Returns, Refunds & Cancellations
Effective Date:
Last Updated:
This Cancellation, Return, Refund, and Replacement Policy governs the terms under which products purchased from Xemex Wellness, an online wellness and personal care marketplace (“Company”, “we”, “our”, “us”), may be cancelled, returned, refunded, or replaced. This Policy applies to all purchases made through the official Xemex Wellness website and mobile applications.
By placing an order with Xemex Wellness, you acknowledge that you have read, understood, and agreed to the terms of this Policy.
1. Scope & Applicability
1.1 This Policy applies only to products purchased directly from the official Xemex Wellness online platforms.
1.2 Products purchased through third-party marketplaces, offline retail stores, distributors, or resellers are not covered under this Policy.
1.3 Certain product categories, particularly personal care, skincare, wellness supplements, and hygiene-related items, are subject to stricter return limitations due to health, safety, and regulatory considerations.
2. Order Cancellation Policy
2.1 Customer-Initiated Cancellations
• Customers may request cancellation of an order only before the order has been dispatched from the Xemex Wellness warehouse.
• Once an order has been packed, shipped, or handed over to the logistics partner, cancellation requests will not be accepted under any circumstances.
2.2 Cancellation Request Process
To request a cancellation: - Email our Customer Support team at Mail id - Mention your Order ID, registered email address, and reason for cancellation
2.3 Cancellation Approval
• Cancellation requests are subject to verification of the order status.
• Xemex Wellness reserves the right to approve or reject a cancellation request depending on the stage of order processing.
2.4 Refund for Cancelled Orders
• If cancellation is approved, the refund will be processed as per Section 6 of this Policy.
• Shipping or convenience fees, if any, may be deducted unless cancellation is due to an error by Xemex Wellness.
3. Return & Replacement Eligibility
Xemex Wellness accepts returns or replacements only in genuine and verifiable cases, including:
3.1 Damaged Product – Product received with visible physical damage or leakage.
3.2 Defective Product – Product with a manufacturing defect or quality issue.
3.3 Incorrect Product Delivered – Product delivered does not match the item ordered.
3.4 Expired Product – Product delivered past its declared expiry date.
3.5 Missing Product or Components – Any item or component missing from the shipment.
All claims must be supported with clear photographic or video evidence.
4. Return Request Timeframe
4.1 Customers must raise a return or replacement request within 3 calendar days from the date of delivery.
4.2 Requests raised after this period will not be entertained under any circumstances.
4.3 The date of delivery shall be as confirmed by our logistics partner’s tracking system.
5. Product Condition Requirements
To qualify for a return or replacement: - The product must be unused, unopened, and unaltered - Original packaging, seals, labels, tags, inserts, and accessories must be intact - Proof of purchase (invoice/order confirmation) must be provided
Products showing signs of use, tampering, or mishandling will be rejected.
6. Non-Returnable & Non-Refundable Items
The following are strictly non-returnable and non-refundable:
• Opened or used skincare, wellness, cosmetic, or personal hygiene products
• Products damaged due to customer misuse, negligence, or improper storage
• Products purchased during clearance sales, flash sales, or marked as “Final Sale”
• Free gifts, promotional items, or bundled complimentary products
• Products without original packaging or invoice
7. Return & Replacement Approval Process
7.1 Upon receiving a return request, Xemex Wellness will review the request and supporting evidence within 48 business hours.
7.2 If approved, customers will receive a Return Authorization along with instructions.
7.3 Xemex Wellness reserves the right to: - Arrange a reverse pickup, or - Request the customer to self-ship the product to a designated address
7.4 All returned products are subject to quality inspection upon receipt.
8. Replacement Policy
8.1 Approved replacements will be dispatched within 3–7 business days, subject to stock availability.
8.2 If the replacement product is unavailable, a refund or store credit will be issued at the sole discretion of Xemex Wellness.
8.3 Replacement products are not eligible for further return or replacement unless defective.
9. Refund Policy
9.1 Mode of Refund
• Prepaid Orders: Refunds will be credited to the original payment method.
• Cash on Delivery (COD): Refunds will be processed via bank transfer or store wallet.
9.2 Refund Processing Time
• Refunds are processed within 7–10 business days after approval and inspection.
• Banks or payment gateways may take additional time to reflect the amount.
9.3 Shipping & Handling Charges
• Shipping, COD, and convenience charges are non-refundable unless the return is due to an error by Xemex Wellness.
10. Reverse Pickup & Shipping Charges
10.1 If the return is due to damaged, defective, expired, or incorrect products, Xemex Wellness will bear the return shipping cost.
10.2 If the return is approved for reasons attributable to the customer, return shipping costs shall be borne by the customer.
10.3 Xemex Wellness is not responsible for loss or damage during customer-arranged return shipments.
11. Abuse & Fraud Prevention
Xemex Wellness reserves the right to: - Reject requests suspected to be fraudulent or abusive - Block accounts with repeated cancellations, refusals, or false claims - Take legal action in cases of misuse of policies
12. Policy Modifications
Xemex Wellness reserves the right to amend, modify, or update this Policy at any time without prior notice. Changes shall be effective immediately upon publication on the website.
13. Governing Law & Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts located in [City, State].
14. Contact Information
For any assistance regarding cancellations, returns, refunds, or replacements, please contact:
Xemex Wellness – Customer Support
Email:
Phone:
Registered Address: