Refund policy
At XELARO, we want you to be happy with your purchase. If you receive an eligible product that is damaged, defective, incorrect, or otherwise qualifies under this policy, you may request a return, replacement, exchange, or refund as applicable.
Eligibility
A return or exchange may be accepted when:
The product is unused and unworn.
The product is in its original condition.
Original tags, packaging and accessories are intact.
The product has not been washed, altered, damaged or used.
Proof of purchase/order details can be provided.
Certain products may be non-returnable for hygiene, safety or other legitimate reasons. Such exclusions will be clearly stated on the relevant product page.
Damaged or Incorrect Products
If your order arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery at:
Email: Support@xelaro.in
Please provide:
Order number
Photographs/video of the product
Photographs of the packaging
Description of the issue
We may investigate the issue before approving a return, replacement or refund.
Return Window
Eligible products may be returned within 7 days of delivery, unless a different return period is specifically mentioned on the product page.
Exchange
Where available, an eligible product may be exchanged for another size or eligible product, subject to availability.
If the requested replacement is unavailable, XELARO may provide a refund or another appropriate resolution.
Refunds
Once an approved return is received and inspected, the refund will be processed to the original payment method or through another permitted method.
Refund processing time may vary depending on the payment provider, bank and payment method.
Return Shipping
For a defective, damaged or incorrect product, XELARO may arrange or reimburse reasonable return shipping as applicable.
For a change-of-mind return, return shipping may be payable by the customer where permitted and where disclosed before purchase.
International Returns
International customers may be responsible for return shipping, customs charges, duties and other costs associated with returning an order unless the product was defective, damaged or incorrectly supplied.
Cancellation
An order may be cancelled before dispatch where cancellation is technically possible.
Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.
No Abuse of Return Policy
XELARO reserves the right to refuse or restrict returns involving fraud, repeated abuse of the return system, misuse, intentional damage or other unlawful activity, subject to applicable law.