Refund & Cancellation Policy

Last Updated: 06/04/2026

At XENIAL XPRESS STUDIO PRIVATE LIMITED, customer satisfaction is our priority. This policy explains cancellation, refunds, and related processes for orders placed on https://xenialshop.in.

1. Order Cancellation Policy

1.1 Customer-Initiated Cancellation

  • Orders can be cancelled only before dispatch.
  • Once dispatched, cancellation is not allowed.
  • To cancel: My Account → Orders → Cancel Order
  • 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

  • Prepaid Orders: Refund to original payment method
  • COD Orders: Refund via bank transfer or store credit

2.3 Refund Processing Time

Refunds are processed within 3–5 working days after approval.

Bank/payment gateway timelines may vary slightly.

Users will be notified once 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@xenialshop.in

Support Hours: Monday – Friday (9:00 AM – 6:00 PM)