Shipping and Delivery Policy

This Shipping & Delivery Policy ("Policy") outlines the terms, conditions, timelines, procedures, and responsibilities governing the processing, shipment, delivery, tracking, and related services for orders placed through the Xemex Wellness online platform (the "Platform").

This Policy forms an integral and binding part of the Xemex Wellness Terms & Conditions.

By placing an order through Xemex Wellness, you acknowledge that you have read, understood, and agreed to be bound by the provisions of this Policy.

1. Scope & Applicability

1.1 Applicability
This Policy applies exclusively to orders placed directly through the official Xemex Wellness website and mobile applications.
1.2 Third-Party Purchases
Orders purchased through third-party marketplaces, retail stores, distributors, resellers, or other external channels are not governed by this Policy unless expressly stated otherwise.
1.3 Serviceability
Delivery of products is subject to the serviceability of the delivery location as determined by the coverage network of our logistics and courier partners.

2. Order Confirmation & Processing

2.1 Order Confirmation
Upon successful placement of an order, customers will receive an order confirmation through their registered email address and/or mobile number.
The confirmation communication will contain the relevant Order ID and a summary of the purchased products.
2.2 Order Processing Timeline
• Orders are generally processed within 24–48 business hours following successful payment confirmation.
• Orders placed on Sundays, public holidays, or non-working days shall be processed on the next business day.
• Processing timelines may vary during promotional campaigns, festive periods, high-volume sales events, inventory audits, or other operational circumstances.
2.3 Verification & Quality Checks
Prior to dispatch, all orders are subject to internal verification and quality assurance procedures.
Xemex Wellness reserves the right to delay, hold, or cancel any order that fails verification requirements or appears suspicious, fraudulent, or inconsistent with normal purchasing behaviour.

3. Dispatch & Shipment

3.1 Dispatch Notification
Once an order has been dispatched from the warehouse, customers will receive a shipment confirmation containing courier details and the applicable tracking number.
3.2 Logistics Partners
Xemex Wellness collaborates with reputable third-party logistics and courier service providers to facilitate product delivery.
Selection of the courier partner shall remain at the sole discretion of Xemex Wellness.
3.3 Partial Shipments
In certain circumstances, orders containing multiple products may be fulfilled through separate consignments.
Where applicable, customers will be notified accordingly through available communication channels.

4. Shipping Charges

4.1 Calculation of Charges
Shipping charges, where applicable, are calculated based on factors including order value, delivery destination, shipment weight, dimensions, and payment method.
Applicable charges will be displayed during checkout before payment confirmation.
4.2 Free Shipping Offers
From time to time, Xemex Wellness may offer free shipping on eligible prepaid orders exceeding a specified purchase value.
Such promotional offers are subject to change, modification, or withdrawal without prior notice.
4.3 Cash on Delivery (COD) Charges
Additional handling or convenience charges may apply to Cash on Delivery (COD) orders and shall be clearly disclosed during checkout.

5. Delivery Timelines

5.1 Estimated Delivery Schedule
Delivery timelines are estimated from the date of dispatch:

5.2 Delivery Delays
The timelines stated above are indicative and may be impacted by factors beyond the reasonable control of Xemex Wellness, including but not limited to:
• Adverse weather conditions
• Courier network disruptions
• Labour strikes
• Natural disasters
• Government restrictions
• Regulatory requirements
• Regional access limitations

6. Delivery Conditions

6.1 Accurate Delivery Information
Customers are solely responsible for providing complete, accurate, and up-to-date delivery information.
Xemex Wellness shall not be responsible for delays, failed deliveries, or additional costs arising from incorrect or incomplete delivery details.
6.2 Delivery Attempts
Courier partners generally make multiple delivery attempts before marking a shipment as undeliverable.
Failure to accept delivery due to customer unavailability, refusal, or incorrect information may result in Return-to-Origin (RTO) processing.
6.3 Proof of Delivery
For security and verification purposes, certain deliveries may require:
• Signature confirmation
• OTP verification
• Other delivery authentication methods
at the time of delivery.

7. Non-Delivery, Refusal & Return-to-Origin (RTO)

7.1 Circumstances Leading to RTO
An order may be marked as Return-to-Origin (RTO) under circumstances including:
• Customer unavailable after multiple delivery attempts
• Incorrect or incomplete delivery address
• Refusal to accept delivery
• Repeated refusal of Cash on Delivery (COD) orders
7.2 Reshipment
Reshipment of returned orders may be subject to additional shipping and handling charges.
7.3 Refund for RTO Orders
Where an RTO order qualifies for a refund, the refund may be processed after deduction of applicable shipping, logistics, and handling charges unless the RTO occurred due to an error attributable to Xemex Wellness.

8. Order Tracking

8.1 Tracking Information
Shipment tracking details shall be shared via email and/or SMS once the order has been dispatched.
8.2 Customer Responsibility
Customers are encouraged to monitor shipment progress through the tracking link provided.
8.3 Tracking Assistance
If tracking information appears delayed, unavailable, or inaccurate, customers may contact Customer Support for assistance and clarification.

9. Delays, Lost or Damaged Shipments

9.1 Delivery Delays
While Xemex Wellness endeavors to facilitate timely deliveries, delays attributable to courier partners, transportation disruptions, or external circumstances shall not give rise to liability.
9.2 Lost Shipments
Where a shipment is confirmed as lost in transit, Xemex Wellness shall initiate an investigation with the logistics partner and may, at its sole discretion, provide either a replacement product or an applicable refund.
9.3 Damaged Shipments
Customers are strongly advised to inspect the external condition of the package at the time of delivery.
Any visible signs of damage, tampering, leakage, or package compromise should be reported immediately with supporting photographic evidence.

10. Change of Delivery Details

10.1 Modification Requests
Requests to modify delivery address, contact information, or delivery instructions must be submitted before the order is dispatched.
10.2 Post-Dispatch Restrictions
Once an order has been dispatched, changes to delivery details may not be accommodated.

11. International Shipping

11.1 Domestic Delivery Coverage
At present, Xemex Wellness delivers products only within India.
11.2 Future International Shipping
If international shipping services are introduced in the future, such shipments shall be governed by separate terms and conditions, including applicable customs duties, taxes, import regulations, and extended delivery timelines.

12. Force Majeure

Xemex Wellness shall not be held liable for delays, interruptions, or failures in shipment or delivery arising from events beyond its reasonable control, including but not limited to natural disasters, pandemics, epidemics, government actions, labour disruptions, transportation failures, internet outages, or system failures.

13. Policy Modifications

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