At XYZ+, customer satisfaction is our priority. We take great care in designing, manufacturing, and delivering every product. If your order does not meet expectations, this policy outlines the conditions under which returns, exchanges, cancellations, and refunds may be processed.
Quick Summary
- Ready-made products may be returned within 7 days of delivery, subject to eligibility conditions.
- Custom-designed, printed, or embroidered products are non-returnable unless they arrive damaged, defective, or materially different from the approved design.
- Approved refunds are processed to the original payment method within 7 business days after successful inspection and approval.
1. Return Eligibility
Ready-Made Products
Standard catalog products, including apparel, accessories, and merchandise, may be returned within 7 days from the date of delivery, provided they meet the return conditions outlined in this policy.
Custom-Made Products
Custom-designed, personalized, printed, or embroidered products are manufactured specifically for each customer and therefore cannot be returned or exchanged unless:
- The product arrives damaged during transit.
- The product contains a manufacturing defect.
- The delivered product materially differs from the approved artwork or design proof.
2. How to Request a Return
To initiate a return request:
- Log in to your XYZ+ account.
- Navigate to My Orders.
- Select the relevant order and click Request Return.
- Choose the reason for return and upload supporting photographs where applicable.
- Our support team will review your request within 48 business hours.
- If approved, we will arrange a pickup or provide return shipping instructions.
3. Return Conditions
To qualify for a return, the product must:
- Be unused, unworn, unwashed, and free from stains, damage, or alterations.
- Be returned in its original packaging with all tags, labels, and accessories intact.
- Be accompanied by a valid order number, invoice, or proof of purchase.
- Include clear photographic evidence for damaged or defective item claims.
Returns may be rejected if the product shows signs of use, misuse, tampering, or damage after delivery.
4. Return Inspection & Approval
Once the returned product is received at our facility, it will undergo a quality inspection within 3 business days.
If the return is approved:
- The refund or replacement process will be initiated immediately.
If the return is rejected:
- The product will be shipped back to the customer.
- The reason for rejection will be communicated via email or phone.
XYZ+ reserves the right to make the final determination regarding product condition and return eligibility.
5. Refund Process
Online Payments
Orders paid via UPI, debit card, credit card, net banking, wallet, or other online payment methods will be refunded to the original payment source.
Refund Timeline: 5–7 business days after approval.
Cash on Delivery (COD)
For COD orders, refunds may be issued as:
- Store Credit in your XYZ+ account; or
- Direct bank transfer (NEFT/IMPS/UPI) upon request.
Loyalty Rewards & Coupons
- Loyalty points used during purchase will be restored where applicable.
- Promotional discounts and coupons are non-refundable and cannot be redeemed for cash.
- XYZ+ may reissue a promotional coupon at its sole discretion.
6. Return Shipping & Restocking Charges
No Charges for Our Errors
Return shipping will be free if the return is due to:
- Incorrect product shipped.
- Manufacturing defect.
- Damage during transit.
Customer-Initiated Returns
For returns requested due to size preference, change of mind, or similar reasons:
- Return shipping charges may apply.
- Applicable charges will be communicated before return approval.
- Any approved deductions will be clearly reflected in the refund amount.
7. Custom Products – Damaged or Defective Orders
Custom products are created exclusively for each customer and cannot be resold. Therefore, returns are only accepted in cases of:
- Manufacturing defects.
- Courier damage.
- Significant deviation from the approved design proof.
Claims must be submitted within 48 hours of delivery along with clear photographs.
Upon verification, XYZ+ may:
- Reprint and re-ship the product at no additional cost; or
- Issue a full refund.
The resolution method will be determined based on the nature of the issue.
8. Order Cancellation Policy
Ready-Made Products
Orders may be cancelled free of charge before dispatch. Once shipped, cancellations are no longer possible and the return process must be followed.
Custom Orders
Custom orders may be cancelled only before approval of the final design proof. Once design approval is provided and production begins, the order cannot be cancelled, modified, or refunded.
9. Damaged, Missing, or Incomplete Deliveries
If your shipment arrives damaged, tampered with, or incomplete:
- Notify us within 24 hours of delivery.
- Email photographs and order details to support@xyzplus.in.
- Where possible, refuse delivery of visibly damaged packages.
Our team will investigate the matter with the logistics partner and arrange a replacement or refund where appropriate.
10. Non-Returnable Items
The following categories are not eligible for return or exchange:
- Personalized, customized, printed, or embroidered products (except defective items).
- Innerwear, masks, swimwear, and hygiene-sensitive products.
- Products marked as "Final Sale", "Clearance Sale", or "Non-Returnable".
- Complimentary gifts, promotional items, and bundled freebies.
- Products damaged due to misuse, negligence, improper care, or unauthorized modifications.
11. Contact Us
For any questions regarding returns, refunds, exchanges, or cancellations, please contact us:
XYZ+ Customer Support
Email: support@xyzplus.in
Business Hours: Monday to Saturday 10:00 AM – 6:00 PM IST
Response Time: Within 24 business hours
We are committed to resolving customer concerns fairly, transparently, and promptly.