Shipping and Delivery Policy
Effective Date:
Last Updated:
This Shipping & Delivery Policy (“Policy”) outlines the terms, conditions, timelines, and procedures governing the processing, shipment, delivery, tracking, and related matters for orders placed on the Xemex Wellness online platform (the “Platform”). This Policy forms an integral part of the Xemex Wellness Terms & Conditions.
By placing an order on Xemex Wellness, you acknowledge that you have read, understood, and agreed to be bound by this Policy.
1. Scope & Applicability
1.1 This Policy applies to all orders placed directly through the official Xemex Wellness website or mobile applications.
1.2 Orders placed through third‑party marketplaces, offline retailers, distributors, or resellers are not governed by this Policy unless expressly stated.
1.3 Delivery of products is subject to serviceability of the delivery address based on logistics partner coverage.
2. Order Confirmation & Processing
2.1 Order Confirmation
Upon successful placement of an order, customers will receive an order confirmation via registered email address and/or mobile number, containing the Order ID and order summary.
2.2 Order Processing Timeline
Orders are typically processed within 24–48 business hours after payment confirmation. - Orders placed on Sundays, public holidays, or non‑working days will be processed on the next business day. - Processing timelines may vary during promotional campaigns, high‑volume sales, or due to operational constraints.
2.3 Verification & Quality Checks
Prior to dispatch, all orders undergo internal verification and quality checks. Xemex Wellness reserves the right to delay or cancel orders that fail verification or appear suspicious.
3. Dispatch & Shipment
3.1 Dispatch Notification
Once an order is dispatched from the warehouse, customers will receive a dispatch notification containing courier details and a tracking number.
3.2 Logistics Partners
Xemex Wellness works with reputed third‑party logistics partners for order fulfillment. Courier partner selection is at the sole discretion of Xemex Wellness.
3.3 Partial Shipments
In certain cases, orders containing multiple items may be shipped in separate consignments. Customers will be notified accordingly.
4. Shipping Charges
4.1 Calculation of Charges
Shipping charges, if applicable, are calculated based on order value, delivery location, weight, and payment method, and are displayed at checkout prior to payment.
4.2 Free Shipping Offers
Free shipping may be offered on select prepaid orders above a specified order value, subject to change without prior notice.
4.3 Cash on Delivery (COD) Fees
Additional COD handling charges may apply and will be clearly disclosed at checkout.
5. Delivery Timelines
5.1 Estimated Delivery Time
Delivery timelines are estimated from the date of dispatch: - Metro & Tier‑1 Cities: 3–5 business days - Tier‑2 & Tier‑3 Cities: 4–7 business days - Remote / Non‑Serviceable Areas: 7–10 business days (subject to availability)
5.2 Delivery timelines are indicative and may be impacted by factors beyond Xemex Wellness’s control, including weather conditions, courier delays, strikes, natural disasters, or regulatory restrictions.
6. Delivery Conditions
6.1 Accurate Address Information
Customers are responsible for providing complete and accurate delivery details. Xemex Wellness shall not be liable for delays or non‑delivery resulting from incorrect or incomplete address information.
6.2 Delivery Attempts
Courier partners typically attempt delivery multiple times. Failure to accept delivery due to customer unavailability, refusal, or incorrect details may result in return‑to‑origin (RTO).
6.3 Proof of Delivery
Certain shipments may require signature verification or OTP confirmation at the time of delivery.
7. Non‑Delivery, Refusal & Return‑to‑Origin (RTO)
7.1 Orders may be marked as RTO if: - customer is unavailable after multiple attempts; - delivery address is incorrect or incomplete; - customer refuses to accept delivery; - COD orders are repeatedly refused.
7.2 Reshipment
Reshipment of RTO orders may be subject to additional shipping charges.
7.3 Refund for RTO Orders
Refunds for RTO orders, if approved, will be processed after deducting applicable shipping and handling charges unless the RTO occurred due to an error attributable to Xemex Wellness.
8. Order Tracking
8.1 Tracking details will be shared via email or SMS once the order is dispatched.
8.2 Customers are encouraged to monitor shipment status using the provided tracking link.
8.3 If tracking updates are delayed or inaccurate, customers may contact Customer Support for assistance.
9. Delays, Lost or Damaged Shipments
9.1 Delivery Delays
While Xemex Wellness endeavors to meet delivery timelines, delays caused by logistics partners or external events shall not attract liability.
9.2 Lost Shipments
If a shipment is confirmed as lost in transit, Xemex Wellness will initiate an investigation with the courier partner and offer a replacement or refund at its discretion.
9.3 Damaged Packages on Delivery
Customers are advised to check the package condition at the time of delivery. Visible damage should be reported immediately with photographic evidence.
10. Change of Delivery Details
10.1 Requests to modify delivery address or contact details must be submitted before dispatch.
10.2 Once dispatched, changes to delivery details cannot be accommodated.
11. International Shipping
11.1 Currently, Xemex Wellness delivers only within India.
11.2 International shipping, if introduced in the future, will be governed by separate terms including customs duties, taxes, and extended timelines.
12. Force Majeure
Xemex Wellness shall not be held responsible for delays or failures in delivery due to events beyond reasonable control, including but not limited to natural calamities, pandemics, government restrictions, strikes, or system failures.
13. Policy Modifications
Xemex Wellness reserves the right to modify or update this Policy at any time. The revised Policy shall be effective immediately upon publication on the Platform.
14. Contact Information
For shipping‑ and delivery‑related assistance, please contact:
Xemex Wellness – Customer Support
Email:
Phone:
Registered Address: