrect or otherwise not in conformity with the Order, Ethos will determine the appropriate remedy in accordance with applicable law and the circumstances of the case.

12. INSPECTION OF RETURNED PRODUCTS

All returned Products may be inspected upon receipt.

A refund will be processed after the Product has been received and the applicable return conditions have been verified.

If a Product does not satisfy the applicable return conditions, the return may be rejected, and the Product may be returned to the customer.

This inspection process does not affect statutory rights relating to defective, damaged or non-conforming Products.

13. FRAUDULENT OR ABUSIVE RETURNS

Ethos reserves the right to investigate and, where reasonably justified, refuse or restrict a return request where we suspect:

This does not affect any statutory rights available to consumers under applicable law.

14. CUSTOMER SERVICE

For all return, refund, cancellation, repair and after-sales queries:

RIMOWA India Customer Service
Operated by Ethos Lifestyle Private Limited
Email: client.care@ethoslifestyle.in
Telephone:+91 8796613891
Customer Service Hours:Monday-Friday, 10:00 – 18:30 hours

Please have your Order number and proof of purchase available when contacting Customer Service.

15. GRIEVANCE REDRESSAL

If you have a grievance regarding a return, refund, repair, cancellation or any other matter covered by this Policy, you may contact:

Grievance Officer:Sushil Aggarwal
Grievance Officer Email: sushil.aggarwal@ethoswatches.com

We will endeavour to address grievances within the timelines prescribed under applicable law.

16. CHANGES TO THIS POLICY

We may amend this Policy from time to time to reflect changes in our Products, services, operations or applicable law.

The Policy applicable to an Order will generally be the version in effect at the time the Order was placed, unless otherwise required by applicable law.

17. GOVERNING LAW

This Policy shall be governed by the laws of India.

Nothing in this Policy shall exclude, restrict or limit any consumer rights or remedies that cannot lawfully be excluded or limited under applicable law.