At XenFast, we are committed to providing the best shopping experience to our customers. However, we understand that there may be instances where you may need to return or exchange a product. To ensure transparency and ease, we have designed a clear and comprehensive Return & Exchange Policy. Please read this document carefully to understand the terms and conditions related to product returns and exchanges on our platform.
Scope of the Return & Exchange Policy
This policy applies to all products purchased from the Xenfast website or mobile app. It covers:
- Eligibility for Returns: The types of products that can be returned.
- Conditions for Exchanges: Circumstances under which products can be exchanged.
- Timeline for Returns: The duration within which returns or exchanges must be initiated.
- Refund Process: The method and timeline for refund processing.
Eligibility for Returns
To maintain hygiene and product integrity, not all items are eligible for return. Below are the general guidelines:
Products Eligible for Return
- Defective or Damaged Items : Products received in a defective or damaged state can be returned.
- Wrong Product Delivered: Items not matching the order description (e.g., incorrect size, brand, or type).
- Quality Concerns: Perishable items like fruits, vegetables, dairy, or baked goods that are stale, spoiled, or of unsatisfactory quality.
Products Not Eligible for Return
- Perishable Goods: Items such as fresh produce, dairy products, and baked goods, unless they are defective or damaged.
- Opened or Used Items: Products with tampered packaging or that have been used, unless there is a defect.
- Personal Care Products: For hygiene reasons, personal care items like razors, toothbrushes, or skincare products are non-returnable unless defective.
- Customized Orders: Specially customized products are not eligible for return or exchange.
Conditions for Exchanges
We aim to provide replacements for eligible items under the following conditions:
Replacement for Damaged or Defective Products
- If the delivered product is defective or damaged, you may request a replacement instead of a return.
- The replacement request must be initiated within the return window (usually 24–48 hours from delivery).
Wrong Item Delivered
- In case of receiving an incorrect item, you can request an exchange for the correct product.
- Ensure that the original product is in its delivered condition when requesting an exchange.
Size or Variant Issues
- Non-perishable goods such as packaged food or beverages may be eligible for exchanges if you require a different size, flavor, or variant.
Timeline for Returns and Exchanges
It is important to initiate the return or exchange request within the specified time frame. Below are the timelines for different product categories:
Perishable Items
- Return or exchange requests must be raised within 24 hours of delivery due to their short shelf life.
Packaged Goods and Non-Perishables
- For non-perishable goods, requests can be made within 7 days of delivery.
Electronics or Special Products
- Some electronics or special items may have specific timelines and conditions for returns, which will be mentioned on the product page.
How to Initiate a Return or Exchange
To make the process simple and hassle-free, here are the steps to initiate a return or exchange:
Through the App or Website
- Log in to your account and navigate to the **Orders** section.
- Select the order or product you wish to return or exchange.
- Choose the reason for the request and provide any supporting details or images.
- Submit your request.
Through Customer Support
- Contact our **Customer Support Team** via email or phone.
- Provide your order details, reason for return or exchange, and any additional information requested.
On-the-Spot Returns
- For items that are visibly damaged or incorrect at the time of delivery, you can return them directly to the delivery partner.
Return Verification Process
To ensure fair practices, all return and exchange requests go through a verification process. Here’s how it works:
Physical Inspection
- For items being returned, our team may inspect the product to confirm its eligibility for return or exchange.
Submission Of Evidence
- For quality-related concerns, you may be required to provide images or videos as evidence.
Approval Or Rejection
- Once your return or exchange request is reviewed, you will receive an update on its status via email, SMS, or in-app notification.
Refund Policy
If your return request is approved, you will be eligible for a refund. The refund process is as follows:
Modes Of Refund
- Direct Refund to Payment Source: Refunds for prepaid orders will be credited back to the original payment method (e.g., credit/debit card, wallet, or bank account).
- Credit/Wallet Refund: Refunds for cash-on-delivery orders will typically be processed as credits to your [Platform Name] wallet, which can be used for future transactions.
- Promotional Codes: In certain cases, refunds may be issued as promotional codes or coupons.
Refund TimeLine
- Prepaid Orders: Refunds are typically processed within 7–10 business days after approval.
- COD Orders: Wallet credits are processed within 48 hours of approval.
Refund Amount
- The refund amount will include the product price and any applicable taxes. Delivery charges may not be refunded unless the issue was caused by XenFast.
Conditions Where Refunds May Be Denied
Refunds may be denied under the following circumstances:
- If the returned product is damaged or used beyond acceptable limits.
- If the request is made outside the return/exchange window.
- If the product was purchased during a final sale or under a no-return policy.
Special Considerations
Bulk Orders
- Bulk or wholesale orders may have separate terms for returns or exchanges. These will be communicated during the order process.
Seasonal or Promotional Offers
- Products purchased under special discounts or offers may have different return conditions, which will be specified on the product page.
Subscription Services
- For subscription-based deliveries, cancellations or modifications may affect your return eligibility.
Delivery of Replacement Items
For exchange requests, replacement items will be delivered as per the following guidelines:
- Standard Delivery Timeline: Replacement items will typically be delivered within 2–5 business days after approval.
- Delivery Charges: There will be no additional delivery charges for replacements due to defective or incorrect items.
Customer Support for Returns & Exchanges
Our customer support team is available to assist you at every step. You can reach us via:
- Phone: +919153884572
- Email: support@xenfast.com
FAQs
Q1. Can I return an item if I change my mind ?
A. We currently do not accept returns for items due to a change of mind, except for non-perishable goods under specific conditions.
Q2. What happens if I am not available during the pickup ?
A. Our team will contact you to reschedule the pickup at a convenient time.
Q3. Can I get a refund if I receive a product on discount ?
A. Yes, refunds for discounted products will be processed based on the actual amount paid.
Policy Updates
This Return & Exchange Policy is subject to change at the discretion of Xenfast. Customers will be notified of significant changes via email or in-app notifications. The updated policy will also be available on our website and app.
Final Note
At Xenfast, your satisfaction is our priority. We strive to address your concerns quickly and efficiently, ensuring that you have a pleasant shopping experience. Thank you for choosing [Platform Name] as your trusted partner for daily essentials.