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Cancellation, Refund and Return Policy

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 sales@xcluma.com or Text 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.

Full Refund without Shipping Charges:

  • 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).  
  • If the Buyer finds the product is not as ordered, such orders are entitled to a refund only after investigation without shipping Costs.
  • 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).
  • If the Buyer informs us of faulty products (within 5 days upon receipt of the order ) and returns the products on their own (A one-way Shipping charge of INR 80 will be deducted).
  • If an order shipment fails to be delivered to the customer (due to the Address not being correct, refused by the buyer, or buyer not available), it is usually returned to us and we can refund after deducting shipping cost (Both way Shipping charge INR 160 will be removed). 
  • 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.

If a Buyer is entitled to a refund from us, we will process the refund through the Store credit which can be used in a future purchase.It takes 1-2 days to reflect in Account.

In case of Bank transfer, 5% Bank fees will be deducted and refunds take 7 days to reflect in the account. 

Please contact us at sales@xcluma.com for any refund-related issues.