Cancellation, Refund, and Return Policy:
We believe in 100% Customer Satisfaction and try to provide the best service. Please read the following policy related to Cancellation, Refund, and Return.
Full Refund including Shipping Charges:
- Order Cancellation by Buyer: The Order is not Processed and is in a Processing state, Please inform us by writing an email to firstname.lastname@example.org or Texting on WhatsApp support number +91-8197717171.
- PinCode Not Serviceable: We ship orders to most of the pin codes all over INDIA, in case the pin code is not serviceable by a logistics partner, we will cancel the order and issue a full refund.
- Item not available: All items are Physically in stock and available on-site for sale. In infrequent circumstances, if order items are not in stock will issue a full refund.
- Parcel Lost: If a parcel is lost in transit, we take up a missing parcel case with the courier company. This requires us to wait for 15-45 days after the parcel has been booked. We can offer a full refund if a parcel is lost in transit.
Full Refund without Shipping Charges (Prepaid Order)
- Product Shipped: If an order is processed for delivery and then Canceled/Returned to us for a refund, we can refund only the cost of the products and not the shipping charge (Both ways Shipping charge of INR 160 will be deducted).
- Product Not Needed after delivery: If the Buyer informs us immediately upon receipt of the order (within 2 days) and returns the products on their own in unused and in the original packing (a One-way Shipping charge of INR 80 will be deducted).
- Undelivered Order: If an order shipment fails to be delivered to the customer (due to the Address not being correct, refused by the buyer, or the buyer not being available), it is usually returned to us and we can refund after deducting shipping cost (Both way Shipping charge INR 160 will be removed).
Full Refund(Only Store Credit) without Shipping Charges (COD Order)
- Product Not Needed after delivery: If the Buyer informs us immediately upon receipt of the order (within 2 days) and returns the products on their own in unused and in the original packing (INR 125: a One-way Shipping charge of INR 80 + COD Fess INR 45 will be deducted).
(Please note, currently, in the case of COD orders, we offer refunds only in Store Credits and not in Bank A/C. These Credits can then be used to place future orders on our website, app )
Why Shipping is not refundable??
xcluma.com's offered price is very competitive and does not include shipping, Since it is the buyer's decision to send items back, shipping expenses (forward and reverse) need to be borne by the buyer.
Replacement or StoreCredit Only No Refund.
- Wrong Product: If the Buyer finds the product is not as ordered, such orders will be replaced or store credit will be issued, The Faulty Product needs to be sent by the buyer on their own.
- Faulty Product: If the Buyer informs us of faulty products (within 7 days upon receipt of the order. )
Please share a small video of the product describing the issue with the order number. You may inform us on WhatsApp support number +91-8197717171 or by writing an email to email@example.com.
Our team will check and contact you to ascertain the damage or defect in the product prior to issuing a replacement or store credit.
If a Buyer is entitled to a refund from us, we will process the refund through the
- incase of Store credit which can be used in a future purchase. It takes 1-2 days to reflect in the xcluma Account->Transactions
- In the case of a Bank transfer, refunds may take 3-8 days to reflect in the Original payment method.
Please contact us at firstname.lastname@example.org for any refund-related issues.