1. Lulu Happiness Loyalty & Rewards 

Lulu Happiness Loyalty & Rewards is a reward program (hereinafter referred to as “Program”) operated by Lulu International Shopping Malls Private Limited and Lulu India Shopping Mall Private Limited (hereinafter referred to as “Lulu”). This Program is applicable from 17th day of October 2023 and will be valid until its terminated/cancelled. Membership and participation in this Program are optional. A member registered with the program is deemed to have read the terms and conditions of the program along with the privacy policy and agrees to comply with the same.  After registration, the Members will earn Reward Points when valid purchases are made at participating Lulu Celebrate, Lulu Fashion, Lulu Hypermarket & Lulu Connect (hereinafter referred to as “Lulu Outlets”), and other Non-Lulu outlets inside Lulu Malls across India. The terms and conditions relating to the membership, earning and redeeming of points under this Program and its benefits are offered at the sole discretion of Lulu and Lulu has every right to modify, vary or change the terms and conditions from time to time without notification.

2. Eligibility:

Any person can sign up for the Program provided if he/she is competent to enter into a contract as per Indian Contract Act, 1872.

3. Program Categories and Its Features:

Tiers: The program comprises of 2 Tiers namely Joy and Bliss. On registration with the Program, the Member enters into Joy Tier. The Member continues to be in Joy Tier till the annual spent in Lulu Outlets is below Rs.30,000/-. The Member is upgraded to Bliss Tier if the annual spent is above Rs.30,000/- at Lulu Outlets. Annual spend is the amount spent by the Member for each year from the date of registration. The amount spent by Member in more than one year cannot be combined or carried forward to the next year to calculate the annual spend. The Member will be able to use the bliss benefits on next purchase following the purchase which qualifies him to bliss tier. The membership to Bliss Tier is only for the spent at Lulu Outlets only.

Point System:

A) “Smile” Points.

i. The member who purchases from Lulu Outlets will earn “Smile points” based on their tiers for every eligible spend. For more information on the “Smile points” reward point, please visit the link www.luluhappiness.in.

ii. For the purchase from Lulu Fashion Stores, Smile points will be earned, only in the following categories: -

i) Textiles, ii) Home Furnishing, iii) Footwear, iv) Luggage, v) Jewellery, vi) Ladies Bags & Accessories, vii) Toys viii) watches ix) Sports & Fitness, x) Eye Wear, xi) Blush. 

B) “Cheer” Points.

The member who purchases from non-Lulu outlets inside Lulu Malls across India will earn “Cheer points” for every eligible spend. For every Rs.100 spent on Non-Luxury Stores, the member earns 10 “Cheer points”. For every Rs.1000 spent on Luxury Stores, the member earns 10 “Cheer points”. The Conversion rate of 10 “Cheer points” = Rs.1. “Cheer points” has a validity of 1 Year from the date of accumulation for both JOY and BLISS Tier customers. The luxury stores in the Lulu malls are as per the below table:

4.  Conditions Pertaining to Program.

For Smile points (Lulu Outlets):

i. The Smile points get accumulated in the Member account if the member completes the purchase using the registered mobile number in the bill counter. Upon accumulation of the Smile points, the member can redeem the reward points against the spent in Lulu outlets by providing the registered mobile number. The rewards points are subject to change as per the ongoing promotions/offers and events.

ii. On registration with the Program, the Member enters the joy tier, and the member will be upgraded to Bliss tier when the annual spend is Rs. 30, 000/- and more.

iii. On eligible spent at Lulu Outlet, the tier evaluation will happen within a day, and account will be upgraded to Bliss if the annual spend is Rs.30,000/- or more. The tier will get further evaluated after 365 days from the tier upgradation date based on the amount spent during the said period. The Bliss tier will be downgraded to Joy tier if the member fails to maintain a minimum spent of Rs. 30,000/- from Lulu Outlets on the next date of evaluation. The Member will be upgraded to Bliss again if the annual spend from the down-gradation date is Rs.30,000/- or more.

iv.  The member’s mobile number should be presented to the cashier or authorized personnel before billing or completion of transaction to earn Points, failing which points will not be credited and LULU shall not be responsible for the same. Member shall be solely responsible to ensure that Points and transactions are properly credited by the Store representative. No requests for retro-credit, i.e. No Manual credit request of points of past bills will be entertained.

v. The Smile Points accrued while the member is in JOY tier will expire after 1 year from the date of earning and The Smile Points accrued while the member is in BLISS tier will expire after 2 year from the date of earning. All bonus Smile Points accrued to have a limited validity as per the bonus campaign. Bonus points issued as part of Birthday bonus will have a validity of 6 months.

vii. The order of points redemption from points wallet is based on nearest date of expiry.

For Cheer points (Non-Lulu Outlets):

i. The Member should upload the clear copy of the bill/invoice capturing the invoice number, date, amount and shop name within 15 days from the date of billing in the Lulu Happiness App to accrue Cheer points. Delivery memos will not be considered for Cheer points.

ii. If any bill/invoice gets rejected the same will be reflected on the webpage/App and the member has to re-submit the bill/invoice.

iii. The Cheer points accumulated can be redeemed through vouchers and coupons.

iv. The member can collect vouchers and coupons from the loyalty desk in the respective Lulu Malls upon selecting the same for redemption from the Lulu Happiness App.

v. The Member has to collect the Vouchers/Coupons within seven days from the date of selection for redemption. If the member fails to collect the voucher/coupon within 7 days, the selection for redemption will be cancelled automatically and the selected Cheer points will be reflected back on the App.

vi. If a member selects for redemption of the voucher/Coupon which is having expiry of less than 7 days, it should be collected on or before the expiry date.

vii. The Member can redeem the Cheer points through vouchers/Coupons from all Lulu Malls located in different parts of the country. However, redemption of the voucher/coupon should be done at the respective Mall from which the vouchers/coupons are offered.

viii. It is the responsibility of the Member to carefully select the Mall for voucher/coupon redemption. Once, a voucher/coupon is redeemed from a specific Mall, it cannot be transferred to another Mall or Account. The Mall selected for redemption by the Member shall be final and cannot be revoked.

ix. Member shall check the expiry date and terms and conditions of each Vouchers/Coupons which are redeemed. Lulu shall not be responsible for any disputes regarding the expiry of such Vouchers/Coupons.

x. The Member who has redeemed Cheer points should carefully review the brand Terms & Conditions before getting the vouchers/coupons from the loyalty desk with respect to the program. If not, Lulu shall not be responsible for any issues arising out of this.

xi. The method of allotment of the Cheer points can be cancelled/changed at any point of time at the sole discretion of Lulu. Vouchers/Coupons dispersal is at the sole discretion of Lulu and valid till the stocks are available.

xii. Once vouchers are redeemed and issued, they become the sole responsibility of the customer. In case of loss, damage, or misplacement of the vouchers, no reissue will be provided, and the redeemed points will not be refunded.

xiii. The Cheer points will expire after 1 year from the date of earning. All bonus Cheer Points accrued to have a limited validity as per the bonus campaign. Bonus points issued as part of Birthday bonus will have a validity of 6 months

 xiv. Smile points and Cheer points cannot be clubbed or transferred.

                     xv.    No points will be awarded for Jewellery purchase with jewellery exchange.

            xvi.   A customer can redeem only 3 Cheer vouchers in a single day.

            xvii. The order of points for redemption from points wallet is based on nearest date of expiry.

Other terms:

i. Reward points will not be inclusive or be a part of any Foreign Exchange/Money Exchange transactions through Forex Outlets.

ii. Lulu may conduct promotional activities from time to time. Such campaigns are subject to terms and conditions specific to it.

iii. Members are advised to retain all bills until credit of Points. Members are advised to check immediately after billing that their name and points is reflected.

iv. Gifts, Rewards & Prizes are not eligible for exchange and refund.

v. Any Bills/Invoices purchased from Non-Lulu Outlets, which are uploaded to the Lulu Happiness App should always contain Bill/Invoice date & number, Amount and Shop Address. The Bills/Invoices which does not reflect the aforesaid shall be rejected and will not be rewarded with Points. Lulu will not accept any bills of other Retail Stores Located outside the premises of Lulu Malls.

vi. The Program/terms and conditions is subject to amendments and alterations at the sole discretion of Lulu without any prior notification. The Lulu Happiness Desk will be functional from 10 AM to 10 PM (Monday to Sunday).

vii. Offers and Vouchers/Coupons will keep changing as per availability.

viii. Lulu reserves the right to add, alter, modify, change, vary or delete all or any of these terms and conditions (including the timing/dates/hours), wholly or in part, at any time, without assigning any reason whatsoever at any point of time and without giving any prior notice and the Member agrees to abide by such additions, alterations, modifications and changes. Lulu reserves the right to discontinue/suspend existing Happiness Program temporarily or permanently.

ix. Bills/Invoices that of Company purchase/institutional purchase which have GST benefits are not eligible for Cheer points and Smile points. If any company/institutional purchase Invoice/Bill that have GST benefits are identified, Lulu has the right to cancel/block the account or reverse/reduce the Cheer points/Smile points accumulated in the account of Member without any prior notice. Lulu Happiness Program is solely based on personal purchase and member can accumulate/ redeem Cheer points/Smile points only on points earned from these Invoice/Bill submissions. No Points shall be credited if the membership is used by an institution/ organization/ reseller/ bulk buyer for purchase of goods or services.

x. Membership to Lulu Happiness Program confirms and affirms acceptance of all the terms & conditions herein by the Member without demur.

xi. Lulu’s liability shall be limited to the extent of the then current value of outstanding Smile points and Cheer points standing to the credit of Member as per the record maintained by Lulu. In no event shall Lulu be liable for any special, indirect or consequential damages or any damages whatsoever resulting from use of the Lulu Happiness App or website, whether in an action of contract, negligence or other tortious action.

xii. Lulu reserves the right to terminate the Membership of any member at its discretion.

xiii. Lulu will not be responsible for any loss of Points due to misuse of member’s mobile number or loyalty ID.

xiv. LULU’s computation of Points in the Program shall be final and binding on member and member shall not raise any dispute or question in respect of the same.

xv. For Birthday Month Surprises, Member will have to update the Date of Birth at least 45 days prior to his/her birthday for availing the benefits.

xvi. Purchase on gift card will not accrue any points.

5. Intellectual Property Rights

The Member acknowledges that access to this platform does not confer and shall not be considered as conferring upon any one any license under any of Lulu’s or any third party’s intellectual property rights. Lulu expressly reserves all intellectual property rights in all texts, programs, processes, technology, content and other materials which appear on the platform.

All rights including trademarks, copyright, designs and patents on this platform is owned by Lulu.

Any use of this platform or its contents including copying or storing it either in whole or in part, is prohibited without the permission of Lulu.

The names and logos and all related products and service names of Lulu, design marks and slogans are the service marks of Lulu.

Lulu is not responsible for content of any third party sites and does not make any representation regarding the content or accuracy of materials on such sites. Customers deciding to link to any such third party websites are doing entirely at their own risks.

6. Objectionable Material

While all IT security measures are taken to ensure wholesome and socially acceptable content are available on Lulu platform, notwithstanding the best efforts the customer understands and accepts the risk that while using this platform or any services provided on this platform, one may encounter Content that may be deemed by some to be offensive, indecent, or objectionable, which Content may or may not be identified as such.

Lulu and its affiliates shall have no liability to Customer for Content that may be deemed offensive, indecent, or objectionable to you.

7. Representations & Warranties with respect to physical gift items

i. Lulu cannot be held responsible for any defect including manufacturing defects in the products given as physical gift items.

ii. The product needs to be verified/checked at the desk before redeeming your loyalty points in exchange of the product.

iii. Lulu has the authority to determine the value of the product in terms of Loyalty points which could be subject to alteration as per the discretion of the Lulu Management.

iv. The Loyalty Product cannot be exchanged for cash or credit note.

v. Lulu does not guarantee that the product is defect free. Lulu will be the sole custodian of the products and the products will be issued on a “first come first serve” basis.

8. Indemnity

The Member agrees to defend, indemnify and hold harmless Lulu, its employees, directors, officers, agents and their successors and assigns from and against any and all claims, liabilities, damages, losses, costs and expenses, including attorney's fees, caused by or arising out of claims based upon Member’s actions or inactions, which may result in any loss or liability to Lulu or any third party including but not limited to breach of any warranties, representations or undertakings or in relation to the non-fulfilment of any obligations under this Terms & Conditions or arising out of violation of any applicable laws, regulations including but not limited to Intellectual Property Rights, payment of statutory dues and taxes, claim of libel, defamation, violation of rights of privacy or publicity, loss of service to other subscribers and infringement of intellectual property or other rights.

This clause shall survive the expiry or termination of this Terms & Conditions.

9. Disputes, Governing Law & Jurisdiction

i. In case of any dispute arising in respect of the membership of Lulu Happiness or the reward points the same shall be brought to the notice of Grievance Officer of Lulu, within 7 (Seven) working days from the occurrence thereof. The grievance redressal officer is given below:

Lulu Group India Head Office.

37/2907A, NH66, Edappally

Ernakulam, 682024, Kerala, India.

SHRAVAN K M

Email: support@mail.luluhappiness.in

ii. If disputes are not resolved through mutual discussions, then such disputes shall be referred to a Sole Arbitrator appointed mutually by the Parties under the provisions of Arbitration and Conciliation Act, 1996. The arbitration proceeding shall be conducted in English language. The seat and venue of Arbitration shall be Ernakulam.

iii. All disputes regarding the Program shall be governed and constructed by the Indian Laws and, subject to Arbitration clause, the Courts in Ernakulam alone shall have exclusive Jurisdiction in all matters arising out of and concerning this Terms & Conditions, to the exclusion of all other locations.

10. Lulu’s Privacy Policy

At Lulu, we take your privacy seriously. This Data Privacy Notice explains how we collect, use, share, and protect your personal information when you visit our website or use our services. By using our website or services, you consent to the practices described in this notice.

The Customer hereby explicitly and unambiguously consents to the collection, use and transfer, in electronic or other form, of the Customer’s personal data, Phone Number, Email Id and any other materials as applicable as follows:

i. Information We Collect

We may collect the following types of personal information:

Contact Information: Such as your name, email address, phone number, and shipping address.

Payment Information: Including your credit card number, billing address, and other payment details. Please note that we do not store your payment information on our servers.

Account Information: If you create an account with us, we may collect information related to your account, such as login credentials and order history.

Usage Information: We may collect information about your interactions with our website, such as the pages you visit, the products you view, and your browsing behaviour.

Communication Information: If you contact our customer support or subscribe to our newsletter, we may collect information related to your inquiries or preferences.

ii. How We Use Your Information.

We use your personal information for the following purposes:

Order Processing: To fulfil your orders, process payments, and deliver products or services.

Customer Support: To provide customer support and address your inquiries or concerns.

Marketing and Communication: To send you promotional offers, newsletters, and updates about our products and services, with your consent.

Analytics: To improve our website and services by analysing user behaviour and preferences.

iii. Sharing Your Information

Sharing Your Information

Service Providers: Third-party service providers who help us process payments, full fil orders, and provide other services

Legal Requirements: When required by law or to protect our rights, safety, or the safety of others.

iv. Your Choices

You have the following rights regarding your personal information:

Access and Correction: You can access and update your personal information by logging into your account.

Withdrawal of Consent: You can withdraw the consent given at any time. After the consent is being withdrawn you can ask to cease the processing of data and also to erase your personal data.

Marketing Preferences: You can opt out of marketing communications or withdraw your consent at any time by following the unsubscribe instructions provided in our emails/SMS.

v. Data Security

We use industry-standard reasonable security measures to protect your personal information from unauthorized access or disclosure.

vi. Changes to this Notice

We may update this Data Privacy Notice from time to time to reflect changes in our practices or for legal reasons. The updated notice will be posted on our website with a revised effective date.

vii. Contact Us/Grievance Redressal Mechanism.

If you have questions or concerns about this Data Privacy Notice or our data practices or to raise any complaint, please contact our Data protection Officer or us at [Contact Information].

Name: Shravan km

Email: care@luluindia.com

Phone Number: 9778995248

If the grievance is not redressed, you may make a complaint to the Data Protection Board of India established by Central Government.

Partnerships

v KrisFlyer Miles (Smile Point Conversion)

1.  Partnership Overview

LuLu Happiness has partnered with KrisFlyer, the frequent flyer programme of Singapore Airlines, to allow eligible members to convert LuLu Happiness Smile Points into KrisFlyer miles.

2. Eligibility

o This offer is available only to registered LuLu Happiness members.

o Members must have a valid and active KrisFlyer membership to convert Smile Points into KrisFlyer miles.

o Both memberships must be in the same individual’s name.

3. Conversion Ratio

o The conversion rate is 40 LuLu Happiness Smile Points = 1 KrisFlyer mile.

o Conversion rates are subject to change at the sole discretion of LuLu Happiness and/or KrisFlyer, with prior notice where applicable.

4. Redemption Limits

o Minimum conversion per transaction: 10 KrisFlyer miles.

o Maximum conversion per transaction: 750 KrisFlyer miles.

o Daily or monthly conversion limits may apply as communicated on the LuLu Happiness App or website.

o      The maximum number of Smile Points that may be converted into KrisFlyer Miles by an Eligible Person in a calendar year in aggregate shall be 8,00,000.

5. Conversion Process

o Smile Points can be converted only through the LuLu Happiness App or official website.

o Members must link their KrisFlyer membership number before initiating a conversion.

o Once converted, Smile Points will be deducted immediately from the member’s LuLu Happiness account.

6. Irreversibility of Conversion

o All conversions are final and irreversible.

o Converted Smile Points cannot be refunded, reversed, or exchanged for cash or other rewards.

7. Miles Crediting Timeline

o KrisFlyer miles will be credited to the member’s KrisFlyer account within 7–14 working days from the date of successful conversion.

o LuLu Happiness shall not be responsible for delays caused by system issues or third-party processing.

8. Use and Expiry of KrisFlyer Miles

o The accrual, use, and expiry of KrisFlyer miles are governed by the KrisFlyer Terms and Conditions.

o Members are advised to review KrisFlyer’s programme rules on the official KrisFlyer website.

9. Account Accuracy

o Members are responsible for ensuring that their KrisFlyer membership number and personal details are accurate.

o LuLu Happiness shall not be liable for miles credited to an incorrect or inactive KrisFlyer account due to incorrect information provided by the member.

10. Eligible Transactions

o Smile Points earned from eligible purchases at participating LuLu retail outlets in India qualify for conversion.

o Points earned through goodwill adjustments, refunds, or disputed transactions may not be eligible for conversion.

11. Suspension or Termination

o LuLu Happiness reserves the right to suspend or terminate this partnership, in whole or in part, without prior notice in case of misuse, fraud, or technical issues.

o Any changes will be communicated through official LuLu Happiness channels.

12. Modification of Terms

o LuLu Happiness reserves the right to modify these Terms & Conditions at any time.

o Continued participation in the conversion programme constitutes acceptance of the revised Terms & Conditions.

13. Limitation of Liability

LuLu Happiness and Singapore Airlines shall not be responsible or liable for any indirect, incidental, consequential, or special loss, damage, cost, or inconvenience arising out of or in connection with the use, non-use, inability to use, delay in use, or redemption of KrisFlyer miles in relation to the relevant transaction. Any liability, if at all arising, shall be strictly limited to the specific transaction in respect of which the claim is made and shall not extend to any other transaction, period, or arrangement.

14. Governing Law & Jurisdiction 

 These Terms & Conditions shall be governed by and construed in accordance with the laws of   India & the Courts in Ernakulam alone shall have exclusive jurisdiction in all matters/disputes arising out of and concerning this agreement, to the exclusion of all other locations.