Cancellation, Return, Refund & Replacement Policy

This Cancellation, Return, Refund & Replacement Policy ("Policy") sets forth the terms and conditions governing the cancellation, return, refund, and replacement of products purchased from Xemex Wellness ("Company", "we", "our", or "us"), an online wellness and personal care marketplace.

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 be bound by the terms of this Policy.

1. Scope & Applicability

1.1 Applicability
This Policy applies exclusively to products purchased directly through the official Xemex Wellness online platforms.
1.2 Exclusions
Products purchased through third-party marketplaces, retail outlets, distributors, resellers, or any unauthorized sales channels are not covered under this Policy.
1.3 Product Category Restrictions
Certain categories of products, including personal care, skincare, wellness supplements, and hygiene-related products, are subject to stricter return and replacement conditions due to health, safety, hygiene, and regulatory requirements.

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 a logistics partner for delivery, cancellation requests shall not be accepted under any circumstances.
2.2 Cancellation Request Process
To request cancellation of an eligible order, customers must:
• Contact Customer Support via email at [Mail ID]
• Provide the relevant Order ID
• Provide the registered email address associated with the order
• Specify the reason for the cancellation request
2.3 Cancellation Approval
All cancellation requests are subject to verification of the order status at the time of review.
Xemex Wellness reserves the right to approve or reject any cancellation request based on the stage of order processing and fulfilment.
2.4 Refund for Cancelled Orders
Where a cancellation request is approved, the applicable refund shall be processed in accordance with Section 9 of this Policy.
Shipping charges, convenience fees, and similar charges, if applicable, may be deducted unless the cancellation arises due to an error attributable to Xemex Wellness.

3. Return & Replacement Eligibility

Xemex Wellness accepts return or replacement requests only in genuine, verifiable, and eligible circumstances, including:
3.1 Damaged Product
The product is received with visible physical damage, breakage, leakage, or packaging compromise.
3.2 Defective Product
The product contains a manufacturing defect or quality-related issue.
3.3 Incorrect Product Delivered
The product delivered does not correspond with the item ordered by the customer.
3.4 Expired Product
The product is delivered beyond its declared expiry date.
3.5 Missing Product or Components
Any product, accessory, component, or item is missing from the shipment.
All claims must be supported with clear photographic and/or video evidence for verification purposes

4. Return Request Timeframe

4.1 Reporting Period
Customers must raise a return or replacement request within 3 calendar days from the date of delivery.
4.2 Late Requests
Requests submitted after the prescribed period shall not be eligible for return, refund, or replacement consideration under any circumstances.
4.3 Delivery Confirmation
The official date of delivery shall be determined based on the delivery confirmation records maintained by the logistics partner.

5. Product Condition Requirements

To qualify for a return or replacement, the following conditions must be satisfied:
• The product must be unused, unopened, and unaltered
• Original packaging, seals, labels, tags, inserts, and accessories must remain intact
• Valid proof of purchase, invoice, or order confirmation must be provided
Products exhibiting signs of usage, tampering, mishandling, or alteration shall not be eligible for return or replacement.

6. Non-Returnable & Non-Refundable Items

The following items are strictly non-returnable and non-refundable:
• Opened or used skincare, wellness, cosmetic, personal care, or hygiene products
• Products damaged as a result of customer misuse, negligence, mishandling, or improper storage
• Products purchased during clearance sales, flash sales, promotional campaigns, or products specifically marked as “Final Sale”
• Complimentary products, free gifts, promotional items, or bundled offers
• Products returned without original packaging, labels, seals, or proof of purchase

7. Return & Replacement Approval Process

7.1 Review of Requests
Upon receipt of a return or replacement request, Xemex Wellness shall review the request and supporting evidence within 48 business hours.
7.2 Authorization
Where the request is approved, customers shall receive a Return Authorization along with detailed instructions for the return process.
7.3 Return Logistics
Xemex Wellness reserves the right to:
• Arrange reverse pickup through an authorized logistics partner; or
• Request the customer to self-ship the product to a designated return address.
7.4 Quality Inspection
All returned products are subject to inspection and verification upon receipt before any refund, replacement, or further action is approved.

8. Replacement Policy

8.1 Replacement Dispatch
Approved replacement products shall be dispatched within 3–7 business days, subject to product availability and logistics constraints.
8.2 Unavailable Replacement Stock
If the replacement product is unavailable, Xemex Wellness may issue either a refund or store credit at its sole discretion.
8.3 Subsequent Eligibility
Replacement products shall not be eligible for further return or replacement unless found to be defective upon receipt.

9. Refund Policy

9.1 Mode of Refund
Prepaid Orders:
Refunds shall be credited to the original payment method used for the transaction.
Cash on Delivery (COD) Orders:
Refunds shall be processed through bank transfer or store wallet credit, as applicable.
9.2 Refund Processing Time
Approved refunds shall be processed within 7–10 business days following completion of verification and inspection procedures.
Banks, payment gateways, and financial institutions may require additional time to reflect the refunded amount.
9.3 Shipping & Handling Charges
Shipping charges, Cash on Delivery charges, convenience fees, and handling charges are non-refundable unless the return or refund arises directly due to an error attributable to Xemex Wellness.

10. Reverse Pickup & Shipping Charges

10.1 Company-Supported Returns
Where the return is approved due to a damaged, defective, expired, incorrect, or incomplete product, Xemex Wellness shall bear the applicable return shipping cost.
10.2 Customer-Related Returns
Where a return is approved for reasons attributable to the customer, the customer shall bear all return shipping expenses.
10.3 Customer-Shipped Returns
Xemex Wellness shall not be responsible for any loss, theft, delay, or damage occurring during customer-arranged return shipments.

11. Abuse & Fraud Prevention

To safeguard the integrity of the Platform and protect genuine customers, Xemex Wellness reserves the right to:
• Reject requests suspected to be fraudulent, abusive, or misleading
• Restrict, suspend, or block accounts associated with repeated cancellations, refusals, chargebacks, or false claims
• Initiate appropriate legal action in cases involving misuse of policies, fraudulent conduct, or deliberate abuse

12. Policy Modifications

Xemex Wellness reserves the right to amend, modify, revise, or update this Policy at any time without prior notice.
Any modifications shall become effective immediately upon publication on the Website.
Continued use of the Platform following publication of changes shall constitute acceptance of the revised Policy.

13. Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India.
Any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts located in