How cancellations, returns & refunds work

Last Updated: 07 December 2025

At Xenum, we are committed to ensuring a smooth and transparent shopping experience.
This Cancellation & Refund Policy explains when and how orders can be cancelled,
returned, and refunded. By purchasing from Xenum.in, you agree
to the terms mentioned below.

1. Order Cancellation

1.1 Before Dispatch

Orders can be cancelled within 24 hours of placing or before shipping.
To request cancellation, email care@xenum.in or contact us on 9453672853.
Once the product is packed and handed over to the courier, cancellation is not allowed.

1.2 After Dispatch

Cancellation after shipment is not permitted.
You may request return/replacement upon delivery if eligible (see Return Policy).

1.3 Prepaid Orders

Eligible cancellations will be refunded to the original payment method within 5–10 working days.

1.4 COD Orders

COD orders cannot be cancelled after dispatch.
Continuous refusal of COD parcels may result in account blocking or restriction of COD for future orders.

2. Return Policy

2.1 Eligibility

Return is accepted only if one or more of the following applies:

Wrong, damaged, or defective product received.
Product delivered with missing parts/accessories.
Product is non-functional or dead on arrival.

2.2 Non-Returnable Categories

Returns are not accepted for the following:

Personal hygiene & cosmetic products once opened (e.g., creams, serums, razors).
Used, altered, or unsealed items.
Digital purchases, vouchers & subscriptions.
Clearance / discounted / sale-tagged / “No Return” items.

2.3 Product Condition

To qualify for a return, the product must:

Be unused, unwashed, and undamaged.
Include all accessories, freebies, manuals & the original invoice.
Be returned in its original, intact packaging.
Not have tampered or removed QR/serial codes, which would void eligibility.

3. Replacement

Replacement is subject to stock availability.
If replacement is not possible, a refund will be issued as per the Refund Policy.
Where a defect or wrong item is confirmed, replacement shipping cost will be borne by Xenum.

4. Refund Policy

4.1 Timeline

Once the returned product passes inspection:

Prepaid orders: Refund to original payment method within 5–10 business days.
COD orders: Refund to provided bank/UPI details within 7–14 business days.

4.2 Non-Refund Conditions

Refund will not be processed if:

Product is damaged due to customer mishandling or improper use.
Original packaging or invoice is missing.
Claim is made after 7 days from delivery.
Minor shade/colour variations are due to display or lighting differences.
Product is used, unsealed, worn, or altered.

4.3 Deductions (if applicable)

In certain cases, deductions may be applied towards:

Reverse shipping charges.
Payment gateway fees.
Restocking fees between 5–15% depending on the product and condition.

5. Delivery Issues

5.1 Damaged / Wrong Product on Delivery

Must be reported within 48 hours of delivery.
Clear unboxing video/photo proof is required to process claims.

5.2 Unsuccessful Delivery

If the courier marks the shipment as undelivered due to:

Incorrect or incomplete address.
No response from customer.
Refusal to accept the package.

Then:

Reshipment fee may apply for a second attempt.
If refused again, prepaid refund (if any) will be processed after deducting two-way logistics charges.

6. Fraud & Abuse Prevention

Xenum reserves the right to:

Reject return/refund requests showing repeated misuse or policy abuse.
Blacklist or block suspicious accounts.
Take legal action in cases of:
- Product swapping.
- Fake damage/defect claims.
- Repeated COD refusal abuse.

7. Contact Information

For cancellations, returns & refund support, contact:

Xenum Support Team
📧 Email: care@xenum.in
📱 Phone: 9453672853
🕒 Support Hours: Monday to Saturday, 10 AM – 6 PM

Policy Updates

Xenum may revise this policy anytime without prior notice.
Continued use of our platform and services implies acceptance of the latest version.