Refund policy

Returns, Refunds & Exchange Policy

Xenovaurban

Thank you for shopping with Xenovaurban. Every product is quality-checked before it leaves us, and your satisfaction matters to us. Please read our policy below so you know exactly what to expect.

For any query, email us at connect@xenovaurban.com and include your Order ID (e.g., XEN-XXXXX) in the message. Kindly keep all communication about one order within a single email thread, and please avoid sending multiple emails for the same query, as this helps us resolve your issue faster.

Exchange Policy

We offer a 5-day exchange from the date of delivery for size-related issues, with free reverse pickup.

If the size you ordered does not fit, let us know within this window and we will arrange a pickup, which usually takes around 3 working days. Once the returned item reaches us and clears a quality check, we will dispatch the replacement.

  • If the replacement item costs more than the original, the price difference is payable by you.

  • Only one exchange is permitted per order.

Returns Policy

Returns are accepted only in the case of a damaged or defective item, within 5 days of delivery.

If your order arrives with a defect, such as a tear, stain, or manufacturing fault, contact us within 5 days and share clear photos or a video showing the issue. After we verify it, we will arrange a replacement, or issue a refund to your wallet if a replacement is not available.

  • Proof of damage is required for every return.

  • Slight colour variation may occur due to differences in screen resolution and settings; this is not treated as a defect.

  • Aside from damage or defects, we are unable to accept returns, for example, change of mind. Size issues are handled through the Exchange Policy above.

  • Combo, multipack, and super saver orders are not eligible for return.

Refunds

All approved refunds are credited to your Xenovaurban Wallet only. We do not issue refunds to bank accounts, UPI, or cards, and refunds are not given in cash. Your wallet balance can be used towards any future order with us.

Cancellation Policy

If you would like to cancel your order, please email us within 2 hours of placing it. After this window, we begin preparing and processing your order, and cancellations can no longer be accommodated.

Order Rejected at Delivery

If an order is refused at the time of delivery, [₹150] will be deducted from any refund to cover the forward and return shipping charges we incur.

Respectful Communication

We are committed to helpful, professional service and ask for the same courtesy in return. Genuine mistakes like ordering the wrong size or colour are always handled respectfully on our end. However, abusive or disrespectful language will result in communication being discontinued.


Need Help?

If you have any questions about a return, refund, or your rewards balance, email us at connect@xenovaurban.com with your Order ID, and our team will get back to you.

Working Hours: 10 AM to 6 PM, Monday to Saturday

All disputes are subject to Maharashtra jurisdiction only.