returns & Refunds
Last Updated:01 October 2022
This Returns & Refunds policy applies to orders placed on this website www.xotoxo.com. If you have purchased our product on another third-party site, retailer or physical store, this policy will not apply, and you will have to follow the Returns or Refunds policy of that particular channel. This policy is applicable to orders placed for delivery within the Republic of India. Unfortunately, we will not be able to service returns, refunds, cancellation or exchanges for international orders.
Cancellation of Orders
If you have created a user account on our website, you will be able to cancel your order as long as the order status shows "Pending" under "My Orders". You can place a request for cancellation via the option provided. You will be asked for a reason, which if you provide, will be helpful to us. If your order status shows "Shipped", you will not be able to cancel the order, and you will have to follow our Returns process outlined below.
If you placed your order as a "Guest", You will have to write to us at email@example.com with the title “Cancel: Order ID” to request a cancellation. We will cancel your order and provide you with a full refund if your cancellation request reaches us before your order is confirmed. You will receive an email when your order is confirmed. Check out our Shipping Policy for shipping timelines. Your refund will be automatically processed to the payment method you used at the time of placing the order within 5-7 business days. If your request to cancel your order arrives after your package has been shipped, you will have to follow our Returns process outlined below.
Orders placed for delivery to an address within India are eligible for returns under the following conditions.
You can return your product, for up to 7 days after receiving the product. To be eligible for a return, your product must be in the same condition you received it, in the original packaging. Since we do not use shrink wrap in our packaging, we expect the box to be in the original PVC wrapping, with stickers on it intact.
If you want to initiate a Return, write to us at firstname.lastname@example.org with the title “Return: Order ID”, and we will get back to you with how to proceed. While it is not necessary to tell us why you want to return the product, we will be very happy if you do so, since it will help us improve our product and service. You will have to arrange to ship it to our office in Chennai at your own cost. We recommend that you ship us the product in the same packaging we shipped it to you in, in order to prevent any damage during transit. If the original packaging got damaged before you received it, kindly make a best effort to ship the product to us so that it does not suffer any damage during return transit.
For the product to be eligible for returns, it has to be physical in nature (downloads, e-gift-cards, coupons and vouchers are not eligible). If we run a clearance sale on certain products, we will unfortunately not be able to accept returns on those specific products.
Refunds (if applicable)
Once we receive the returned product, we will notify you via email. We will inspect its condition and notify you about the approval or rejection of your refund. If the refund is approved, it will be automatically processed to the payment method you used at the time of placing the order within 5-7 business days. If you received free shipping on your product when you placed the order, the shipping fee (at actuals) will be deducted from your order total before we process your refund. We may not be able to process a refund if the product is received damaged, or shows visible signs of usage or wear and tear.
If you’re facing a delay in receiving your refund after we have approved it, it is probably because there are three stakeholders involved – Our bank, Our payment gateway and your bank or credit card company. Try reaching out to your bank or credit card company if there are delays in your refund. If you’re still facing difficulties, reach out to us at email@example.com the subject “Refund delay: Order ID”, and we will let you know if it has been processed by our bank.
Exchanges (if applicable)
We perform a thorough quality check before we ship you the product and we typically expect the product to be complete and in good condition. However, if due to unforeseen events, you receive a product that is defective or damaged, or has missing components, write to us within 3 days of receiving the product at firstname.lastname@example.org with the subject “Exchange: Order ID”, along with photos/ videos describing the damage or defective part or mention what is missing. After we establish the extent and cause of damage/defect/missing components, we will get back to you with one of the following:
1. We will ship you a replacement of only the damaged part(s). OR
2. We will arrange for a pick up of the defective product, and send you a new one. OR
3. We will arrange for a pick up of the defective product, and if for some reason, options 1 & 2 above are not feasible due to circumstances beyond our control, we will provide you a full refund.
In case we are arranging for a pick up at your location, we will be able to ship you the replacement products or offer a refund only after we receive the original product at our office. We will need your assistance to co-ordinate a smooth pick up.
If you have a unique situation which isn’t covered by any of the above details, drop us an email at email@example.com explaining your problem, and we will try our best to solve it for you.