Terms Of Use

                                 CARLTON LONDON

                        Terms of Use, Service and Sales


Welcome to carltonlondon.co.in , an ecommerce website / platform brought to you by Carlton Retail Private Limited , hereinafter referred to as CARLTON or CARLTON LONDON or CL or CRPL or the Website or Site. We hope you enjoy shopping and visit us again. The ecommerce website / e-commerce platform displays and offer for sales the products under the brand name of CARLTON LONDON, CARLTON and CL under various categories. The sale of the product from the ecommerce website / platform is governed by the terms and conditions mentioned below. 'Carlton London' is a brand owned by Carlton Retail  Private Limited (CRPL)  and brings to you the latest fashion and styles from the high streets of London, UK. The products offered for sale on the website/ Site "carltonlondon.com" or “carltonlondon.co.in are offered for sales under the brand name Carlton London or Carlton or CL in India. Some of the Products offered are manufactured and supplied by the Licensees / Others which are mentioned in the contents and details of the Products, identified and hereinafter referred to as the Seller / the Vendor/ the Licensee as the case may be. The operations of the ecommerce platform / website / Site is under the supervision of CRPL. The Services and Products herein are offered by Seller/ Vendor/ Licensee of the brand CARLTON LONDON or CL or CARLTON. The Ecommerce platform / Website/ Site / CRPL is responsible for display and operations of the Website by Software, however for each service or Product offered is sold by a Seller/ Vendor/ Licensee of the particular category of the Product which is mentioned in the details of the category of each Product. For the purpose of these Terms of Use, wherever the context so requires "You" or "User" shall mean any natural or legal person who has agreed to access or become a buyer on this ecommerce platform / Website/ Site by providing personal data/ data/ details while registering on the ecommerce platform / Website/ Site as a Customer / An Account / a Registered User. The term "Carlton", “Carlton London” , “CRPL", “We” , “Us” , “Our” shall mean and apply to Carlton Retail Private Limited or the Seller/ the Vendor / the Licensee as the case may be and its affiliates. You undertake and confirm that you at your choice are visiting the Website/ Site without any prior condition posed or communicated by the Website/ Site and visiting the website / Site is in every manner is your own and personal decision as an Adult or an a parent or as a Legal Guardian as the case may be as mentioned above.

USE OF Ecommerce Website

You as the user or as the Customer visiting and accessing the ecommerce platform / Website / Site expressly agree that use of this ecommerce platform / Website/ Site at your sole risk. Neither Carlton Retail Pvt Limited or the Seller/ Vendor / Licensee or any of their affiliates offering the products or services nor any of its or their respective employees, agents, third party content providers, licensors or business partners warrant that this site will be uninterrupted or error free; nor do they make any warranty as to the results that may obtain from use of this site, or as to the accuracy or liability of any information, service or product / item/ Style or merchandise provided through this website / site. This Website / Site is provided on an as-is basis without warranties of any kind, either express or implied, including but not limited to warranties of title, or implied warranties of merchantability or fitness for a particular purpose, other than those warranties that are implied by and incapable of exclusion, restriction or modification under applicable law. Additionally, there are no warranties as to the results obtained from the use of this site. The ecommerce website grants to its valid registered customers a limited license to access and make personal use of the Site and services at sole decision and risk of the Customer or visitors to the Website/ Site. Use of the website is available only to persons who can form legally binding contracts under applicable laws of India. By accessing to the website you as the user(s) or as the Customer(s) ,  agreeing unconditionally to all terms and conditions of this website wherever mentioned and stated on this website for every Sales/ Purchase/ Services etc. offered by the website. You as the user or as the Customer, as the case may be, further agreeing to applicable Jurisdiction of Gurgaon, State of Haryana for any disputes arising out of such use or any transaction or communication of any kind in any manner whatsoever. You undertake, confirm and agree to provide as per your choice and without any compulsion your complete and true identity, Name , Age, address , email address(es)and contact details as required for use of the website. You undertake and confirm the Age entered by you is correct and you have entered it with responsibility and as per terms of the website. If you are an adult and above age of 18 years, you can access the website and make use of the website by yourself with due process of registration. If you are a minor i.e. under the age of 18 years but at least 13 years of age you may use this website only under the supervision of a parent or legal guardian who agrees to be bound by the Terms of use of the website. If your age is below that of 18 years your parents or legal guardians can transact on behalf of you if they are the registered users. Users under the age of 18 are prohibited for the use of website though under the Indian Contract Act, 1872 including un-discharged insolvents etc. You are not allowed to reproduce, modify, distribute, display any portion, distribute, publish any content or make any personal or commercial use of any of the information provided in the Website. You shall not distribute in any form, any information, or other material that violates, infringes the copyrights, patents, trademarks, trade secrets, logo, any other identity or other proprietary rights of any person. You are not allowed to republish, archive or retain any content on the internet, intranet, extranet, database, archive or compilation. You are not allowed to use any content for commercial use. You agree not to decompile, reverse engineer or disassemble any software or other products or processes accessible through the Website/ Site, and not to insert any code or product or manipulate the content in any way that affects the user's experience. You are not allowed to use the Website/ Site in any manner that is illegal or impairs the operation of the website/ Site or its availability or usage by others. You further agree not to use any data mining, bugs, viruses, malware, worms, trap doors, web crawlers, robots, cancel bots, spiders, Trojan horses, other harmful code of properties or any data gathering or extraction method in connection with your use of the website / Site. You are not allowed to make any use of the Website/ Site or any information available to you by accessing the Website / Site for the benefit of another business.


The use of Website / Site may require you to register an online account ("Account"), to enable you to access and use certain portions of this site or use certain services. There is no compulsion if you do not wish to register which means you do not wish to make any use or access the Website/ Site or its contents or products and services offered herein. When you choose to register to access, you shall provide Carlton London with true, accurate, complete and up-to-date identity for the purpose of Registration of your Account. Carlton London has no obligation to investigate the authorization or source of any such access or use of the Site. You are solely responsible for protecting the security and confidentiality of the password and identification assigned and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your identify, account or password.


Except for Content that is in the public domain, all Content, as well as the selection and arrangement of the Content, is owned by (or licensed to) Carlton London, its affiliates or suppliers and is protected by copyright, trade dress, trademark, unfair competition, and/or other laws and may not be used, copied or imitated in whole or in part except as expressly provided in these Conditions. Except as otherwise expressly provided in these Conditions, all rights in and to the Content are expressly reserved by Carlton London.


Carlton London / Website/ Site may at any time update or modify or change the Terms & Conditions of Use of the Website/ Site without any prior notification. You can access the latest version of the User Agreement at any given time on the Website/ Site. You should regularly check and review the Terms & Conditions on the Website/ Site whenever visiting the website before access or make use of the Website/ Site in any manner. In the event the modified Terms & Conditions is not acceptable to you, you should discontinue using the Website/ Site in any manner and particular for services or purchase of any products offered by the Website / Site. However, if you continue to visit or access or use the services offered by the website you shall be deemed to have unconditionally agreed to accept and abide by the modified Terms & Conditions of Use of this Website/ Site.


The Selling Price of the products as displayed / mentioned along with each Product on the Website / Site is inclusive of all Taxes such as VAT or GST as Applicable time to time. The applicable tax(es) such as VAT or GST charged shall depend upon the source of the Product from the where the product is dispatched and the destination where the order has to be delivered. The tax(es) applicable on Sale of the Product by Website/ Site to Customer will be paid by the Seller /company / vendor / licensee as the case may be , as applicable. The Name of the Seller / Vendor/ Licensee is mentioned on the Website/ Site for each category of the Product and the same will also be mentioned on the Invoice sent along with the Product dispatched to the Customer. The entity / company raising the Invoice of the Product or Services to the Customer will be referred to as the Company/ Seller/ Vendor/ Licensee as the case may be. You have made a note of same and now further agreed that the Company/ Seller/ Vendor / Licensee alone and solely responsible for the Services / Product sold to you as the Customer or user including all guarantees, warrantees, offers, replacement / return/ refund, size(s), colour(s), shape(s), contents, credentials, materials, specification etc. etc. mentioned  for the services / product being sold or sold. The Website / Site / CARLTON LONDON/ CRPL / CL is not responsible in any manner whatsoever for the Product / Services. In case of any dispute or any claim arising out of any purchase/ sales of products / services, you as the Customer or user to kindly notify the Seller/ Vendor/ Licensee / Company as mentioned in details of each Category or as particularly mentioned on the Invoice sent along with the Product / Services provided to you.   


Carlton London/ CRPL/ Website / Site reserves the right to recover the cost of goods, collection charges and lawyers fees from persons using the Website/ Site fraudulently in any manner. Carlton London/ CRPL/ Website / Site reserves the right to initiate legal proceedings against such persons for fraudulent use of the Site and any other unlawful acts or acts or omissions in breach of these terms and conditions. Carlton London/ CRPL/ Website / Site OR the Seller / Vendor/ Licensee of Products or Services shall not be responsible or to be asked to absorb any liability whatsoever in respect of any loss or damage arising directly or indirectly out of the decline or failure of authorization for any Transaction.


There are limited period “redeemable vouchers” or “Schemes”  which are issued by the Website/ Site/ CRPL or by the Seller/ Vendor/ Licensee , all referred to as “the Issuer” as the case may be , time to time which can be withdrawn / cancelled / extended by “the Issuer” as part of any campaign or scheme. The terms for these campaigns will be decided by the Website/ Site and / or by the Issuer, as the case may be, at the time of the campaign. You as the Customer and/ or as the user once accepting or receiving any such “Redeemable Vouchers” as per the Offer / Product/ Services is confirming having unconditionally accepted and abide by all the terms and conditions of the “Redeemable Vouchers” or “Scheme” as mentioned on the Website/ Site or as mentioned on the “Redeemable Voucher” and / or the Scheme. Any dispute or claim arising out of such “Redeemable Voucher” and/ or the Scheme(s) and / or  will be notified to “the Issuer” . The Website/ Site / CRPL operating the website / Site will not be held responsible in any manner whatsoever except for communicating and passing on the message / email / notice to “the Issuer” or the Seller/ Vendor/ Licensee having sold the Services/ Products and/ or the “Redeemable Voucher” and / or the Scheme.


You agree, understand and confirm that the credit card, debit card, UPI, Net Banking details provided by you or used by you for availing of services on the e-commerce platform/ Website/ Site, are always correct and accurate in every aspect and belongs to you and lawfully owned by you.  You shall not use the credit card, debit card, UPI, Net Banking which is not lawfully owned by you, i.e. in a credit card, debit card, UPI, Net Banking transaction, you must use your own credit card, debit card, Net Banking account. You further agree and undertake to provide the correct, accurate and valid credit card, debit card, Net Banking details to the ecommerce platform/ Website/ Site /Carltonlondon.com / Carltonlondon.co.in. The ecommerce platform / website/ site  will not be liable or be held responsible for any credit card, debit card or Net Banking fraud. You yourself as the user or customer solely responsible for choice of use of credit card , debit card , UPI or Net Banking of your choice. The responsibility and liability for use of a card, debit card, UPI or Net Banking fraudulently or leading to any fraud will be on you and the onus to 'prove otherwise' shall be exclusively on you.


We have made every effort to display as accurately as possible the colors of our products that appear on the Site. However, as the actual colors you see will depend on several aspects of your screen / monitor/ phone you watching or using.  Thus actual color of the product may vary from the color appearing in screen / monitor/ mobile . Further, the Website/ Site  has ensured that the measurements, information and description for products furnished on the site are best calculated and stated to accuracy and true to its dimensions. However, due to the inherent characteristics of certain materials, actual measurements of individual items might vary slightly. Slight marks and colour / print variations should not be considered as a fault, but they are to be considered as inherent characteristics of the product.


There may be information on this Website/ Site that contains typographical errors that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information without prior notice. Similarly any description or discrepancy arising from singular or plural in any specification , description , statement or terms and conditions to be ignored and appropriately considered as applicable. In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information, the ecommerce platform / Website/ Site  shall have the right to refuse or cancel any orders placed for product listed at the incorrect price whether or not the order has been confirmed and your credit card, debit card, UPI or Net Banking already charged and If it has already been charged for the purchase and your order is cancelled, the payment  shall immediately be refunded to you as per process of refund / return as applicable.


You as the user or Customer accessing this ecommerce platform / Website/ Site or by virtue of use of the services or Products offered by the Website/ Site entering into any transaction of purchase or return or exchange or communication of any kind expressly acknowledge and agree that the disclaimer of liability applies to any damages or injury caused by any failure of performance, error, omission, change of law, inaccuracy, interruption, deletion, defect, delay, interpretation, offer in operation or transmission, computer virus, communication line failure, theft or destruction or unauthorized access to, alteration of, or use of this site whether for breach of contract, tortious behaviour (including strict liability), negligence or under any other cause of action. You as the user or customer as mentioned above further and specifically acknowledge that Carlton London , Carlton , CL , CRPL and/ or the Seller/ Vendor/ Licensee  is not liable for the defamatory or offensive or illegal conduct of other users or third parties and that the risk of injury from the foregoing rests entirely with you. In no event will , Carlton London or Carlton or CL or CRPL and/or the Seller/ Vendor/ Licensee  or any person or entity involved in creating, producing or distributing this Website / Site, or the content included herein, be liable in contract, in tort (including for its own negligence) or under any other legal theory (including strict liability) for any damages including, without limitation, direct, indirect, incidental, special, punitive, consequential or similar damages, including without limitation, lost profits or revenues, loss of use or similar economic loss, arising out of the use of inability to use the website/ Site. You as the user or Customer hereby acknowledge that the provisions of this section shall apply to all use of and content on this site. Applicable law may not allow the limitation or exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you. In no event the total liability of ecommerce platform / Website/ Site or Carlton London or Carlton or CRPL and/ or the Seller/ Vendor/ Licensee to you for all damages, losses or causes of action, whether in contract tort including its own negligence or under any other legal theory including strict liability, shall exceed in any manner the amount paid by you, if any, for accessing this site.


You agree to indemnify, defend and hold harmless carltonlondon.com from and against any and all losses, liabilities, claims, damages, costs and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by the ecommerce platform / Website/ Site that arise out of, result from, or may be payable by virtue of, any breach or non-performance of any representation, warranty, covenant or agreement made or obligation to be performed by you pursuant to these Terms.


When you use the Website / Site and email to Carlton London, you are communicating electronically with the Website/ Site. The website/ site will communicate with you by email,  notices or SMS on the Site. You agree that all agreements, notices,  disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

LINKS and LOGO of Others

Links or Logos or symbols on this Website/ Site  owned by third parties are not under the control of CRPL / Website/ Site and thus CRPL / Website/ Site cannot, therefore, and may not in any way be deemed responsible, for any reason, cause or motive, for the contents of such site links or the linked addresses or Logos. The inclusion of links or Logos of such websites does not imply any endorsement, on the part of the Website/ Site, of the linked websites.


You undertake, confirm and agree that the Website/ Site has the right in its sole and absolute discretion and without notice to restrict, suspend or terminate your access to all or any part of the site or services, without assigning any reason. No claim or damage or liability arise on the Website/ Site due to restriction, suspension or termination of your access. 


The ecommerce platform / Website/ Site protects all the information you share with us. We follow strict steps to help protect the confidentiality, security, and integrity of data stored on our systems. Only those employees who need access to your information in order to perform their duties are allowed such access. Any employee who violates our privacy and/or security policies is subject to disciplinary action, including possible termination and civil and/or criminal prosecution. When you register with the ecommerce platform / Website/ Site , you provide/ enter your email address and a password which allows us to provide you access to your account every time you visit our site. At the completion of your purchase, we also ask you for your name, phone number, email, billing and shipping addresses. This information may be disclosed to specific members of our staff and to select third parties (such as our credit card processor and shipping provider) involved in the completion of your transaction and delivery of your order. We may also need your email address or phone number to contact you if we have questions about your order. The Website/ Site will not sell, rent or disclose the customer information to any third party.


This Agreement and the relationship between you and the Website/ Site will be governed by the laws as applicable in India. Any disputes will be handled and submitted to exclusively in the competent courts of Gurgaon, Haryana India. This Agreement constitutes the entire agreement between you and the Website/ Site and governs your use of the Website/ Site, superseding any prior or other agreements between you and Website/ Site with respect to the Website/ Site.


As per these Terms, users are solely responsible for every material or content uploaded on to the Website/ Site. Users can be held legally liable for their contents and may be held legally accountable if their contents or material include, for example, defamatory comments or material protected by copyright, trademark, etc. If you come across any abuse or violation of these Terms, please report to support@carltonlondon.com


As per these Terms, users are solely responsible for every material or content uploaded on to the Website/ Site. Users can be held legally liable for their contents and may be

  • Any communication or matter or subject or claim regarding delivery will be accepted / responded up to maximum of 10 days from the actual date of delivery to you as available in the system.  The Website/ Site or the Seller/ Vendor/  will not assume any responsibility or liability and will not entertain any communication or subject or claim, for non-delivery after expiry of aforesaid 10 days’ time period.
  • In case you are not satisfied with your purchase, you can exchange any merchandise brought from the Website/Site, within 10 days from the date of delivery as appearing in the system, provided that you undertake and agree that the item(s)/ Style(s) / article(s) being returned for exchange is unused, clean and in their original state and packaging including the tags , polybag/ boxes as applicable. There are several categories/ items of personal use once purchased are not acceptable for any return or exchange and the same is mentioned and specified in the Return/ Exchange policy applicable along with the Product /item/ Category.  The Website/ Site or the Seller/ Vendor/  will not assume any responsibility or liability and will not entertain any communication or subject or claim, for non-delivery after expiry of aforesaid 10 days’ time period.
  • The warranty on products / item(s) / Style(s) / Articles (s) is as mentioned in each Category. In case you face or go through any genuine problem after use / wearing due to any manufacturing defect or defect of materials , it can be raised as a Claim against Manufacturing Defect. Provided terms of eligibility of claim are satisfied as per terms and conditions, any claim against manufacturing defect can be raised as a Claim within the specified period as “within maximum no. of days” as mentioned below.

Footwear          :  10 days from Date of Receipt by the Customer

Handbags        :   10 days from Date of Receipt by the Customer          

Belts                  :  10 days from Date of Receipt by the Customer          

Wallets              :  10 days from Date of Receipt by the Customer          

No Claim/ return/ exchange are acceptable in Category of Jewellery, Perfumes, Beauty, Personal Care etc. in any circumstances.


  • For any such claim against manufacturing defect, the particular item / product  will be picked up by the shipping agent appointed by the Website/ Site by the process for claim available on website for reporting such claims against manufacturing defects or vide communication  by email / phone as the case may be.
  • For Return / Exchange / Claim, after the item/ product   it is mandatory to have the item/ product inspected by the Seller / Vendor/ Licensee, as the case may be for acceptance of Return/ Exchange / Claim. The same will be updated on the website/ site to the customer or communicated by email / phone about status of acceptance.
  • Upon acceptance of return / exchange /claim, the amount as applicable will be credited instantly by the Seller / Vendor/ Licensee to the Wallet of the Customer Account registered on website/ site. The amount available in Wallet can be utilised as a voucher by the Customer for making payment for next purchase by the Customer. The amount will not be refunded incase of return / exchange/ claim and only be credited to the Wallet of the Customer Account.
  • All request(s) of return / exchange / claim will be verified against evidence of purchase / payment / delivery , to be provided by the Customer when prompted by the Website/ Site system or asked by email or phone , to determine and verify actual purchase and date of delivery of each item/ style / article. Your communication must clear mention specific Order ID / Tracking ID/Invoice No. to identify the Order/Item/ Date of Delivery.
  • No warranty/guarantee/exchange/refund for any item(s) / style(s) / article(s) purchased on discount or during sale period
  • Any Product / Item / Style / Article sold under any promotional scheme including but not limited to discount coupons / gift coupons issued under any promotional/discount scheme by the Website/ Site or directly by the Seller/Vendor/ Licensee or in association with any third party will not be eligible for any return / exchange/ Claim.
  • For exchange/claim, please contact Customer Service at Phone : ………………………….. or write to the Website / Site by email :………………………………….     

You may expect a response by email or a call by customer care in 48 hours from the date and time of the complete submission of information required for the Return / Exchange / Claim.

  • If any item / product / style has a date of expiry notified on it and date of information / submission of request of return / exchange / claim is after the date of expiry , such item / product / style will be not be accepted under any circumstances. The customer is advised not to use any item after the date of expiry notified on the Item/ Product.
  • For Exchange or Claim, it is mandatory to have the article inspected by the store and to return the article to our stores, upon approval of exchange/claim
  • The Website/ Site , at the first instance, will only offer a replacement against any item / product/ style / size/ color etc available on the Website/ Site in the identical category offered by the same Seller / Vendor/ Licensee. In case the selected item(s) / product(s) / Style(s) / Article(s) / Color/ Size  as per the choice of customer is not available, the amount will be credited to the Wallet of the Customer Account.
  • Replacement against exchange/claims will be subject to availability of the same product on the Website/ Site from the Seller / Vendor/ Licensee.
  • The decision of the Website/ Site / the Seller will be considered final and binding on the Customer and will be at sole discretion of the Website/ Site/ Seller of the item / product / style/ article.
  • All disputes subject to exclusive territorial jurisdiction of the courts of Gurgaon, State of Haryana only.

      For any query or clarification , the customer may kindly get in touch Customer

       Service Department by Phone : ……………………………………………..  Email : ……………………………………


  • Items not used – can be returned in 10 days from date of purchase and Credit Note is issued or amount credit to the customer Wallet. Customer can make use of the amount immediately for next purchase. Refund is not given.
  • The amount for the item will be Credited to the Customer Wallet upon receipt of the item returned and inspection thereof. Customer will be kept updated about the item returned and inspection.
  • Customer to ensure the Item purchased to be returned with the Original packing and Tags. If the item returned is found used or without original packing and Tags , Carlton London/ website / platform or the Supplier reserves the right not to Credit the Amount to the Customer Wallet. It is at sole discretion of Carlton London/ website/ Platform or the Supplier.
  • Items which are found defective after use by the Customer – warranty is 60 days from date of purchase.
  • Item will be picked up and then inspected by the Supplier and should be agreeably defected with Manufacturing defects. Any intentional damage to the product / item will not be accepted as defective. Any exposure to damaging conditions leading to defect will also not be accepted as defective.
  • The Customer to ensure the item is securely packed properly for the courier to be able to pickup.
  • Once return is accepted by the Supplier, the amount paid by the Customer for the item to be credited to the Customer Wallet
  • In case the product is a licensee product then for that particular product T&C of our Licensee partner shall be applicable. Name of the Supplier / Licensee is displayed and available to the Customer in product details/ Labels.