At XENIAL XPRESS STUDIO PRIVATE LIMITED, customer satisfaction is our priority. This policy explains cancellation, refunds, and related processes for orders placed on https://xenialcart.com
1. Order Cancellation Policy
1.1 Customer-Initiated Cancellation
Orders can be cancelled only before dispatch.
Once dispatched, cancellation is not allowed.
To cancel: email info@xenialcart.com or WhatsApp +91 7055495732 with your Order ID before dispatch
Confirmation will be sent via email/SMS.
1.2 Cancellation by Company
We reserve the right to cancel orders due to:
- Payment failure
- Invalid address
- Out of stock
- Technical issues
- Fraud detection
If cancelled by us, full refund will be issued.
2. Refund Policy
2.1 Refund Eligibility
Refunds are applicable only in the following cases:
- Approved returns (after QC)
- Cancelled prepaid orders
- Failed or duplicate payments
- Orders cancelled by the Company
Refunds are NOT applicable if:
- Product is used, damaged, or altered
- Return request is beyond allowed period
- Product is non-returnable (e.g., socks, dupatta, scarf, hygiene items)
2.2 Refund Modes
All orders are prepaid. Refunds are made to the original payment method (e.g., the same UPI ID or bank account used for payment).
2.3 Refund Processing Time
Refunds are initiated within 3–5 working days after approval (return QC, cancellation or failed-payment confirmation).
Once initiated, the amount is credited to the original payment method within 5–7 working days, depending on your bank or UPI app.
Users will be notified by email/SMS once the refund is initiated.
3. Return-Based Refund Conditions
Refund will be processed only after:
- Product reaches warehouse
- Quality check (QC) approval
Refund may be rejected if:
- Product is used, washed, or damaged
- Tags/packaging missing
- Incorrect proof submitted
- Non-returnable category
If QC fails, product will be shipped back to customer.
4. Failed or Duplicate Payments
If payment is deducted but order not confirmed:
- Auto refund by bank within 3–7 working days
- In rare cases up to 10 days
If not received, contact us with transaction details.
5. Late or Missing Refunds
If refund is delayed:
- Check bank/UPI/wallet
- Contact your bank
- Email us with Order ID & transaction proof
6. Contact Us
Company: XENIAL XPRESS STUDIO PRIVATE LIMITED
Phone: +91 7055495732
Email: info@xenialcart.com
Support Hours: Monday – Friday (9:00 AM – 6:00 PM)